Senior customer service advisor

Senior Customer Care Advisor – Shape how we deliver delicious, every day At Domino’s, your skills, ideas and judgement really matter. As our Senior Customer Care Advisor, you’ll play a key role in how we deliver for customers handling complex escalations, supporting the wider team, and helping us improve how we work. What You’ll Bring This role is perfect if you’re confident handling escalated customer issues, enjoy helping others develop, and like spotting ways to make day-to-day processes work better. You’ll be based in Milton Keynes, working Sunday to Thursday, 12:30pm to 8:00pm, with an expectation to come into the office typically one to two days a week. If you’re looking for a step forward in your customer care career, want more ownership, and like the idea of getting involved in new projects, this is a genuine opportunity to build your experience in a well-known brand. Success in this role: You’re confident handling complaints and more complex customer issues, staying calm, fair and professional under pressure. You’ve got strong IT skills, including Microsoft Office, and you can learn new systems quickly. You’re comfortable working independently, managing priorities, and knowing when to make a call and when to escalate. If you’ve used tools such as Halo, Domi Central, Puzzle, or AI tools that would be advantageous What You’ll Be Doing You’ll be the senior escalation point in the team, helping make sure customer issues are handled properly, progressed at pace, and resolved with care. Alongside managing your own workload, you’ll help support new starters and advisors with everyday queries, share best practice, and contribute ideas that make the team stronger. Taking ownership of escalated and more complex customer issues across phone, email and digital channels, investigating thoroughly and keeping customers updated until resolution. Supporting day-to-day team activity by triaging cases, answering “how to” questions, helping new starters, and sharing clear, practical guidance with advisors. Spotting trends, improving templates, FAQs and ways of working, and supporting projects that help the Customer Care team work more clearly and efficiently. How We Will Support You Bring your flavour, and we’ll back your future. In this role, you’ll have the chance to build your experience in a senior customer care position, develop your judgement, and get involved in projects and improvements that go beyond day-to-day case handling. A clear induction and the support you need to settle in quickly and feel confident in what’s expected from day one. Ongoing support from your manager and the wider team, with room to build expertise and take on more ownership over time. Opportunities to build your skills, contribute to projects, and develop towards future progression as the team grows. Recognition for great work, whether that’s everyday appreciation or bigger moments through our Domi Awards.