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<h2>Job Details</h2>Location: Hybrid – 3 days a week at VHQ, Crawley Hours: 37.5 per week, Monday to Friday Contract Type: Permanent Salary: Competitive Closing Date: 24th October 2025At Virgin Atlantic, we're more than just an airline—we're a brand that reimagines the way people experience travel. With a bold vision to become the most loved travel company, we thrive on challenging the status quo, pushing the boundaries of aviation, and celebrating individuality every step of the way.<h2>In a nutshell</h2>Every interaction with our guests is a moment that matters—and we’re on a mission to make each one extraordinary. As Senior Manager, Customer Measurement &amp; Analytics, you’ll lead our strategy for transforming data into insights that drive meaningful, real-time improvements across every step of the customer experience.You’ll lead the design and execution of a measurement framework that spans both digital and physical journeys, bringing together analytics, Voice of the Customer (VoC), and experimentation to inform decisions and inspire action. Your role is vital in embedding a culture of insight-driven change—making sure we don’t just listen to our customers, but act swiftly and visibly on their feedback.<h2>Key Responsibilities</h2><ul><li>Develop a unified measurement framework across digital and offline touchpoints—ensuring metrics are consistent, reliable, and actionable across the organisation. Own and optimise the business use of Adobe CJA, Adobe Target, and Medallia—driving adoption, enabling self-serve insights, and empowering teams to act on customer feedback and experimentation results. Lead Virgin Atlantic’s experimentation strategy—governing digital testing frameworks, tooling, and best practices that support high-quality A/B and multivariate testing at scale. Champion real-time VoC programmes that gather and combine customer feedback with behavioural analytics to generate clear, impactful insights. Work cross-functionally to ensure these insights inform strategy, prioritisation, and reduce service failtures Close the loop with customers—collaborate with frontline and customer care teams to respond meaningfully to feedback, track resolution effectiveness, and continuously improve satisfaction and trust. Act as our subject matter expert on journey analytics, VoC, and digital experimentation—maintaining cutting-edge tools and practices while staying on top of emerging trends and capabilities. Build and lead a high-performing team of analytics professionals—fostering a culture of curiosity, collaboration, and learning, while delivering measurable impact across the business.</li></ul><h2>About You</h2><ul><li>Considerable experience in customer insight, digital analytics, or customer experience—preferably in a fast-paced, customer-first environment. Deep expertise in digital analytics tools, with a strong preference for Adobe Experience Cloud (CJA, Target). Solid experience with Voice of the Customer methodologies and platforms (e.g. Medallia), and embedding them into broad customer journey strategies. Proven ability to translate complex data into actionable insights that influence customer satisfaction and loyalty. Excellent stakeholder management skills and the ability to drive collaboration across multiple teams and levels. Experience working within agile or cross-functional product environments is a plus.</li></ul><h2>Be yourself - our differences make us stronger</h2>Our customers come from all walks of life and so do our colleagues. That’s why we’re proud to be an equal opportunity employer and actively encourage applications from all backgrounds. At Virgin Atlantic, we believe everyone can take on the world - no matter your age, gender, gender identity, gender expression, ethnicity, sexual orientation, disabilities, religion, or beliefs. We celebrate difference and everything that makes our colleagues unique by upholding an inclusive environment in which we can all thrive. So that everyone at Virgin Atlantic can be themselves and know they belong.To make your journey with us accessible and individual to you, we encourage you to let us know if you’d like a little extra help with your application, or if you have any individual requirements at any stage along your recruitment journey. We are here to support you, so please reach out to our team, (<a href="mailto:recruitment@fly.virgin.com" target="_blank">recruitment@fly.virgin.com</a>) feeling confident that we’ve got your individual considerations covered.<h2>Our recipe for leadership</h2>At Virgin Atlantic, our leaders empower teams to thrive through collaboration, innovation, and excellence. Explore our Leadership Recipe and discover the 20 core ingredients that define what it means to lead with us, driving our mission to be the most loved travel company and achieve sustainable profit. Want to learn more? <a href="https://careers.virginatlantic.com/leadership" target="_blank">Click here</a> &nbsp;

Senior Manager - Customer Measurement & Analytics: Virgin

Service Advisor benefits package for Crawley Jaguar Land RoverJob Benefits · 25 days annual leave + Bank Holidays. · Company pension scheme · Employee referral programme · Working Pattern and applicable rotas · Annual bonus potential · Manufacturer training · Harwoods AcademyJOB PURPOSEThe role of the Service Advisor is to:<ul><li>Provide our customers with a warm, inviting and streamlined experience. Service Advisors will be required to build strong and trusting relationships whilst delivering outstanding levels of efficiency and communication.</li></ul><ul><li>Be a knowledgeable and supportive point of contact for customers requiring servicing or repair to their vehicles.</li></ul><ul><li>Successfully manage the flow of information between the workshop, the rest of the business and the customer to guarantee a highly satisfactory customer experience and to meet our brand standards.</li></ul><ul><li>Here at Harwoods, we highly value organisational, communication and time management skills along with a friendly smile.</li></ul>Department/Business/Location: ServiceReports to: Service ManagerKEY RESPONSIBILITIES<ul><li>Provide exceptional levels of customer service and ownership throughout your customer’s Harwoods experience.</li></ul><ul><li>Ensure a close relationship with the workshop to guarantee a high standard of communication for the customer.</li></ul><ul><li>Contribute to the achievement of productivity and customer satisfaction targets by meeting and exceeding individual KPI targets.</li></ul><ul><li>Handle customer enquiries and queries promptly and efficiently to create and maintain customer loyalty and retention.</li></ul><ul><li>Confidently establish an understanding agreement with the customer of the work to be carried out.</li></ul><ul><li>Accurately maintain the service department loading system in line with workshop capacity.</li></ul><ul><li>Manage the handover and administration and explain the work carried out on vehicle ensuring customers full understanding and authorisation.&nbsp;</li></ul><ul><li>Understand and adhere to manufacturer service requirements.</li></ul><ul><li>Maintain safe working practices and abide high standards of the business.</li></ul><ul><li>Take on additional responsibilities as required by the business.</li></ul>Skills &amp; RequirementsEssential<ul><li>Full UK driving licence.</li><li>Organised.</li><li>Smart appearance.</li><li>Confident.</li><li>Ability to excel in a team-based environment and achieve common goals.</li></ul>ExperienceDesirable<ul><li>Relevant experience in a customer facing role delivering excellent service.</li></ul> &nbsp;The Harwoods WayHarwoods Group is a values led, family owned automotive retail group that was founded in 1931. Our values are lived and breathed by all of our colleagues to enable industry leading customer experience and colleague engagement, as detailed below:We Treasure our people and our customersWe challenge ourselves to grow &amp; improveWe grab responsibilityWe run in the same direction as one teamWe inject energy and fun into our workWe are a top 30 automotive dealer group, as ranked by annual turnover on AM100, representing the following brand partners:Bentley, McLaren, Aston Martin, Jaguar, Land Rover, Audi, Volvo, BMW &amp; Mini (Service), MANWe operate across 5 counties in the South East of England, namely:Surrey, East Sussex, West Sussex, Wiltshire, Hampshire.With a high colleague engagement score of 72%, Harwoods Group has a real differentiator with our industry leading people development programme, including:recruitment and selection; onboarding; induction; probation; lets talk one to ones; Harwoods Academy; succession and development; colleague recognitionAfter continued growth, we now operate with circa 1,100 colleagues across circa 28 state of the art facilities.We demand the best for our colleagues and our customers and look forward to your application at <a href="mailto:recruitment@harwoods.co.uk" target="_blank">recruitment@harwoods.co.uk</a>Skills for the jobLiteracy Numeracy Techincal

Manor Royal Business District

Service Advisor: Harwoods

Vacancy NameCustomer Service Executive - TransfersVacancy NoVN1858Employment TypeFull-TimePrimary Work LocationPeople's Partnership - HQDescriptionCustomer Service Executive – Transfers About People’s Partnership: At the heart of our not-for-profit organisation is a commitment and a motivation to make the future-saving experience a simple one for our members. We champion fairness and simplicity, not profit-chasing. Imagine a financial adventure where everyone's a winner, fuelled by our exceptional service and brought to life by the fantastic individuals who work for us. We're a diverse employer with a flexible, hybrid working approach, ensuring everyone gets the opportunity to come to work and be the best version of themselves. What you'll be doing: Our Customer Service teams are the heart of People’s Partnership, ensuring our customers receive excellent service and technical support. You will deliver an excellent customer experience by providing tailored responses by understanding our customer’s needs, throughout the life of their relationship with us. You’ll support your team and work with colleagues across Customer Service Delivery to ensure we meet our customers’ needs whilst adhering to compliance and service standards. • Being multi-skilled by managing a broad range of customer queries and requests across a range of products and processes, ensuring you provide professional and helpful service through effective customer communication which maybe: in or outbound calls, emails or letters. • Respond to customer enquiries and requests using active listening skills and attention to detail when communicating via all channels of communication. To understand and support customers so that their needs are met - and service standards are maintained. • Supporting your colleagues on a day-to-day basis to resolve queries, build knowledge and confidence, and achieve quality and compliance standards. • Build and maintain relationships with both internal and external customers and third parties • Protect our Business, Customers and Colleagues by putting into practice training and acting in line with legislative and regulatory requirements, including Automatic Enrolment, The Pension Regulator (TPR), Financial Conduct Authority (FCA), Department for Work and Pension (DWP), His Majesty’s Revenue and Customs (HMRC), Data Protection Act (DPA) and any other relevant rules. What we’re looking for: • Good working knowledge of Microsoft Excel &amp; Word. • Experience in Administration/Customer service. • Numerate with good attention to detail. • Proven ability to explain detailed and/or complicated information in simple, everyday language. • Excellent verbal communication skills. • Self-motivated, disciplined and organised and ability to work effectively unsupervised. What you can expect from us: ● Generous pension contributions with an employer contribution of up to 14% ● Real living wage ● Income protection, critical illness cover &amp; death in service insurance ● Employee healthcare ● Parental and adoption leave ● Learning &amp; development opportunities and study support ● Travel season ticket loans ● Grab &amp; Go Deli Café ● Volunteering days and charity payroll giving ● Onsite gym ● Ride-to-Work scheme ● Social clubs and events Disability Statement People's Partnership is an equal opportunities employer. We believe everyone has the right to be treated fairly, with dignity and respect. We are committed to treating all our people (and all who apply for a role at People's Partnership) equally and enabling them to perform at their best and demonstrate what they have to offer. We are a disability committed employer, please let us know if you need any reasonable adjustments made to our recruitment process (application, selection assessments where relevant, and interview) to enable you to show us the best “you”.PerksOur people are our strength so finding ways to value and reward them is important to us. That’s why we offer an award-winning pension – it’s what we’re good at – plus health care cover, an onsite gym, access to a personal trainer; even the odd massage. And if they’re feeling peckish after all that activity, they can always refuel in our subsidised restaurant. Discover more of People's Partnership's employee benefits including our training programme, which is designed to give our people the support they need to develop a fulfilling career.Salary Range &nbsp;

Customer Service Executive - Transfers: People's Partnership

Location: Hybrid – 3 days a week at VHQ, Crawley Hours: 37.5 per week, Monday to Friday Contract Type: Permanent Salary: Competitive Closing Date: 3rd October 2025<h2>In a nutshell</h2>At Virgin Atlantic, we're more than just an airline—we're a brand that reimagines the way people experience travel. With a bold vision to become the most loved travel company, we thrive on challenging the status quo, pushing the boundaries of aviation, and celebrating individuality every step of the way.As CRM Manager, you’ll define and deliver Virgin Atlantic’s CRM strategy, working closely with the Senior Manager, CRM Delivery. Leading a team of three CRM Leads—focused on Trade, Pre-Flight, and Flying Club (Loyalty)—you’ll oversee the execution of customer journeys across our owned channels (SMS, WhatsApp, email, and app).Your mission? To drive over incremental flown revenue, strengthen customer retention, and contribute directly to our NPS growth. You’ll champion CRM as a driver of business change, aligning with our goals of sustainable profitability and becoming the world’s most loved travel company.<h2>Day to day</h2><ul><li>Build and deliver a CRM strategy &amp; trading plan that enhances the pre-flight experience and drives Flying Club growth.</li><li>Lead and inspire a team of three CRM Leads, enabling them to deliver bold, insight-driven activations.</li><li>Partner with stakeholders across Virgin Atlantic to gain buy-in and deliver CRM initiatives aligned to business goals.</li><li>Champion automation and AI-driven ways of working—unlocking efficiency, scalability, and speed to market.</li><li>Develop CRM’s role in Flight+, Ancillaries, Upsell, Cross-Sell, and Online Retail to maximise revenue and margin.</li><li>Deliver personalisation at scale—enabling 1:1 lifecycle interactions across all CRM channels.</li><li>Activate segmentation strategies, embedding their value across the organisation.</li><li>Collaborate with Omnichannel Analytics, Data &amp; Delivery teams to ensure best-in-class execution and actionable insights.</li><li>Own Pre-Flight VoC performance, driving continuous improvements that contribute to overall NPS targets.</li><li>Enhance multi-touchpoint pre-flight journeys—delivering greater personalisation by cabin, destination, and segment.</li></ul><h2>About You</h2><ul><li>Degree-level qualification (or equivalent experience) with a proven track record of delivering commercial results through CRM.</li><li>Experience in a fast-paced, high-performing environment.</li><li>Strong data and insight-led mindset, with demonstrable CRM activation case studies.</li><li>Skilled in managing diverse stakeholders across business and technical domains.</li><li>Confident communicator with strong influencing, storytelling, and presentation skills.</li><li>Adept at resolving conflicts and aligning cross-functional teams.</li></ul><h2>Be Yourself – We Celebrate Difference</h2>At Virgin Atlantic, diversity and inclusion are at the heart of everything we do. We’re proud to be an equal opportunity employer and welcome applications from all backgrounds. If you require any adjustments during the recruitment process, reach out to us at <a href="mailto:Recruitment@fly.virgin.com" target="_blank">Recruitment@fly.virgin.com</a>—we’re here to support you.<h2>Our recipe for leadership</h2>At Virgin Atlantic, our leaders empower teams to thrive through collaboration, innovation, and excellence. Explore our Leadership Recipe and discover the 20 core ingredients that define what it means to lead with us, driving our mission to be the most loved travel company and achieve sustainable profit. Want to learn more? <a href="https://careers.virginatlantic.com/leadership" target="_blank">Click here</a> &nbsp;<a href="https://iagime.fa.ocs.oraclecloud.com/hcmUI/CandidateExperience/en/sites/CX/jobs/preview/56/apply/email" target="_blank">Apply now</a>

CRM Manager: Virgin Atlantic

Salary: 31,450 Location: West Hove Store, Hove, BN3 7GD Contract type: Permanent Business area: Retail Closing date: 25 October 2025 Requisition ID: Leading in our stores:Our management teams don't just run stores - they're the driving force behind our business. With bold leadership, a passion for service and an eye for opportunity, they empower teams to raise the bar every single day for our customers. Whether it's product availability, safety standards, or delivering seamless daily operations, they're hands on, sleeves rolled up changemakers. And the impact? Work becomes more rewarding for our colleagues, and shopping becomes a next level experience for every customer who walks through our doors. This is how we bring our purpose to life, one powerful action at a time.What you'll be doing:<ul><li>Taking responsibility for the overall customer experience across the store from the checkout to back of house ensuring we deliver on our customer commitments</li><li>Managing the front end checkout operation, ensuring all our customers are served in line with our expectations</li><li>Managing operations in our petrol station (If your shop has one)</li><li>People management is a big part of the role, managing performance and capability, conducting disciplinaries and ensuring scheduling and pay are accurate.</li><li>At times you may assume overall responsibility for running the store, making sure that all colleagues are given direction and support to deliver for the customer.</li></ul>What makes a great customer experience manager:<ul><li>Previous line management responsibilities in a fast paced, operational environment.</li><li>Someone who is truly obsessed with customers and service, and coaches a team to do the same.</li><li>Delivers KPI's or other performance indicators.</li><li>Can manage disciplinaries, performance issues or other similar employee relations issues.</li><li>Leads operations and comfortable doing this alone in the absence of more senior management.</li><li>A track record of delivering exceptional customer experiences, with evidence of coaching others to consistently raise the bar.</li><li>Experience leading teams in a dynamic, customer facing environment - you've inspired others, driven high performance, and created a culture where colleagues thrive.</li><li>Leadership experience in a high volume, fast paced operational setting - whether in retail, food service, or hospitality - where you've overseen daily operations, solved business problems, and kept teams focused on what matters most: delivering for customers.</li><li>Proven success in delivering against a wide range of KPIs - from sales and stock availability to customer satisfaction and colleague engagement, you've made a measurable difference.</li><li>Experience managing complex people matters, including performance, absence, and formal employee relations cases, with confidence and fairness.</li></ul>Working for us has great rewardsSalary will be dependent upon your experience as well as the store size, complexity and location. Alongside this, we also offer a great range of benefits for our managers, including:<ul><li>Discount card - 10% discount off on your shopping at Sainsbury's, Argos, Tu and Habitat after fourweeks. This increases to 15% discount off at Sainsbury's every Friday and Saturday and 15% off at Argos every pay day.</li><li>An annual bonus scheme based on our, and your, performance.</li><li>Free food and hot drinks provided for Colleagues in all our stores.</li><li>Generous holiday entitlement, maternity and paternity leave.</li><li>Pension - we'll match 4-7.5% of your pension contributions.</li><li>Sainsbury's share scheme - build up an investment at discounted rates.</li><li>Wellbeing support - access to emotional support, counselling, legal and financial advice.</li><li>Colleague networks - link with like-minded people to help fulfil your potential.</li><li>Our Cycle to Work scheme gives you the opportunity to hire a new bike and cycling equipment, whilst saving on tax and NI.</li><li>Special offers on gym memberships, restaurants, holidays, retail vouchers and more.</li></ul>An inclusive place to work and shop:We are dedicated to being a truly inclusive retailer, where every colleague can achieve their full potential and every customer feels welcome when they shop with us.To support this commitment, our colleagues may be entitled to a range of enhanced discretionary leave for families, as well as support for carers. We provide our colleagues resources to help them understand and support their role and their team effectively. Our internal colleague networks seek to ensure true representation for everyone, helping us identify and remove barriers that our colleagues may face. We are proud to offer a range of development opportunities, including mentorship, training, and career progression pathways, to help our colleagues grow and succeed. We also celebrate diversity through various initiatives and events, fostering a culture of inclusion and respect. If you would like to learn more about our commitment to inclusivity, please take a look here .Should you require any reasonable adjustments during the application or interview stages, please let us know, and we will endeavour to support you.

Customer Experience Manager

# Customer Experience Manager  Brighton, East Sussex  DescriptionRole: Customer Experience Manager Location: Brighton (Hybrid - 3 days in office) Hours: Full time - 36.25 hours per week (office-based - some flexibility for the right person) Pay: £31,000 - £34,000 per annum An excellent opportunity has arisen for a Customer Experience Manager to join one of our longstanding clients, an exciting organisation based in Brighton. Benefits Hybrid working after induction Additional day off for your birthday Holiday entitlement increasing up to 25 days with service Two learning and development days per year Opportunities to travel and experience company trips Supportive and people-first culture The Requirements Proven background in customer service management, compliance, or quality assurance Strong communication and conflict resolution skills, with experience handling sensitive issues Ability to analyse data, identify trends, and present actionable recommendations Knowledge of regulatory frameworks (ABTA, Package Travel Regulations, GDPR) Experience in designing and delivering training Strong organisational and project management skills (Desirable) Experience within the travel or education sector (Desirable) Experience as a Data Protection Officer or in a similar compliance role (Desirable) Familiarity with safeguarding and inclusion standards (Desirable) Awareness of AI and its application in customer experience The Role Act as the central point for all customer feedback and complaints Gather, assess, and report feedback to identify root causes and recommend improvements Lead customer service meetings and drive continuous improvement initiatives Support internal teams with customer engagement and issue resolution Ensure compliance with relevant regulatory and insurance requirements Serve as Data Protection Officer, managing breaches, compliance logs, and training Oversee terms and conditions updates and internal communication Design and deliver customer service training and service excellence programmes Collaborate on cross-departmental projects to enhance customer insight Support insurance renewals, claims, and H&amp;S initiatives Promote safeguarding and inclusion across the business Provide strategic guidance on responsible AI adoption to improve productivity and customer experience If you're keen to join a collaborative and forward-thinking organisation that truly values its people and customer experience, then please apply to this Customer Experience Manager role below or call Jamie Watson on (phone number removed) between 9:00am - 5:30pmAd ID:

Customer Experience Manager Brighton, East Sussex Clearline Recruitment Ltd £31,000 - 34,000 - ...

What we do Electric Car Leasing Why we do it Greener. Fairer. Future. Role overview We're looking for a highly skilled Customer Care (Complaints and customer feedback) Team Lead to oversee our team who'll investigate and analyse customer complaints in regulated and non-regulated environments over a parental leave cover of 12 months.The ideal candidate will possess excellent internal and external communication skills, a strong curiosity for all things complaints, and the ability to motivate a team to deliver fair outcomes to our customers, with exceptional attention to detail. What you'll do <ul><li>Thoroughly investigate and analyse all escalated complaints</li><li>Handle complex inbound and outbound communication with customers in a calm and assertive way</li><li>Working closely with our Operations and Customer Success teams to deliver data-led performance monitoring, aligned to individual and team wide objectives</li><li>Use several data sources to monitor performance across metric scorecards and regular reporting against KPIs/SLAs</li><li>Communicate with internal and external parties, as needed, to investigate and close complaints</li><li>Ensure regulatory compliance, including meeting SLAs and liaising with the Financial Ombudsman Service and the British Vehicle Rental and Leasing Association (BVRLA) for escalated complaints</li><li>Maintain and update the complaints database with accurate information</li><li>Make recommendations for fair redress and remedial actions</li><li>Ensure all complaints are documented according to policies and procedures</li><li>Provide root cause analysis and notify senior management of trends to make recommendations for customer experience improvement</li></ul> What you'll need <ul><li>Proven ability to lead and motivate teams effectively - this is vital!</li><li>Exceptional people skills with the capability to communicate effectively and drive a team to consistently deliver on our exceptional customer experience.</li><li>Proven Complaint Handling experience in an FCA regulated environment</li><li>High level understanding of the FCA's DISP regulations</li><li>Excellent written and verbal communication skills</li><li>Ability to build strong relationships with internal and external partners (power of persuasion)</li><li>Experience in data analysis</li><li>Experience in suggesting and implementing business improvements based on feedback</li><li>Experience in Financial Ombudsman Service and/or British Vehicle Rental and Leasing Association (BVRLA) liaison and case management</li></ul> About us The electric revolution has arrived - and from 2035 you'll no longer be able to buy a new petrol or diesel car in the UK.We're building a whole new way for drivers to join the electric charge and not only learn about and shop for their EV online, but experience a 'lease for life' through an industry changing customer experience. This is the chance to join one of the UK's most exciting start-ups - making it easy for individuals and businesses to go electric by getting their car, charger and energy all in one cracking deal.Octopus Electric Vehicles launched in 2018 to make it seamless to switch to cleaner, greener driving. Our mission is to drive sustainable change, decarbonise the planet and provide our customers with fair pricing and a fantastic experience.We're an Octopus Energy company-an innovative new energy supplier. We are part of the Octopus Energy Group, which seeks to improve the lives of millions of people by transforming the industries we operate in. The Octopus Group incorporates Octopus Energy, Octopus Healthcare, Octopus Investments, Octopus Property, Octopus Ventures and Octopus Labs.If this sounds like you then we'd love to hear from you.Need any specific accommodations? Whether you require specific accommodations or have a unique preference, let us know, and we'll do what we can to customise your interview process for comfort and maximum magic!We are an equal opportunity employer and do not discriminate on the basis of any protected attribute. Our commitment is to provide equal opportunities, an inclusive work environment, and fairness for everyone.

Customer Care Team Leader (12month contract)

Customer Service Advisor, French Speaker (Day Shift) Posted: 26/09/2025Closing Date: 17/10/2025Job Type: Permanent - Full TimeLocation: Brighton, Brighton and Hove, United KingdomJob Category: Call Centre and Customer Service Job Description Travel Guard is a leading travel insurance provider, serving millions of leisure and business travellers worldwide. Established in 1982 we offer a comprehensive portfolio of travel insurance solutions and global assistance services. Travel Guard operates service centres across Asia, Europe, and the Americas, ensuring 24/7 support to help travellers navigate unexpected circumstances that may disrupt their plans.As part of the Zurich Cover-More Group, we now have access to an extensive global network and resources, further strengthening our ability to deliver reliable, innovative, and tailored insurance and assistance for our customers.An exciting opportunity has arisen to join our rapidly growing travel insurance business as a French Medical Assistance Co Ordinator. Our French Medical Assistance Coordinators (MACs) are the first point of contact for our customers across the globe who require medical assistance while travelling for leisure or for business. These are exciting roles for individuals ready to make a difference providing a positive impact to our customers when they need it most!Our MACs are customer centric and able to demonstrate empathy. They are great at listening, have strong organisational skills with the ability to multi-task and prioritise, and they are fantastic team players.You will work a 37.5 hour week on a shift pattern from 08:00am to 08:00pm from Monday to Sunday (including some public holidays - 4 days on followed by 4 days off) The training period for this role is approximately 8-10 weeks, The training will take place in our Brighton office between the hours of 9am - 5pm Monday to Friday. The start date for this role is 17 th November 2025.So, what's the job?<ul><li>You'll liaise with customers and corporate clients over the phone and via email, many of whom will be in difficult and sensitive circumstances.</li><li>You'll provide practical help through finding solutions and advice to customers who may be distressed or vulnerable.</li><li>You'll liaise with our in-house medical team to coordinate medical assistance and emergency medical travel services for customers.</li><li>You'll provide customer service support re policy cover, monitoring and reporting on patient status and coordination of travel emergencies.</li><li>You'll provide pre-travel advice, arrange medical appointments or hospitalisation abroad and coordinate air ambulances.</li><li>You'll ensure all case handling is accurately documented in our system.</li><li>You'll work towards targets and key performance indicators (KPIs) to achieve business objectives.</li></ul>And what are we looking for?<ul><li>You'll be fluent in French and English.</li><li>You'll have a solid customer service background.</li><li>You'll have excellent written and verbal communication skills with empathy, respect, and patience.</li><li>You'llhave the ability to multi-task and prioritise your workload to meet targets and deadlines.</li><li>You'll have the ability to handle difficult conversations and solve problems.</li><li>You'll have basic computer skills, proficiency in Outlook, data entry, good numeracy, literacy, and attention to detail.</li></ul>So, why choose us?We value optimism, caring, togetherness, reliability and determination.We have more than 2500 employees worldwide: we're a global group of digital specialists, actuaries, marketers, doctors, nurses, case managers, claims specialists, finance experts and customer service professionals. We share a global mission to look after travellers, at every step of their journey.Job flexibility . We understand the importance of making sure that work fits into your life, not the other way around. Our hybrid work week policy ensures our employees maintain work-life balance with the flexibility of 3 days in the office and 2 days working from home.Career growth. We want you to continue to learn, develop and bring your ideas to the table. We want to hear what you think, and we want you to work with the business - not for the business!Take the time you need, for you and your community. We encourage you to take the time you need, when you need it. We offer regular annual and personal leave benefits along with anniversary leave, volunteer leave and a comprehensive paid parental leave scheme.Diversity and inclusion. We respect who you are and thoroughly embrace diversity. So whatever walk of life you wander, just be you and come as you are.We also offer some fantastic benefits including:<ul><li>Health insurance</li><li>Life insurance</li><li>Income protection</li><li>Company subsidised pension</li><li>25 days annual leave</li><li>Short term incentive plan</li><li>Employee reward and recognition scheme</li><li>Flexible working opportunities</li><li>Competitive family and parental leave programme</li><li>Employee assistance program</li><li>Volunteering leave</li><li>Online learning and training opportunities</li><li>Professional membership</li><li>Work anniversary leave</li></ul>Apply today and let's go great places together!

Customer Service Advisor, French Speaker (Day Shift)

Job Title: French Customer Service Advisors (Nights)Location: Brighton (Hybrid after training - 1-2 days per month in office)Hours: 4 days on, 4 days off (8:00pm - 8:00am)Salary: 34,450 + 5% Bonus + Excellent BenefitsAn excellent opportunity has arisen for French Customer Service Advisors to join one of our longstanding clients, a global business with a vibrant and inclusive culture, in Brighton. This role offers hybrid working once training is completed.Benefits include:<ul><li>25 - 30 days holiday plus bank holidays</li><li>9% Retirement Savings Plan</li><li>Private medical insurance (BUPA)</li><li>Life Insurance &amp; Income Protection</li><li>Company Sick Pay</li><li>Cycle to Work Scheme &amp; Season Ticket Loan</li><li>Employee Discounts</li></ul>The Requirements:<ul><li>Fluent in French &amp; English (written and spoken)</li><li>Minimum 2 A Levels (A-C) or equivalent</li><li>Previous customer service experience</li><li>Confident communicator, both written and verbal</li><li>Strong IT literacy and ability to multitask</li><li>Proactive, solutions-focused attitude</li></ul>The Role:<ul><li>Provide customer support in French and English overnight</li><li>Handle policy, claims, and travel emergency queries</li><li>Document all case handling accurately</li><li>Manage escalations and complaints in line with FCA guidelines</li><li>Deliver excellent service and meet KPIs/SLAs</li><li>Contribute to a customer-first culture</li></ul>If you're keen to join an exceptional team with strong career progression opportunities, apply to this French Customer Service Advisor (Nights) role below or call Jamie Watson at Clearline Recruitment on (phone number removed) between 9:00am - 5:30pm.

French Customer Service Advisors Nights

Overview What we do. Electric Car LeasingWhy we do it. Greener. Fairer. Future.We're looking for a highly skilled Customer Care (Complaints) Feedback Executive to handle and investigate customer complaints and other forms of feedback in regulated and non-regulated environments. The ideal candidate will have exemplary communication skills, a strong curiosity for all things complaints, and be driven by delivering excellent customer experiences. They will use exceptional attention to detail to identify &amp; provide fair outcomes to our customers. What you'll do <ul><li>Thoroughly investigate and analyse all complex complaints that may take longer than 3 days to resolve</li><li>Handle complex inbound and outbound communication with customers in a calm and professional way</li><li>Work closely with our Operations and Customer Success teams to deliver data-led performance monitoring, aligned to individual and team wide objectives</li><li>Use several data sources to monitor performance across metric scorecards and occasionally report against KPIs/SLAs to support management when needed</li><li>Communicate with internal and external parties as needed to investigate and close complaints</li><li>Ensure regulatory compliance, including meeting SLAs and liaising with the Financial Ombudsman Service and the British Vehicle Rental and Leasing Association (BVRLA) for escalated complaints</li><li>Maintain and update the complaints database with accurate information</li><li>Make recommendations for fair redress and remedial actions</li><li>Document all complaints according to policies and procedures</li><li>Provide root cause analysis and notify management team of trends to recommend business improvements based on feedback</li></ul> What you'll need <ul><li>Work across multiple internal and external platforms whilst maintaining attention to detail</li><li>Proven track record of managing and meeting strict deadlines whilst continuing to support peers</li><li>Proven Complaint Handling experience in an FCA-regulated environment</li><li>High level understanding of DISP regulations</li><li>Excellent written and verbal communication skills</li><li>Ability to build strong relationships with internal and external partners (power of persuasion)</li><li>Experience in Financial Ombudsman Service and/or British Vehicle Rental and Leasing Association (BVRLA) liaison and case management beneficial, but not essential</li></ul> Why else you'll love it here <ul><li>Octopus Electric Vehicles, part of the Octopus Energy Group, won the Sunday Times best company to work for in 2024. We were named 6th out of the top 100 start-ups to work for by Tempo in 2025 and on Glassdoor we were voted 50 best places to work in 2022. Our Group CEO, Greg has recorded a podcast about our culture and how we empower our people</li></ul><ul><li>Wondering what the salary for this role is? On a call with one of our recruiters it's something we always cover as we genuinely want to match your experience with the correct salary. We don't advertise because we have flexibility and would never want salary to be a barrier to applying. We're focused on finding the right octofit.</li></ul><ul><li>Octopus Energy Group is a unique culture. An organisation where people learn, decide, and build quicker. Where people work with autonomy, alongside a wide range of amazing co-owners, on projects that break new ground. We want your hard work to be rewarded with perks you actually care about. Visit our perks hub - Octopus Employee Benefits</li></ul> About us The electric revolution has arrived - and from 2035 you'll no longer be able to buy a new petrol or diesel car in the UK.We're building a whole new way for drivers to join the electric charge and not only learn about and shop for their EV online, but experience a "lease for life" through an industry changing customer experience. This is the chance to join one of the UK's most exciting start-ups - making it easy for individuals and businesses to go electric by getting their car, charger and energy all in one cracking deal.Octopus Electric Vehicles launched in 2018 to make it seamless to switch to cleaner, greener driving. Our mission is to drive sustainable change, decarbonise the planet and provide our customers with fair pricing and a fantastic experience.We're an Octopus Energy company-an innovative new energy supplier. We are part of the Octopus Energy Group, which seeks to improve the lives of millions of people by transforming the industries we operate in. The Octopus Group incorporates Octopus Energy, Octopus Healthcare, Octopus Investments, Octopus Property, Octopus Ventures and Octopus Labs.If this sounds like you then we'd love to hear from you.Are you ready for a career with us? We want to ensure you have all the tools and environment you need to unleash your potential. Need any specific accommodations? Whether you require specific accommodations or have a unique preference, let us know, and we'll do what we can to customise your interview process for comfort and maximum magic!Studies have shown that some groups of people, like women, are less likely to apply to a role unless they meet 100% of the job requirements. Whoever you are, if you like one of our jobs, we encourage you to apply as you might just be the candidate we hire. Across Octopus, we're looking for genuinely decent people who are honest and empathetic. Our people are our strongest asset and the unique skills and perspectives people bring to the team are the driving force of our success. As an equal opportunity employer, we do not discriminate on the basis of any protected attribute. Our commitment is to provide equal opportunities, an inclusive work environment, and fairness for everyone.

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