Job Description

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

• £13.35 per hour
• 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