Job Description

Got Drive? Join AnyVan as we make moving anything, anywhere miles better and build a career that moves just as fast.


Back in 2009, our CEO Angus saw half-empty vans everywhere and knew there had to be a better way! That's how AnyVan began. He set out to create the world's most efficient logistics technology and help halve the number of wasted miles by filling those empty vans.


Since then we've become the nation's favourite way to move, with over 150k five-star reviews and 5 million customers in the UK and Europe. Our team of 400 AnyVanners across London, Cape Town and Bogota is proving that moving doesn't have to cost the earth by helping save 8,520 tonnes of Carbon each year.


Build the future of customer interaction - one conversation at a time.


AnyVan is scaling AI-powered agents across voice and chat to handle real customer and partner interactions at scale. These aren't demos or experiments, they are live systems, speaking to thousands of people every day.


We're looking for an exceptional graduate or early-career individual to help shape how those conversations work in the real world.


This is not a traditional QA role, this isn't a process-following grad scheme. This is a rare opportunity to sit at the intersection of AI behaviour, customer experience, and product thinking, with real ownership and a genuinely open canvas.


This role requires sustained attention to detail, comfort reviewing real customer conversations, and the judgement to make decisions without a predefined playbook. It will suit someone who enjoys deep thinking, pattern recognition, and continuous improvement more than someone seeking a rotational or highly structured graduate scheme.


If you're looking for a highly scripted role with clearly defined answers, this position is unlikely to be a good fit.


If you're analytically sharp, deeply curious, and excited by responsibility early in your career, read on.


What you'll be doing:


Ensure our AI agents:


Sound human, warm, and trustworthy


Follow rules, policies, and system logic correctly


Take the right actions for the right reasons


Handle increasingly complex customer journeys end-to-end.


You'll spend time deep inside real voice calls and chat transcripts, not to score them, but to understand them. You'll identify where things work brilliantly, where they fail subtly, and where the AI could go further.


You'll turn insight into action: improving prompts, refining conversational behaviour, and working closely with product, engineering, and senior stakeholders to expand what our AI can confidently handle.


This role will grow as fast as your capability and impact allow. There is no predefined ceiling.


Your day to day:


Review AI-handled voice calls and chat transcripts daily(This is about insight and systems thinking, not box-ticking QA)


Assess whether conversations feel:


Natural and human


Clear and persuasive


Empathetic and emotionally intelligent


On-brand and confidence-building


Validate that rules, policies, and system/API actions are followed correctly


Did the AI understand the intent?


Did it take the correct action?


Identify edge cases, failure modes, and patterns behind


Escalations to human agents


Customer frustration


Incorrect outcomes


Translate findings into improved AI prompts and conversational content


You will directly edit and improve prompts within agreed controls


Provide examples of better responses that balance clarity, warmth, and authority


Monitor the impact of changes and clearly present results


You will often be required to make recommendations with incomplete information and defend your reasoning to senior stakeholders.


Work closely with product, engineering, and senior business stakeholders to


Implement improvements


Develop new AI use cases


Quantify impact so the right work gets prioritised


Ensure the AI keeps pace with a fast-moving business


New rules, new markets, new products - the AI must stay aligned


Your impact will be tangible and visible. Key outcomes include:


AI Adoption Rate - Increasing the percentage of customer journeys handled end-to-end by AI


Customer Experience - AI-handled interactions matching or exceeding human-handled NPS and satisfaction


Escalation Rate - Fewer conversations escalated due to fixable AI issues


Error Rate - Continuous reduction in incorrect advice, failed actions, or policy breaches


What you'll bring:
We're less interested in what you've done and more interested in how you think. You don't need to be technical, but you do need to think in systems. This role is best suited to a high-potential graduate or early-career professional who is motivated by responsibility, depth of thinking, and long-term impact rather than rapid role rotation.


You must demonstrate the following:


Genuine interest in AI, automation, and product-style problem solving


Intellectually curious and analytically strong and a proactive approach


Strong communication, you communicate clearly both in person and on paper and can synthesise insight, not just list issues


Strong ability to balance empathy with logic and rule-based thinking


A sharp eye for patterns in conversations and behaviour


Data literacy and comfort interpreting trends with the ability to produce effective and accurate reports


Comfortable working with ambiguity and imperfect information


Emotional intelligence and a growth mindset


Strong alignment with AnyVan's values


Our company values are:


Have fun, get it done (work hard play hard, satisfaction in results, do the right thing)


Progress over perfection (Innovate and disrupt, Curious and adaptable, Work quick, learn quicker)


One team thinking big (Collaborate and communicate, Celebrate wins , Embrace challenges)


DE&I


We are committed to building an inclusive and diverse workplace where every voice is heard, every perspective is valued, and every individual has the opportunity to thrive. We welcome applicants from all backgrounds to be part of our mission and contribute to our vibrant culture.