Customer Service Operations Supervisor, Relay
2-5 days a week in office
Enabling retailers to supercharge their e-commerce growth
Be an early applicant
Enabling retailers to supercharge their e-commerce growth
21-100 employees
Be an early applicant
2-5 days a week in office
21-100 employees
Company mission
Realising the most efficient delivery network to create the most compelling experience for clients, consumers and relayers.
Role
Who you are
- You will be the first hire for this role so we will be looking for someone with previous experience, an entrepreneurial spirit to take on new challenges and can work with minimal to no supervision
- If you are passionate about leadership, continuous improvement, and delivering high-quality results, we encourage you to apply
- 1-2 years of experience in a supervisory role
- Problem-solving: Strong problem-solving skills, with the ability to think critically and make informed decisions under pressure
- Technical Skills: Proficient in GSuite, particularly Google Sheets, with the ability to create and manage complex reports. Familiarity with customer support tools and technologies - ideally Dixa
- Process Implementation and Optimisation: Ability to develop and implement customer support policies and procedures to drive excellence
- Proactivity: A proactive approach to work, with the ability to anticipate challenges and address them before they escalate
- Team Player: Strong collaboration skills, with a commitment to working as part of a team to achieve common goals
- Independence: Able to work independently, managing time and priorities effectively
- Communication: Excellent communication skills, both written and verbal, with the ability to convey information clearly and effectively to team members and leadership
- Growth Mindset: You have a growth mindset, always open to feedback and new ideas to improve towards new levels of excellence as a team
- The position is hybrid
- This role would be at least 40 hours per week which may include weekend work
What the job involves
- We are looking for someone to join us in Customer Service Operations on a temporary basis with the potential to be permanent in the future
- You will be responsible for resolving Client, End Customer and Courier queries, and ensuring that our customers receive the highest level of support
- You will be accountable for key metrics such as customer satisfaction, response time and resolution rate
- You will also support with setting up processes and protocols, and implementing best practices for delivering exceptional customer support
- We are seeking a dedicated and proactive Customer Service (non-live) Operations Supervisor to manage and optimise our daily operational activities
- The ideal candidate will possess strong leadership skills and foster a positive team environment while driving continuous improvement across the department
- This role will be essential to building the foundations for the future of being a supervisor at Relay
- This is a fantastic opportunity for a motivated individual looking to make a significant impact on the operations of a dynamic and growing organisation
- Team Management & Mentorship: Oversee daily operations by conducting regular one-to-ones (121s), providing coaching, and managing team performance to ensure all team members are meeting their targets and contributing effectively
- Resource Utilisation: Ensure that all resources are used efficiently, and team productivity is maximised. Implement strategies to improve workflow and resource allocation
- Process Development: Develop and refine processes to enhance operational efficiency and quality. Continuously seek opportunities for improvement and implement best practices
- Reporting and Monitoring: Create and maintain reports to track key performance indicators (KPIs) and other metrics. Use data to identify areas for improvement and take appropriate actions
- Continuous Improvement: Drive a culture of continuous improvement by implementing industry best practices, optimising processes, and reducing inefficiencies
- Performance Monitoring: Closely monitor KPIs, promptly address deviations, and ensure the team is aligned with business objectives
- Collaboration: Work closely with leadership to ensure that operations are in sync with overall business goals. Collaborate with other departments to streamline processes and improve cross-functional communication
- Scheduling: Prepare and manage team schedules, ensuring compliance with legal and labour law requirements while meeting operational demands
- Project Assistance: Assist the Head of Customer Service on various projects, contributing insights and driving initiatives to successful completion
Salary benchmarks
Our take
In recent years, e-commerce has grown considerably. Despite this, the retail sector is still in the early innings of digital disruption in the US and the UK (especially when compared to more digitally mature markets such as China).
Relay enables e-commerce through re-wiring the critical delivery infrastructure to address the growth of e-commerce in the UK. Not only do they enable orders of magnitude better delivery in speed and cost for retailers and consumers, but they are also doubling down on making sure their ecosystem of delivery drivers and the planet benefit.
Relay are early stage, and backed by founders who both have considerable experience at delivery service company, Stuart. With this expertise and solving a problem within a growing market, the company are well set make a difference to how retailers provide online delivery.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
43% female employees
Company
Funding (1 round)
Nov 2023
$10m
SEED
Total funding: $10m
Company benefits
- Hybrid remote work (3 days/week in the office)
- Cool co-working office in the heart of Shoreditch
- Competitive equity and compensation package, and culture of recognition
- 25 Days Holiday (plus bank holidays)
- Monthly social events - from Crystal Maze escape rooms to pottery painting and life-size Monopoly! We also have an annual off-site where we all get together in person to celebrate our wins and plan for more success in a relaxed environment.
- Unlimited free snacks and drinks in the office (all the Dash water you can drink, a whole cupboard full of nibbles, plus we have wonderful coffee machines!)
- Contributory pension
- Perks At Work discount scheme - online shopping discounts, cheap cinema tickets, money off holidays and so much more!
- Free membership of the gym in our co-working space
Company values
- “Who?”: Relayer Obsession. Start with understanding the customer i.e., the “Relayer”. We’re constantly striving to learn about the Relayer and to improve their experience.
- “Why?”: Understanding of value being created. Seek to understand and articulate the “why” behind everything they do in order to provide measurable value. They connect their actions and decisions to their impact on the Relayer. They encourage peers to do the same.
- “How”: Taking tiny steps forward. Focus on their objectives and constantly take steps towards reaching them. They keep moving forward despite setbacks. They deliver quality work in a timely fashion.
Company HQ
Old Street, London, UK
Leadership
Nicole Mazza
(CCO)Previously worked at Stuart, becoming Commercial Director in 2018. They are also on the Board of Advisors at HYPER CRUNCH and is a Member of Pavilion.
Jonathan Jenssen
(CEO)Worked at Stuart for over five years, first as Head of Operations and later becoming General Manager.
Diversity, Equity & Inclusion at Relay
- We strongly encourage applications from people of colour, the LGBTQ+ community, people with disabilities, neurodivergent people, parents, carers, and people from lower socio-economic backgrounds. If there’s anything we can do to accommodate your specific situation, please let us know, our ears (and inboxes) are always open.
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