Operations Executive

Job Title: Operations Executive

Reporting to: Operations Manager

Working Hours: 40 hours per week (Monday
- Sunday, with planned shifts 2 weeks in advance between 06:30-22:00)

Location: Potters Bar - Full Time In Office (Except Weekend and Late Shift)

Note: During the initial period, you will be expected to be in the office full-time to complete all necessary training.

Date: August 2025

Business Unit: Business Operations

About LITTA: LITTA is an innovative and dynamic fast‑growing VC‑funded Waste‑Tech Business that is digitally disrupting the UK’s Bulky Waste Collection Sector. Our Mission is to become the UK’s leading Bulky Waste Removal Service, using technology to ethically and sustainably collect our customers' waste using approved local waste collection partners.

Business Operations is a key Function of the business and is the gatekeeper to ensuring that our service is delivered to the highest possible standards. This includes working closely with our service waste collection partners to support customer requirements and ensuring that we continually meet our brand values of being a customer‑first business operating at the highest ethical standards. Reporting directly to the Operations Manager, the Operations Executive is a key role within the business.

This is a varied and dynamic role requiring a strong work ethic, adaptability, attention to detail and the ability to work within a team. You will work with colleagues to solve any ad‑hoc problems that arise, ensuring the seamless running of all aspects of business operations. As a digital‑first organisation, you will be responsible for identifying any recurring issues, making recommendations and highlighting and logging with a view to implementing a solution.

The main objective of the role is to ensure customers (both current and prospective) receive the best possible experience when using LITTA.

• Supporting the Head of Logistics to ensure jobs are appropriately allocated in a timely manner
• Handling all customer interactions in line with the company's Values and managing all customer enquiries
• Helping to drive revenue by proactively taking bookings to support the Sales function as needed
• Solving problems as they arise, and resolving the queries and complaints from customers
• Supporting Waste Collection Partners with issues that arise on jobs
• Supporting Quality Assurance Processes to monitor Business Performance and Standards
• Supporting Business Reporting and Compliance processes and Compliance
• Documenting processes and implementing new processes as needed

• Client Management:
  Answering overflow sales calls and taking customer payments over the phone as needed.
• Booking commercial (account customer) jobs using the relevant processes.
• Answering customer/ client questions (across multiple web chat, messenger email and phone channels).
• Ensuring all required communications are clear and accurate and sent in a timely manner.
• Processing bookings, job amendments, and cancellation as needed.
• Ensuring all processes remain aligned to Terms and Conditions of the business.

• Working with the Head of Logistics to ensure that jobs are assigned to the most appropriate Collection Partners in a logical and achievable manner.
• Ensuring that fleet capacity is closely monitored.
• Ensuring all time slots are met and where this may not be the case communicate with the customer.

• Ensuring jobs are ‘cleansed’ and accurately described before being assigned to the collection team.
• Where necessary, following up with the Sales team or customers to gather missing information that may impact a collection.
• Assisting Collection Partners with job related issues.
• Ensuring tipping tickets / hazardous waste notes are received from Collection Partners.
• Capturing Collection Partner feedback.

• Logging and managing customer complaints.
• Gathering customer feedback and maintaining the highest level of customer satisfaction is maintained.
• Logging feedback and making recommendations to improve the service.
• Ensuring that all (positive and negative) online reviews are monitored and responded…