Porta Delivery
Customer Support & Operations Executive
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About Porta
Porta (portadelivery.co.uk) is a fast-growing delivery marketplace that connects customers with independent couriers for big and bulky items — mostly furniture, plus home removals. We handle deliveries every day across the whole of the UK, and we’ve built the whole thing with a tiny team and a lot of smart systems.
We pride ourselves on exceptional customer support — it’s the reason customers come back, and we’re very proud of our 4.8 rating on Trustpilot. That’s the standard you’d be joining, and the standard you’d help us keep.
You’d be our first hire, working directly with the two founders — which means real responsibility, zero bureaucracy, and your ideas actually getting implemented.
The role
Day to day, you’ll:
- Answer inbound calls and emails from customers and drivers (quotes, booking queries, delivery updates)
- Keep an eye on the day’s live deliveries and step in when something’s off — a driver running late, an access problem, a customer who needs an update before they hear it from anyone else
- Handle delivery issues calmly and fairly, including the occasional damage report, following our established process
- Coordinate with our courier network — confirming jobs, chasing updates, keeping things moving
- Spot patterns and suggest improvements — with a small team, if you see a better way to do something, we’ll usually just do it
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No two afternoons are identical, but the rhythm is consistent: keep customers informed, keep deliveries moving, keep the small problems from becoming big ones.
Occasional London days. While the role is remote, from time to time we’ll ask you to join us for a full-day session in London, working in person with the founders — think training, planning, and getting properly embedded in how we work. These are occasional and arranged well in advance. Any hours beyond your normal shift are paid at your hourly rate, and all travel and expenses are covered.
Who we're looking for
- Warm, clear communicator on the phone and in writing — you can deliver an update, calm a frustrated customer, and hold your ground politely when needed
- Organised and self-sufficient — you’ll be working remotely and managing your own queue, so you need to be someone who just gets on with it
- Sound judgement — you know when to resolve something yourself and when to flag it
- Comfortable with technology — we run on web-based tools (booking platform, VoIP phones, WhatsApp, email) and you’ll pick them up quickly
- Able to travel to London for occasional full-day sessions (expenses paid)
- Customer service, operations, logistics or similar experience is a big plus, but attitude and reliability matter more to us than a specific CV
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What we offer
- £14.20 per hour — above the Real Living Wage
- Remote-first, UK-based — no daily commute, with occasional in-person London days (extra hours paid, all expenses covered)
- Fixed, predictable hours — 1pm–6pm, Monday to Friday. No evenings, no weekends, no shift roulette
- 28 days’ holiday (pro-rata), pension, and all equipment provided
- Proper training and ongoing support — you’ll shadow the founders closely for your first few weeks
- A front-row seat at a profitable, growing 4.8-star marketplace — and genuine scope for the role to grow as we do
How to apply
Send us a short email — a paragraph or two on why this role suits you, plus your CV — to info@portadelivery.co.uk with the subject line "Afternoon Support". No cover-letter essays needed.
We'll aim to reply to every applicant within two weeks. Shortlisted candidates will have a phone chat (naturally — it's a phone role!) followed by a short video call with the founders.
Applicants must have the right to work in the UK. Porta Delivery is an equal opportunities employer.
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