The Role

We are looking for an Operations Associate to join our growing team. You will be the person who keeps our customer-facing operations running accurately, on time, and under control—owning the ticket queue, the outbound order cycle, and the records that underpin everything.

You will report to the Operations Lead and work closely with our supply chain, quality, and finance teams. Day to day, you will manage the full lifecycle of outbound orders and customer tickets: from first contact through to delivery confirmation, exception resolution, and quality record closure. You will be the person customers and carriers hear from, the person who catches problems before they escalate, and the person who looks at a recurring friction point and fixes it. You own a workflow end to end, and you are accountable for it being accurate, responsive, and continuously improving.

What You'll Be Doing

Ticket Management & Customer Communication

• Own the Zoho Desk ticket queue—triage incoming requests, assign or resolve them, keep response times within target, and make sure nothing sits unanswered.
• Follow up on pending order lines and late deliveries, giving customers and colleagues a clear written update on status, blockers, and next steps.
• Support customer onboarding, making sure account and delivery requirements are captured correctly at the outset.
• Be the confident, reliable point of contact for customers and carriers by phone and in writing.

Order Processing & Operations

• Process outbound orders end to end, from entry through to despatch and delivery confirmation, chasing carriers and resolving exceptions as they arise.
• Keep the Orders App accurate and current—transport references, delivery updates, and linked ticket numbers recorded correctly and on time.
• Produce regular operational reporting on tickets, open actions, deadlines, and blockers, flagging problems early rather than after they escalate.

Compliance, Quality & Continuous Improvement

• Maintain the compliance and quality records tied to outbound activity—GDP processes, QMS actions, complaint samples—and close out assigned actions within deadline.
• Spot the recurring friction in the queue and the order process and propose or implement a fix.

Who You Are and What You Bring

Required

• 2–5 years in an operations, customer support, order management, or logistics coordination role; experience in a regulated or detail-critical industry is a strong signal.
• Demonstrable accuracy—you catch your own errors before anyone else does, and you check rather than assume.
• Clear, complete written communication—you can explain a delay, a blocker, and a next step in a few sentences without being asked twice.
• Sound prioritisation—you can hold several competing requests and make a defensible call about what gets done first.
• Follow-through—actions assigned to you get closed, and you escalate early when something is stuck rather than letting it drift.
• Genuine comfort with steady, repetitive, high-volume work—this is the core of the job, not a phase you work through.
• Confident communicating with customers and carriers by phone and in person.

Preferred

• Experience with Zoho Desk or a comparable ticketing system.
• Exposure to GDP, QMS, or another formal quality framework.
• Comfort with data tools—Excel to an intermediate standard; PowerQuery a bonus.
• A concrete example of a process you improved, however small.

What we offer you

• 💰 Competitive salary based on experience
• ❤️ Private Medical Insurance through Aviva—from Day 1, including 24/7 virtual GP, physiotherapy, and counselling.
• 🔋 Learning & Development—£300 annual self-directed learning fund, plus additional sponsorship available for bigger development goals.
• 🏖 25 days annual leave (plus bank holidays).
• 🌴 Summer Getaway Package—take 7 days in August, get 3 extra paid days free.
• 🌎 August Remote Working—work from anywhere for the whole of August.
• ☀️ Summer Hours—Early Friday finishes in July and August.
• 🐶 Dog-Friendly Office—well-behaved pups welcome.
• 🚲 Cycle to Work Scheme.
• 🏋️ Discounted gym classes.
• 🍿 Team Activities: We believe in the power of team bonding and regularly organise company-wide events and overseas company off-sites.
• ⚡ High-Performance Team: Join an ambitious and dynamic team that’s passionate about excellence.
• ⏫ Continuous Investment: Benefit from ample training opportunities and resources.
• 🗻 Career Growth: Experience rapid professional and personal development, opening doors to multiple career paths.