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