Senior Central Operations Coordinator

At HIVED, we’re steamrolling forward as one of Europe’s fastest growing startups, and our momentum shows no signs of slowing. Based in London, we are a climate and logistics start-up building the first sustainable parcel delivery network at scale, powered by a 100% electric fleet. In an ever-growing industry where unreliable service has long been the norm, HIVED has been built from the ground-up to meet the demands of modern consumers and disrupt parcel delivery.

A tech company at heart, our talent and technology is laser-focused on delivering the best possible delivery experience for end-customers and meeting the needs of our retail partners. From our drivers to our data engineers, we are constantly working to improve this customer experience that makes us deliver better. Already trusted by leading international brands such as John Lewis, Nespresso, Uniqlo, H&M brands and more, we are solidifying our position as the leaders in Europe to tackle this growing market.

Our tight-knit team is made up of ex-Revolut, DeepMind, Bain, HelloFresh, ASOS, Apple and Google employees, and we are backed by some of Europe’s leading investors and VCs in climate-tech, logistics and mobility including Planet A Ventures, Maersk Growth, Pale Blue Dot VC, Eka Ventures, NordicNinja VC and the British government. We’re passionate about driving innovation and redefining the future of delivery.

Our Values

• We Are Kind - Kind to the planet, our team and our partners. We listen with purpose, leave our egos at the door and aren't afraid to make difficult decisions.
• We Are Tenacious - We fight every day to keep the customer promise, for every parcel entrusted to us.
• We Are Curious - We never settle, constantly challenge convention and are never afraid to ask why.
• We Are Resourceful - Our planet's resources are scarce and our future depends on our ability to use them wisely.

Role Overview

We are looking for a Senior Central Operations Coordinator to own the day-to-day execution of delivery quality and integrity reviews across the business. This role sits within the Delivery Quality & Integrity team in Central Operations and is responsible for reviewing delivery failures, managing shipper claims, handling disputes, and ensuring decisions are properly recorded and defensible. This is not a passive admin role. It requires strong attention to detail, sound judgement, urgency, and the ability to manage a high daily operational workload across a diverse group of stakeholders and operational areas.

This role suits someone who takes pride in high standards and consistent output. Much of the work is process-driven and recurring, but the subject matter changes regularly and requires good prioritisation, ownership, and evidence-based decision-making. You will need to be comfortable working at pace while ensuring that decisions are fair, accurate, and properly documented. There is a clear path for progression in this role.

Key Responsibilities

• Delivery Quality & Integrity
• Investigation & Fault Ownership: Review delivery failures and operational exceptions across the network, investigating delivery disputes and assessing fault ownership.
• Claims & Financial Outcomes: Process shipper claims and determine appropriate financial outcomes, including reviewing tickets and managing deductions or fines where team members are found to be at fault.
• Workflow & SLA Management: Ensure claims are progressed from Pending to Solved within SLA expectations while maintaining inbox zero across active Loss Prevention investigations, follow-ups, and shipper communication.
• Shipper & Internal Communication
• Shipper Communication & Dispute Resolution: Respond to shipper emails and manage claim-related communication promptly and professionally, and handle dispute resolution with clear, evidence-based explanations.
• Internal Support & Operational Clarity: Support internal teams with questions relating to claims, investigations, and delivery failures, and provide clarity across cross-functional operational issues involving depots, drivers, and customer outcomes.
• Documentation & Process Integrity: Ensure every decision is fully documented with the correct context and evidence and maintain accurate records so disputes can be reviewed properly.
• Continuous Improvement: Identify recurring issues and flag operational risks where improvements are needed to support the ongoing evolution of the operation.

Required Skills

• Strong written communication and professional email handling combined with high attention to detail and a strong administrative discipline.
• Logical decision-making and evidence-based judgement with the confidence to make financially sensitive decisions and a strong sense of fairness and process integrity.
• Ability to prioritise workload independently and adapt quickly when priorities change while maintaining high standards during high-volume periods and under pressure.
• Strong personal accountability and ownership, including a comfort working in a repetitive, process-driven environment and the ability to act on direct feedback quickly.

Preferred Experience

• Previous experience in logistics or parcel operations, specifically in claims handling, dispute resolution, or investigations and fraud review.
• Familiarity with operational systems such as Airtable or Zendesk, along with exposure to finance operations or cost-control.
• A proactive interest in process improvement and operational design, including the desire to identify inefficiencies and help build more effective ways of working.

How we reward our team

• Dynamic working environment with a diverse and driven team.
• Huge opportunity for learning in a high growth environment, with progression opportunities based on success in the role.
• 25 days of holiday allowance plus public holidays.
• 1 Birthday Day Off + 2 Tenure-Based Additional Days Off.
• Subsidised Private Medical Insurance including dental, vision & mental health therapy.
• Bi-annual performance reviews and tailored development plans.
• Annual compensation review.
• Team lunch provided once a week.
• Quarterly team socials and annual sports day (HIVED Olympics).
• Enhanced maternity/paternity/adoption policy as day 1 right.
• Cycle to work scheme.
• Dog friendly office and depots.
• MacBook Air or Windows Laptop (depending on your preference).