We are looking for a customer service professional with experience of analysing customer service feedback to support Customer Success and Membership Manager. This is a hands-on role with time spent answering customer queries directly as well as time focusing on analysing feedback, improving processes, and supporting commercial testing and improvement initiatives. Hours: Monday to Friday 9 5 Key Accountabilities & Responsibilities(include but are not limited to): - Combine frontline customer service with actionable customer and commercial insight. - Answering customer queries across email, phone, and chat to stay close to the customer experience. - Analyse customer tickets to identify recurring issues and opportunities for improvement. Suggest and coordinate solution to reduce those issues. - Consolidating feedback from all channels, surveys, and reviews. - Provide regular business insight reports to highlight trends in satisfaction, complaints, and product/service performance. - Support commercial and service improvements by working with marketing, retail, and digital teams to test initiatives. - Assist with productivity and process improvements, including exploring use of AI tools. - Run and monitor A/B tests to measure commercial and service outcomes. - Support UX improvements by tracking customer pain points and testing changes. Desired Knowledge Skills & Experience - Strong analytical and problem-solving skills, with ability to spot trends in data and feedback. - Clear communicator, able to translate customer and commercial insight into actionable recommendations. - Organised, detail-oriented, and comfortable balancing service delivery with analysis. - Experience with customer service platforms (e.g. Zendesk, Freshdesk, or similar) and/or survey tools. - Interest in testing, AI, and process improvement a plus. - Outstanding Customer service skills and a passion for providing the best customer service possible. - Being reactive and responsive in a timely manner, ensuring the customers feel attended to in a speedy manner - Fluency in written and spoken English (essential) along with a great telephone manner and numerical skills. - Enthusiastic about creativity