Live Control Specialist

2 weeks ago

Cape Town, South Africa AnyVan Ltd Full time

AnyVan makes moving anything, anywhere easier, more affordable and greener for everyone. With Over 8 million customers across the UK and Europe since our launch over a decade ago, we’re proud to be known as the largest, fastest growing tech company in the logistics industry.

Like many popular marketplaces, we’re asset light - i.e., we don’t own any vehicles or employ any drivers. We work with our transport partners and use technology to disrupt the entire delivery and moving process and to optimise the most efficient journeys.

Sustainability is a core part of AnyVan’s mission and reducing environmental impact has always been at the heart of our business. We’re proud to say we’ve achieved carbon-neutral status on all our transport moves, and we won’t stop here.

We’ve continuously celebrated exciting growth and key milestones, a key highlight being a £125mn investment from Vitruvian partners to reinforce our position as the UK market leader. We’re expecting the next 5 years to be even more exciting.

Our platform might be driven by technology, but we know it’s our people that make AnyVan a great place to work. We think big, we think differently, and we empower our colleagues to make a difference. We know good ideas can come from anyone in any role - so if you’re a self-starter looking to ‘move’ your career forward - Team AnyVan would love to hear from you.

Our TP’s (Transport Partners) are an integral piece in the services AnyVan are able to facilitate. This role sits within our Live Control team, whose focus on on the day 'jobs' being delivered. Liaising with our TP's to ensure any issues in the 'jobs' being delivered are escalated quickly to our allocations team so we can can make sure that 'job' is reallocated as quickly as possible an we deliver for out customers.

**What you'll be doing**:

- Support the resolution of any operational issues relating to ‘jobs’ being delivered on time to AnyVan standards and processes with TP’s; This includes;
- Deallocating TP’s that are not responding to confirm jobs within specified guidelines (app usage, driver assigned, etc)
- Timely update of any de-allocations to the Allocations team so they can ensure ‘jobs’ are reallocated as quickly as possible
- Keeping customers informed of any issues and solutions to issues on their ‘jobs’
- Investigating repeatable issues and trying to understand root cause issues to improve AnyVan operationally through better procedures & training
- Troubleshooting allocation issues
- Work to agreed targets that focus on both numbers and behaviours (high levels of customer service, etc)

**Skills and experience we think you'll need to be successful in the role**:

- Experience in a contact centre environment or working in transport/logistics, interacting with drivers
- Strong English language skills both written and spoken
- Comfortable working to and achieving targets
- Strong emotional intelligence
- Self-motivated, resilient and not fazed by change
- The ability to develop, high quality, trust-based working relationships and guide TP’s through processes to achieve the best results for the business

**Company Benefits**:

- Competitive base salary with scope for progression
- Medical Aid contribution
- 5% contribution towards pension fund
- 20 days holiday a year
- In-house barista
- Friday drinks and regular social activities
- The chance to work for a fast-growing disruptive technology business

We are extremely proud of our culture and believe in the many benefits that being in the office provides and all of our roles require regular time in our Cape Town office.

We support flexible and hybrid working wherever possible but some roles remain fully office based.
**Please note - Operational roles in our Contact Centre in Cape Town are fully office based. **Where we can support it, typical working patterns would be 3 days in the office and 2 days from home. However, we appreciate everyone’s situation is unique and are open to conversations around the working patterns.

**Diversity and Inclusion

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