Customer Support Specialist Dispatch · London - Woolwich

About HIVED The world needs logistics solutions that are better for people and the environment, and that’s where HIVED comes in. We are a London-based climate and logistics start-up building the first emission-free parcel delivery network at scale, powered by a 100% electric fleet. A tech company at heart, we have built a modern tech stack, novel in-house routing and decision engines, apps and data stack, plus are now shipping for over 100 brands including ASOS, Zara, Karen Millen, and more.Our tight-knit team is made up of ex-Revolut, Bain, GoPuff, ASOS, Apple, HelloFresh, Amazon, 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 and the British government.Role Overview We are looking for candidates who are customer first and thrive under pressure to join HIVED as a Customer Support Specialist. This role is focused on building out HIVED’s world class customer experience, liaising directly with customers, and working closely with our delivery team to ensure we provide a reliable, industry leading delivery experience. You will be expected to think on your feet while also making business critical decisions, and no day will be the same. This role is a good fit for someone with a customer service background who is looking to add another dimension to their experience; you will not be solely managing customer communication, but also exposed to our daily operations and driver team, working in coordination to rapid fire problem solve. The potential for growth in this role is high if you are a respectful communicator, committed team player, and proactive problem solver. You will play a key role in shaping the HIVED customer service experience and developing the team further as we grow to become the UK’s most loved delivery network. Please note that this is a shift-based role. You will work a 4-on-4-off pattern (4 days of work, followed by 4 days off to rest and restore). Shifts are 12 hours in length, rotating between 7am-7pm and 12pm-12am. The right candidate is comfortable with this kind of schedule and the necessary travel to and from our North Woolwich depot (London E16). Responsibilities Customer Service Management: Serve as the primary point of contact for addressing daily customer inquiries, concerns, and support needs Utilise HIVED’s unique tone of voice to communicate effectively with customers, ensuring a consistently exceptional standard of service Uphold high standards of quality, care, and integrity in every interaction, actively safeguarding the company's reputation as a trusted delivery provider Driver Team Support: Offer continuous support and guidance to the driver team, acting as a resource for proper delivery protocols and troubleshooting issues encountered on the road. Drivers are at the frontline of our business and we want to feel supported Foster a culture of excellence and professionalism among drivers, empowering them to represent HIVED with dedication in every delivery Operational Coordination: Collaborate closely with the delivery and warehouse teams to optimize the entire delivery cycle Ensure that resources are allocated efficiently to meet delivery demands, orchestrating seamless coordination between different operational functions Proactively identify bottlenecks and implement creative solutions to enhance the overall efficiency of service delivery and our customer experience process Performance Reporting: Generate comprehensive daily performance reports using various software tools Analyse key metrics to assess operational effectiveness and identify areas for improvement Provide actionable insights to inform strategic decision-making and drive continuous improvement initiatives across the organisation Qualifications
Resilient & Trustworthy: Maintain composure under pressure, ensuring adherence to standards
Proactive Problem Solver: Identify issues swiftly, suggesting improvements for efficiency
Detail-Oriented Multi-Tasker: Manage multiple tasks with precision and focus
Tech-Savvy & Adaptable: Comfortable with various software systems, quick to learn new tools
Analytical Thinker: Extract actionable insights from complex data, driving informed decisions
Passionate Advocate: Believe in HIVED's mission and sustainability goals
Collaborative Team Player: Thrive in diverse, dynamic and fast paced environments 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 18 days of holiday allowance plus public holidays (total time off is equivalent to our standard 25 days due to the 4-on-4-off pattern) Wellbeing initiatives, including three wellbeing days in addition to holiday allowance Weekly team lunch and regular company socials Enhanced maternity/paternity/adoption policy
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