Senior Central Operations Coordinator (Logistics)

TL;DR

Senior Central Operations Coordinator (Logistics): Managing delivery quality, integrity reviews, and shipper claims within a sustainable parcel delivery network with an accent on dispute resolution and fault ownership. Focus on ensuring SLA compliance, maintaining process integrity, and identifying operational risks to improve delivery efficiency.

Location: Must be based in London (Shoreditch)

Company

A climate and logistics startup building the first sustainable parcel delivery network at scale powered by a 100% electric fleet.

What you will do

• Investigate delivery failures and operational exceptions across the network to determine fault ownership.
• Process shipper claims and determine financial outcomes, including managing deductions or fines.
• Manage workflows to ensure claims are solved within SLA and maintain inbox zero for loss prevention investigations.
• Handle professional communication and dispute resolution with shippers using evidence-based explanations.
• Support internal teams (depots and drivers) to provide clarity on cross-functional operational issues.
• Identify recurring operational risks and suggest improvements to enhance the overall operation.

Requirements

• Strong written communication skills and high administrative discipline with extreme attention to detail.
• Logical, evidence-based judgement with the confidence to make financially sensitive decisions.
• Ability to independently prioritize high-volume workloads under pressure.
• Strong personal accountability and comfort working in a repetitive, process-driven environment.
• Location: Must be based in London (Shoreditch)

Nice to have

• Previous experience in logistics or parcel operations, specifically in claims, dispute resolution, or fraud review.
• Familiarity with operational systems such as Airtable or Zendesk.
• Exposure to finance operations or cost-control.
• Proactive interest in operational design and process improvement.

Culture & Benefits

• 25 days of holiday plus public holidays, plus additional tenure-based days and a birthday day off.
• Subsidised Private Medical Insurance including dental, vision, and mental health therapy.
• Bi-annual performance reviews with tailored development plans and annual compensation reviews.
• Weekly team lunches, quarterly socials, and an annual sports day.
• Enhanced maternity, paternity, and adoption policy from day one.
• Dog-friendly office and depots with provided MacBook Air or Windows laptop.