Chinese jobs in Farnham Common

Customer Service Specialist

Location: Iron Bridge Road N, Uxbridge, London, UB11 1BT

Working Hours: Monday to Friday, 8:30am – 5:30pm

Role Overview

Manage customer enquiries and support service quality across JT’s collection and delivery operations. Working closely with internal teams, shopping platform business teams and approximately 30 delivery partners, you will investigate complaints, monitor delivery standards and drive corrective actions to improve operational performance and customer experience.

Key Responsibilities

Customer Service and Case Management

· Act as a main point of contact for customer enquiries through the customer service system and telephone.

· Manage assigned tickets, coordinate investigations with internal teams and delivery partners, and ensure timely follow-up and resolution.

· Maintain accurate case records and supporting documentation, clearly recording findings, root causes, actions taken and outcomes.

· Liaise with shopping platform business teams to support high service standards across JT’s first-mile collection operations.

Daily Complaint Analysis and Corrective Actions

· Compile and validate complaint data across approximately 30 delivery partners, with particular focus on missing parcels and parcels falsely marked as delivered.

· Analyse complaints by delivery partner, station, driver and issue type to identify recurring problems, unusual increases and drivers requiring closer monitoring.

· Prepare case summaries and corrective action plans, communicate findings to the relevant partners, and coordinate training and improvements with the network management team.

Daily Proof of Delivery Checks

· Randomly review at least 10 parcels marked as delivered that day at each station, covering a minimum of 300 parcels daily.

· Assess proof of delivery (POD) images for clarity, identifiable delivery surroundings and safe parcel placement, including checks for images showing only the shipping label.

· Record results, retain supporting screenshots, calculate sample compliance rates and follow up on identified issues.

· Use findings to monitor daily risks and initiate further investigation where anomalies arise.

Root-Cause Investigation and On-Site Reviews

· Investigate delivery issues beyond POD compliance, including misdeliveries, unsafe parcel placement, delivery process weaknesses and driver practices.

· Conduct weekly driver ride-alongs at different stations to assess routes, address identification, delivery conditions and station management.

· Translate case findings and on-site observations into practical corrective actions, assign follow-up responsibilities and verify effectiveness.

Partner Training and Driver Performance Management

· Identify priority stations and drivers using complaint trends and POD review findings.

· Prepare practical case studies and deliver targeted weekly training in coordination with the network management team and last-mile partners.

· Document training attendance and corrective action requirements, and assess subsequent improvements in delivery quality and missing-parcel complaints.

· Maintain records for drivers requiring closer monitoring, verify their progress with the relevant teams, and follow the required account deactivation process where performance remains unsatisfactory after training.

Performance Reporting and Continuous Improvement

· Prepare daily operational reports, weekly performance reviews and monthly trend analyses covering complaints, POD compliance, service metrics and corrective action progress.

· Highlight unresolved issues, responsible contacts and priorities for the following week.

· Evaluate partner and driver improvement, identify persistent issues, and recommend changes to processes, training and monitoring priorities.

Team Cover and Handover

· Provide essential cover during colleagues’ leave and ensure clear handovers of data, cases and outstanding actions.

· Maintain continuity in customer support, daily monitoring, corrective action follow-up and priority issue resolution.

Requirements

· Fluent in spoken and written English, with clear communication skills and the ability to explain findings and coordinate actions across teams.

· Strong analytical and problem-solving skills, with the ability to interpret operational data, identify trends and anomalies, investigate root causes and recommend practical improvements.

· Good data management skills, including collecting, validating, organising and maintaining accurate complaint, delivery and performance records.

· Proficient in Microsoft Excel for data analysis and reporting, including pivot tables, lookup functions and charts.

· Good presentation and public speaking skills, with the ability to deliver training, explain operational findings clearly and engage delivery partners and drivers.

· Able to summarise findings in clear reports and track service metrics, corrective actions and improvement outcomes.

· Comfortable handling customer enquiries by phone and through customer service and ticketing systems.

· Able to work accurately under pressure, manage competing priorities and adapt to a fast-paced environment.

Job Type: Full-time

Work Location: In person