Driver & Customer Support Supervisor 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 Driver & Customer Support Supervisor. 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
Manage a small team of driver and customer support team members, acting as the right hand to the manager and helpcoordinating thealignment of team tasks Manage daily customer service issues and support needs, communicating in HIVED’s tone of voice and setting a high standard for our customer service experience Provide support and guidance to our driver team on proper delivery protocol and issues encountered on the road Coordinate with our delivery and sortation teams to ensure the whole delivery cycle is resourced in the most efficient way possible Report on daily performance using our different software tools Qualifications
People management experience preferred Diligent, trustworthy and very level headed under pressure Proactive in quickly resolving issues and suggesting improvements for future developments An exceptional eye for detail and able to manage many different tasks at once Comfortable using and adapting to multiple different software systems Outstanding analytical skills and a data-driven mindset Passionate about the HIVED mission and sustainability more generally 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 holidayallowance Subsidised comprehensive Private Medical Insurance with AXA including dental and vision Weekly team lunch and regular company socials Enhanced maternity/paternity/adoption policy
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