LITTA APP LIMITED
Customer Operations Executive
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ABOUT LITTA
Litta is a VC-backed Waste-Tech startup disrupting how the UK handles bulky waste removal. We’re mission-led, tech-forward, and growing fast — connecting customers with vetted waste carriers through a seamless digital platform. This is a great time to join: you’ll have real ownership, make a real impact, and be part of building something that matters.
THE ROLE
Please note — this is a role working compressed hours: 4 days a week, 07:00–18:00 (including 1 hour unpaid lunch), working Saturday, Sunday, Monday and Tuesday. Customer Operations Executive sits at the intersection of customer experience and operational delivery. Monday and Tuesday you're in CS: handling inbound calls, emails and live chat, owning your contacts end-to-end and holding the standard the team works to. Saturday and Sunday you're the operational point of contact on shift, responsible for the real-time allocation of customer jobs to carrier partners — matching capacity, geography and timing to get the right vehicle to the right job, every time. This role suits someone who wants to understand how the whole operation works, not just one part of it.
WHAT YOU’LL BE DOING
Customer Service
- Handles inbound calls, emails and live chat to resolution, owning the customer experience from first contact to close
- Logs every contact accurately and immediately — no backlogs, no gaps in the system of record
- Resolves the majority of contacts independently, escalating to the CS Manager where genuinely needed rather than by default
- Holds the quality standard across every channel — tone, accuracy and speed, every time
- Manages customer expectations clearly and professionally, keeping communication warm even when the answer isn't what they wanted
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Allocations & Live Operations
- On weekends, owns the real-time allocation of customer jobs to carrier partners — matching capacity, geography and timing to get the right vehicle to the right job, every time
- Monitors live jobs throughout the shift, intervening proactively when coverage gaps or delays emerge before they become a problem
- Flags UTFil risks early — never sits on a job that's at risk of not being fulfilled
- Communicates with carrier partners directly and professionally, maintaining the relationship while keeping jobs moving
- Keeps all job statuses accurate in real time throughout the shift, and hands over cleanly — nothing left in the air
WHAT WE’RE LOOKING FOR
Skills
- Exceptionally organised and detail-oriented — comfortable keeping multiple threads moving simultaneously without letting anything slip
- Strong communicator across written and verbal channels — clear, calm and professional whether handling a customer contact or coordinating with a carrier partner
- Quick to pick up new systems, tools and processes — and takes responsibility for building that knowledge independently
- Cool-headed under pressure — when things move fast or go wrong, you stay focused, communicative and solution-first
- Emotionally perceptive in customer-facing situations — reads where someone is coming from and responds in a way that rebuilds trust, not just closes the contact
- Commercially aware — understands that getting jobs covered isn't just about availability; it's about doing it in a way that works for the business
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Behaviours
- Full Ownership: You don't hand things off and hope. Whether it's a customer contact or a live job on your allocation board, it's yours until it's resolved — and resolved properly.
- Calm in the Chaos: Weekends move fast. You don't rattle when things stack up; you prioritise, communicate, and get on with it without needing someone to tell you what to do next.
- Straight Talker: You say what you mean — to customers, to carrier partners, to the team. No vague non-answers. If there's a problem, you flag it clearly and early rather than hoping it resolves itself.
- Sweats the Detail: You notice what others miss. A job logged incorrectly, a contact not followed up, a carrier confirmed but not updated — you catch it. The operation runs on accuracy, and you take that seriously.
- Team First: You understand your role sits across two functions, and you make both better for being in them. You share what you know, flag what you've seen, and hand over in a way that sets the next person up to succeed.
ROLE SUCCESS METRICS
- QA scores consistently at or above the team standard within the first 4 weeks across all CS channels
- Zero unresolved contacts or open jobs left without a clear status at end of every shift
- UTFil rate on weekend allocation shifts at or below the team target — no jobs lost due to missed allocation windows
- Contact logging accuracy — every call, email and chat recorded correctly in the system of record, same shift
- Positive feedback from both CS Manager and Fulfilment team on handover quality and cross-function reliability
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Jessica, London
Skills