- Serve as the primary pointof contact for addressing daily customer inquiries concerns andsupport needs
- Utilise HIVEDs unique tone ofvoice to communicate effectively with customers ensuring aconsistently exceptional standard ofservice
- Uphold high standards of quality careand integrity in every interaction actively safeguarding thecompanys reputation as a trusted deliveryprovider
- Conduct regular oneononemeetings with 2 associates to provide coaching feedback andsupport
- Ensure the team is performing in linewith company metrics and are happy and thriving in theirroles
- Conduct probation reviews and ongoingperformance evaluations identifying their strengths and developmentopportunities
- Shepherd the team throughhighpressure environments while remaining calm and composedfostering a positive and resilient teamculture
- Offer continuous support andguidance to the driver team acting as a resource for properdelivery protocols and troubleshooting issues encountered on theroad. Drivers are at the frontline of our business and we want tofeel supported
- Foster a culture of excellenceand professionalism among drivers empowering them to representHIVED with dedication in everydelivery
- Collaborate closely withthe delivery and warehouse teams to optimize the entire deliverycycle
- Ensure that resources are allocatedefficiently to meet delivery demands orchestrating seamlesscoordination between different operationalfunctions
- Proactively identify bottlenecks andimplement creative solutions to enhance the overall efficiency ofservice delivery and our customer experienceprocess
- Generate comprehensivedaily performance reports using various softwaretools
- Analyse key metrics to assess operationaleffectiveness and identify areas forimprovement
- Provide actionable insights toinform strategic decisionmaking and drive continuous improvementinitiatives across theorganisation
- Resilient& Trustworthy: Maintain composure underpressure ensuring adherence tostandards
- Proactive ProblemSolver: Identify issues swiftly suggestingimprovements forefficiency
- DetailOrientedMultiTasker: Manage multiple tasks with precisionand focus
- TechSavvy &Adaptable: Comfortable with various software systemsquick to learn newtools
- AnalyticalThinker: Extract actionable insights from complexdata driving informeddecisions
- PassionateAdvocate: Believe in HIVEDs mission andsustainabilitygoals
- Collaborative TeamPlayer: Thrive in diverse dynamic and fast pacedenvironments
- Dynamic workingenvironment with a diverse and driven team
- Hugeopportunity for learning in a high growth environment withprogression opportunities based on success in therole
- 18 days of holiday allowance plus publicholidays (total time off is equivalent to our standard 25 days dueto the 4on4off pattern)
- Subsidisedcomprehensive Private Medical Insurance with AXA including dentaland vision
- Wellbeing initiatives includingthree wellbeing days in addition to holidayallowance
- Weekly team lunch and regular companysocials
- Enhanced maternity/paternity/adoptionpolicy
Customer Service Supervisor - London, United Kingdom - HIVED
Description
AboutHIVED
The world needs logisticssolutions that are better for people and the environment and thatswhere HIVED comes in. We are a Londonbased climate and logisticsstartup building the first emissionfree parcel delivery network atscale powered by a 100% electric fleet. A tech company at heart wehave built a modern tech stack novel inhouse routing and decisionengines apps and data stack plus are now shipping for over 100brands including ASOS Zara Karen Millen andmore.
Our tightknit team is made up of exRevolutBain GoPuff ASOS Apple HelloFresh Amazon and Google employees andwe are backed by some of Europes leading investors and VCs inclimatetech logistics and mobility including Planet A VenturesMaersk Growth Pale Blue Dot VC Eka Ventures and the Britishgovernment.
Role Overview
We are looking for candidates whoare customer first and thrive under pressure to join HIVED as aCustomer Service Operations Supervisor. This role is focused onbuilding out HIVEDs world class customer experience liaisingdirectly with customers and working closely with our delivery teamto ensure we provide a reliable industry leading deliveryexperience while managing a team of 2 associates. You will beexpected to think on your feet while also making business criticaldecisions and no day will be the same.
This roleis a good fit for someone with a customer service background who islooking to add another dimension to their experience; you will notbe solely managing customer communication but also exposed to ourdaily operations and driver team working in coordination to rapidfire problem solve.
The potential for growth inthis role is high if you are a respectful communicator committedteam player and proactive problem solver. You will play a key rolein shaping the HIVED customer service experience and developing theteam further as we grow to become the UKs most loved deliverynetwork.
Please note that this is a shiftbasedrole. You will work a 4on4off pattern (4 days of work followed by 4days off to rest and restore). Shifts are 12 hours in lengthrotating between 7am7pm and 12pm12am. The right candidate iscomfortable with this kind of schedule and the necessary travel toand from our North Woolwich depot (London E16).
Responsibilities
Customer ServiceManagement:
TeamManagement:
Driver TeamSupport:
OperationalCoordination:
PerformanceReporting:
Qualifications
How we reward our team