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