Senior Central Operations Coordinator

Job summary

ABOUT HIV*** At HIV***, we’re steamrolling forward as one of Europe’s fastest growing startups, and our momentum shows no signs of slowing. Based in London, we are a climate and logistics start-up building the first sustainable parcel delivery network at scale, powered by a 100% electric fleet.

Benefits

Qualifications

• A tech company at heart, our talent and technology is laser-focused on delivering the best possible delivery experience for end-customers and meeting the needs of our retail partners.
• From our drivers to our data engineers, we are constantly working to improve this customer experience that makes us deliver better.

Responsibilities

• You will need to be comfortable working at pace while ensuring that decisions are fair, accurate, and properly documented.
• Once you have proven yourself by handling the daily quality, claims, and investigation work effectively, you will have the opportunity to take on broader projects across the wider operations team.
• DELIVERY QUALITY & INTEGRITY
• Investigation & Fault Ownership: Review delivery failures and operational exceptions across the network, investigating delivery disputes and assessing fault ownership.
• Claims & Financial Outcomes: Process shipper claims and determine appropriate financial outcomes, including reviewing tickets and managing deductions or fines where team members are found to be at fault.
• Workflow & SLA Management: Ensure claims are progressed from Pending to Solved within SLA expectations while maintaining inbox zero across active Loss Prevention investigations, follow-ups, and shipper communication.
• SHIPPER & INTERNAL COMMUNICATION
• Shipper Communication & Dispute Resolution: Respond to shipper emails and manage claim-related communication promptly and professionally, and handle dispute resolution with clear, evidence-based explanations.
• CONTINUOUS IMPROVEMENT
• Continuous Improvement: Identify recurring issues and flag operational risks where improvements are needed to support the ongoing evolution of the operation.
• REQUIRED

Skills

Degrees

Industry

Company size