Contact Centre Support

New Today

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
Apply
Location:
Warblington
Salary:
£13.35 /hour
Job Type:
FullTime
Category:
Customer Services

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