Are you an experienced customer service professional who thrives on problem-solving and delivering an exceptional customer experience. We’re looking for a proactive Contact Centre Support professional to help drive service excellence and ensure smooth collaboration between an in-house team and outsourced Contact Centre. This is a fast-paced, hands-on role where you’ll take ownership of escalations, analyse customer interactions, and ensure our consumers receive first-class support at every stage of their journey.
Responsibilities
- Act as the key escalation point for complex consumer cases, resolving issues efficiently and empathetically.
- Analyse and monitor Contact Centre performance, providing feedback and guidance to enhance service standards.
- Respond to customer feedback across social media and review platforms (e.g. Trustpilot, Feefo, Facebook).
- Identify training opportunities and service gaps through ongoing engagement analysis.
- Raise and manage replacement product orders, ensuring timely and accurate fulfilment.
- Review and process consumer refund requests in line with company policies.
- Prioritise and accurately record cases involving injury or property damage.
Skills and Knowledge
- Proven background in customer service or contact centre operations, ideally within consumer products.
- Confident working with CRM systems, webchat platforms, and review tools.
- Proficient in Microsoft Office, particularly Excel and Word.
- Strong understanding of consumer legislation and product liability.
- Excellent communication skills — both written and verbal.
- Highly organised, detail-focused, and able to prioritise under pressure.
- Empathetic, solutions-driven, and committed to maintaining high standards of service
Salary and Benefits
- £TBC
- Mon to Fri, 37.5 hour week, with an early Friday finish
- Hybrid working, 2 days from home
- On-site parking
- On-site restaurant
- Excellent working environment
