At a Glance
- Tasks: Support operations and customer service in a dynamic waste-tech environment.
- Company: Join LITTA, a fast-growing VC-funded Waste-Tech company revolutionising bulky waste collection.
- Benefits: Hybrid work model, competitive salary, and opportunities for professional growth.
- Other info: Exciting career development in a digital-first organisation.
- Why this job: Be part of a mission-driven team making a real impact on sustainability.
- Qualifications: Strong communication skills and a passion for problem-solving.
The predicted salary is between 30000 - 40000 € per year.
Reporting to: Operations Manager
Working Hours: 40 hours per week (Monday- Friday, between 12:00-21:00)
Location: Potters Bar - Hybrid (minimum 3 times per week in the office)
Please note that during the initial period, you will be expected to be in the office full-time to complete all necessary training.
Date: February 2025
Business Unit: Business Operations
About LITTA:
LITTA is an innovative and dynamic fast-growing VC-funded Waste-Tech Business that is digitally disrupting the UK’s Bulky Waste Collection Sector. Our Mission is to become the UK’s leading Bulky Waste Removal Service, using technology to ethically and sustainably collect our customers' waste using approved local waste collection partners.
Role Summary:
Business Operations is a key Function of the business and is the gatekeeper to ensuring that our service is delivered to the highest possible standards. This includes working closely with our service waste collection partners to support customer requirements and ensuring that we continually meet our brand values of being a customer-first business operating at the highest ethical standards. Reporting directly to the Operations Manager, the Operations Executive is a key role within the business. This is a varied and dynamic role requiring a strong work ethic, adaptability, attention to detail and the ability to work within a team. You will work with colleagues to solve any ad hoc problems that arise, ensuring the seamless running of all aspects of business operations. As a digital-first organisation, you will be responsible for identifying any recurring issues, making recommendations and highlighting and logging with a view to implementing a solution. The main objective of the role is to ensure customers (both current and prospective) receive the best possible experience when using LITTA.
Role highlights include but are not limited to:
- Supporting the Head of Logistics to ensure jobs are appropriately allocated in a timely manner
- Handling all customer interactions in line with the company's Values and managing all customer enquiries
- Helping to drive revenue by proactively taking bookings to support the Sales function as needed
- Solving problems as they arise, and resolving the queries and complaints from customers
- Supporting Waste Collection Partners with issues that arise on jobs
- Supporting Quality Assurance Processes to monitor Business Performance and Standards
- Supporting Business Reporting and Compliance processes
- Documenting processes and implementing new processes as needed
Key Daily Activities:
Client Management
- Answering overflow sales calls and taking customer payments over the phone as needed.
- Booking commercial (account customer) jobs using the relevant processes
- Answering customer/ client questions (across multiple web chat, messenger email and phone channels)
- Ensuring all required communications are clear and accurate and sent in a timely manner
- Processing bookings, job amendments, and cancellations as needed
- Ensuring all processes remain aligned to Terms and Conditions of the business
Logistics
- Working with the Head of Logistics to ensure that jobs are assigned to the most appropriate Collection Partners in a logical and achievable manner
- Ensuring that fleet capacity is closely monitored
- To ensure all time slots are met and where this may not be the case communicate with the customer
Collection Partner Management
- Ensuring jobs are ‘cleansed’ and accurately described before being assigned to the collection team.
- Where necessary, following up with the Sales team or customers to gather missing information that may impact a collection
- Assisting Collection Partners with job related issues
- Ensuring tipping tickets / hazardous waste notes are received from Collection Partners
- Capturing Collection Partner feedback
Customer Success, Quality Assurance and Compliance
- Logging and managing customer complaints
- Gathering customer feedback and maintaining the highest level of customer satisfaction
- Logging feedback and making recommendations to improve the service
- Ensuring that all (positive and negative) online reviews are monitored and responded to
- Logging negative carrier feedback and supporting carrier performance and review processes
- Reviewing completed jobs and supporting internal quality assurance processes
- Ensuring all customers and clients receive Compliance and job completion documentation including but not limited to Waste Transfer Notes, Hazardous Waste Consignment Notes, Job Cards, Tipping Tickets and VAT Receipts
Other / Ad-Hoc
- Ensuring that all operational processes are fit for purpose
- Identifying and resolving control gaps
- Ensuring that the operations manual is kept up to date and is understood; if any queries/tasks are not being described appropriately, this needs to be re-flagged for an update
- Supporting any ad hoc requests from Management as they arise including but not limited to, Social Media and brand exercises, supporting Financial and debt recovery processes
- Reporting and presenting to management
- Supporting implementation of operational transformation initiatives
Education and Experience
- Previous experience working in an operations role is desirable but not essential
- Strong interpersonal skills and the ability to multitask
- Educated to a degree standard in a business-related subject is desirable
- Working knowledge of all MS Office
Operations Executive (Late Shift) in Potters Bar employer: LITTA APP LIMITED
LITTA is an exceptional employer that fosters a vibrant and inclusive work culture, where innovation and sustainability are at the forefront of our mission. As an Operations Executive in Potters Bar, you will benefit from a hybrid working model, ample opportunities for professional growth, and a supportive team environment dedicated to delivering outstanding customer experiences. Join us to be part of a forward-thinking company that values your contributions and encourages your development in the rapidly evolving Waste-Tech sector.
StudySmarter Expert Advice🤫
We think this is how you could land Operations Executive (Late Shift) in Potters Bar
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching LITTA and understanding their mission. Be ready to discuss how your skills align with their customer-first approach and how you can contribute to their operations.
✨Tip Number 3
Practice common interview questions and scenarios related to operations. Think about how you would handle customer complaints or logistics challenges, as these are key aspects of the role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining the LITTA team.
We think you need these skills to ace Operations Executive (Late Shift) in Potters Bar
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that match the Operations Executive role. Highlight any relevant experience in customer service, logistics, or operations to show us you’re the right fit!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you’re passionate about working with LITTA and how you can contribute to our mission of providing top-notch waste collection services.
Show Off Your Problem-Solving Skills:In your application, give examples of how you've tackled challenges in previous roles. We love candidates who can think on their feet and come up with creative solutions!
Apply Through Our Website:We encourage you to apply directly through our website for the best chance of getting noticed. It’s quick and easy, and we can’t wait to see your application!
How to prepare for a job interview at LITTA APP LIMITED
✨Know the Company Inside Out
Before your interview, take some time to research LITTA and its mission. Understand their approach to waste collection and how they use technology to improve customer experience. This will not only show your interest but also help you align your answers with their values.
✨Showcase Your Problem-Solving Skills
As an Operations Executive, you'll need to tackle various challenges. Prepare examples from your past experiences where you've successfully resolved issues or improved processes. Highlight your adaptability and attention to detail, as these are key traits for the role.
✨Demonstrate Customer-Centric Thinking
Since the role focuses on ensuring a great customer experience, be ready to discuss how you would handle customer interactions. Think of scenarios where you've gone above and beyond for customers, and be prepared to share those stories during the interview.
✨Prepare Questions for Them
Interviews are a two-way street! Prepare thoughtful questions about the team dynamics, training processes, and how success is measured in the role. This shows that you're genuinely interested in the position and helps you assess if it's the right fit for you.
