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<h5>Description</h5>37.5 hours per week / permanent /&nbsp;working onsite on a seven-day rolling rota, including evenings, weekends and bank holidays on a four-on-four off shift pattern.<a href="https://www.ymcadlg.org/ymca-downslink-group-about-us/" target="_blank">Our mission</a>&nbsp;is to help children and young people have a fair chance to be who they want to be. We do this by providing a safe home, increasing life skills and self-confidence, and improving emotional wellbeing and mental health.<a href="https://www.ymcadlg.org/where-we-work/ymca-horsham/" target="_blank">Horsham Y Centre</a> provides 24-hour supported housing services offering medium levels of housing-related support for young people aged 16-25 with 50 bedspaces and shared communal facilities. We adopt a trauma informed and psychologically informed approach to supporting our residents to help them build essential life skills, identify their goals and work towards aspirations so that they can move on to enjoy fully independent futures. We have a dedicated team of Support Workers, Night Workers and additional Bank Workers who provide support, guidance, and signposting around areas such as housing, budgeting, living skills, jobs, relationship building and wellbeing. Situated in the middle of Horsham, the service has strong links with and contributes to the local community.We are looking for a Housing Night Worker to join our Horsham Y team.&nbsp;Main areas of responsibilities are:Safety and security<ul><li>Provide a friendly and professional front-of-house welcome to residents, visitors and staff, and ensure the building is safe, secure quiet and welcoming </li><li>Maximise the wellbeing of residents and visitors by ensuring adherence to health and safety protocols and house rules, all within the terms of tenancy agreements</li><li>Assess and monitor the risks presented by residents to ensure they can keep themselves safe and, where possible, continue their development</li><li>Record all incidents and accidents and share appropriately with the wider team, your manager and, if necessary, the central safeguarding team&nbsp;</li></ul>Engagement with residents<ul><li>Welcome residents home and provide informal and responsive support so they can articulate their aspirations and ambitions and acquire the skills they need to live independent and fulfilling lives</li><li>Ensure resident’s views, aspirations, concerns, and ideas are sought so they can play an active role in influencing the services they receive</li><li>Proactively promote the services on offer and ensure residents are encouraged to engage with those services</li><li>Contribute to, or support, evening groupwork activities so that residents can access tailored solutions that meet their needs, wishes and aspirations</li></ul>Administration and housekeeping<ul><li>Undertake tasks as directed, including but not limited to: inputting data, assessments, reviews, case notes onto our client database and entering new residents details/closing ex-resident records</li><li>Completing health and safety/compliance checks, and recording estate inspectors and room checks</li><li>Adding maintenance requests to our property services system</li></ul>General<ul><li>Work as part of a team, on a rota four on four off shift pattern, alongside another Housing Night Worker, ensuring young people at the service have non-judgemental, objective at night, along with taking responsibility for personal safety during periods of lone working</li><li>Contribute to a great working environment, with a calm, yet assertive manner, being able to handle potentially difficult situations</li><li>Participate in relevant continuing professional development and utilise Reflective Practice Supervision as part of leading psychologically informed practice&nbsp;</li></ul>There will be times when lone working will be a requirement for this role, but you will get to know the team and service, along with an induction and training prior to starting on a rota.&nbsp;Please download the job profile for full role details.&nbsp;&nbsp;If you’re enthusiastic about this opportunity but your experience doesn’t align perfectly with every requirement, we encourage you to apply anyway and demonstrate how your experience is transferrable. You may be just the right candidate.This is a dynamic and varied role; you will be passionate about being involved in the support and growth of young people.Experience and knowledge<ul><li>Experience of working in a customer facing environment, remaining calm and solution-focused when dealing with challenging behaviour</li><li>Basic understanding of the support needs of young people and/or adults at risks</li><li>Understanding of the impact of trauma on others, and the ability to work with a strengths-based approach with people who may be in distress</li><li>Demonstrated confidence and competence in recording notes/actions in service log, incident forms and Health and Safety check lists</li><li>Basic knowledge of good safeguarding procedures in relation to young people and/or vulnerable adults, and the ability to maintain professional boundaries (training provided)</li></ul>Skills and abilities&nbsp;<ul><li>Ability to communicate clearly both verbally and in writing for appropriate record keeping (vital for handover to colleagues working day shifts)</li><li>Good interpersonal skills and ability to build and maintain strong relationships</li><li>Ability to work lone work, work autonomously, and use own initiative, as well as being part of a team</li><li>IT skills, including proficiency in MS Office 365 package, as well as healthy and safety and client management systems (training on YMCA DLG systems provided)</li><li>Ability to de-escalate volatile situations and manage challenging behaviour appropriately</li></ul>If you would like any further information or an informal discussion about this post, please contact&nbsp;<a href="mailto:David.Martin@ymcadlg.org" target="_blank">David.Martin@ymcadlg.org.&nbsp;</a>Should you require any assistance with our application process, please email us at&nbsp;<a href="mailto:Recruitment@ymcadlg.org" target="_blank">Recruitment@ymcadlg.org</a>CLOSING DATE: Sunday 26 October 2025 at midnight. We reserve the right to close this advert early if a successful candidate is found, so please submit your application as soon as possible.TO APPLY: Please scroll down the page to the application form.Successful candidates will already have the right to live and work in the UK without restrictions.&nbsp;We are unable to offer visa sponsorship for this role.An inclusive workplace&nbsp;We are committed to policies and practices of equity, diversity, and inclusion and to supporting our people to make sure our culture is consistent with this commitment.&nbsp;Accessibility&nbsp;If you require assistance or have questions regarding the application process, please do contact us.YMCA DLG requires all staff and volunteers to be committed to safeguarding and promoting the welfare of children and young people, and to respond proactively to safeguarding concerns.&nbsp;Successful applicants&nbsp;are required to undertake an Enhanced DBS (including the&nbsp;Children’s and Adults’ barred lists)&nbsp;check, along with a reference and background check carried out by a third-party service provider.&nbsp;

YMCA DownsLink Group

Housing Night Worker

Location: Hybrid (VHQ, Crawley) Hours: 37.5 per week, Monday–Friday Contract: Permanent Salary: Competitive Closing date: 30th 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.<h2>The Role</h2>As Manager – Journey Travel Product, you’ll take ownership of creating, evolving, and managing the travel products that shape our customers’ end-to-end journey. Responsible for a defined portfolio of customer journeys or missions, you’ll identify opportunities to elevate experiences, optimise performance, and deliver measurable impact.You’ll work cross-functionally with teams across Brand, Digital Product, Loyalty, and beyond to ensure every journey — physical or digital — is seamlessly connected. From conception to delivery, you’ll be accountable for product success, ensuring each initiative drives both customer delight and commercial value.<h2>Key Responsibilities</h2><ul><li>Identify business and customer needs to inform product creation and development, using insights to pinpoint high-impact opportunities across the end-to-end journey.</li><li>Collaborate across teams to ensure every product and experience is connected, cohesive, and consistent — regardless of channel.</li><li>Deliver channel-agnostic experiences that meet customers wherever they are.</li><li>Balance innovation and distinctiveness with a focus on fixing the basics and delivering operational excellence.</li><li>Act as Product Owner within cross-functional delivery teams, overseeing implementation and ensuring projects are delivered on time and to standard.</li><li>Monitor and evaluate product and experience performance, identifying opportunities to drive commercial growth and enhance customer satisfaction.</li><li>Own key metrics across your portfolio, balancing costs with commercial and customer outcomes to ensure strong ROI.</li><li>Maintain and prioritise a backlog of product improvements and launches, supporting the Senior Manager, Travel Product, and VP, Customer Journeys, in strategic decision-making.</li><li>Manage stakeholder expectations by using data and evidence to guide prioritisation and communicate progress clearly.</li><li>Support leadership in balancing quick wins with longer-term strategic initiatives to deliver meaningful customer and business value.</li></ul><h2>About you</h2><ul><li>Proven experience in product management, delivering results across customer and commercial outcomes.</li><li>Strong record of achieving operational, customer, and financial goals.</li><li>Excellent interpersonal skills with the ability to build and influence relationships at all levels.</li><li>Exceptional written and verbal communication skills, with confidence presenting to senior audiences and working groups alike.</li></ul><h2>Be yourself – our differences make us stronger</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>

Manor Royal Business District

Travel Product Journey 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.

Customer Care Executive

Overview Are you keen to work somewhere that's stimulating and friendly, with loads of opportunities for growth and plenty of freedom to make a real impact? This could be the place for you! We are looking for a Customer Support Team Lead to join us at INSHUR! We're based in Brighton, and our company embraces a hybrid working model, allowing you to thrive in both collaborative office settings and the comfort of your own home. You'll have the opportunity to work remotely while also connecting with your colleagues at our Brighton office at least once a week, fostering a dynamic and supportive environment. You'll be working on re-inventing insurance in exciting markets across multiple territories including the UK, US, and the Netherlands, with plans to expand into new European countries. Supported by (and reporting to) the Head of Customer Operations, you'll be joining a friendly team of 10 who believe in delivering a world class service experience to differentiate INSHUR from your average Insurance company. We value high performance and care deeply about making INSHUR a place where everyone is building something special, that we can all be proud of, while enjoying the ride. What you'll do As a Customer Support Team Lead you will be responsible for leading and developing a team of Customer Support Associates. You'll coach, support, and motivate them to deliver exceptional service while ensuring smooth operations and continual improvement of our customer experience. You'll be working on <ul> <li>Team Leadership: Guide and mentor the Customer Support team to meet SLAs and KPIs while fostering a positive, high-performing culture.</li> <li>Escalations &amp; Quality: Handle complex customer calls, complaints, and quality-assurance call audits to maintain world-class standards.</li> <li>Knowledge Base Management: Build and maintain our self-service Knowledge Base to empower customers and reduce friction.</li> <li>Systems &amp; Tools: Troubleshoot and optimise customer service platforms such as Zendesk and AWS to ensure efficient operations.</li> <li>Development &amp; Support: Conduct regular 1:1s, provide career development feedback, and cover key administrative tasks when needed.</li> </ul> We don't have a definite checklist of skills - our hiring process is much more about aptitude and passion than ticking boxes. So don't worry if you haven't used a particular tool or checked off all the listed skills and experience. That said, below is a guideline of skills that we think would make you successful in this role: <ul> <li>At least 1 year of experience in a similar team-lead or supervisory role.</li> <li>Fluent in English (French, Spanish, or Dutch are a plus).</li> <li>Excellent communication and collaboration skills.</li> <li>Technical proficiency with customer service tools (e.g., Zendesk, AWS) and experience managing Knowledge Bases.</li> <li>Strong problem-solving ability and analytical mindset.</li> <li>Experience working in a regulated environment.</li> <li>Ability to prioritise, multitask, and adapt while maintaining high standards.</li> </ul> these additional skills that could set you apart <ul> <li>A natural motivator and great communicator who inspires others.</li> <li>Creative problem solver with curiosity and a love of learning.</li> <li>Demonstrated success driving continuous improvement in a fast-growing, international environment.</li> </ul> You'll love it here if you <ul> <li>Thrive navigating ambiguity and finding clarity in uncertain situations.</li> <li>Take pride in being accountable and owning your responsibilities.</li> <li>Enjoy a fast-paced environment where change happens quickly.</li> <li>Are solutions-focused and driven to overcome challenges.</li> <li>Embrace resilience and adapt to setbacks with a positive attitude.</li> <li>Are intellectually curious, constantly seeking to learn, explore new ideas, and not afraid to question and improve your understanding.</li> </ul> You may not enjoy working here if <ul> <li>Prefer a more structured, slow-moving environment.</li> <li>Feel most comfortable when tasks and processes are clearly defined from the start.</li> <li>Struggle with handling multiple challenges at once or adapting to frequent changes.</li> <li>Tend to stick strictly to your defined role and avoid contributing outside of your responsibilities.</li> </ul> What to expect from the process <ul> <li>Screen &amp; Intro: 30-minute video call with the Talent Team to discuss the role and your experience.</li> <li>First Interview: 60-minute video call with the Director of Operations and People Operations Lead to delve into the role, including technical questions and team fit questions.</li> <li>Case Study: A brief take-home task followed by a 45-60 minute in-person interview with the Director of Customer Operations and a stakeholder to review the case study and assess role fit.</li> <li>We encourage you to ask questions about the role and the company throughout the hiring process. We believe that this is as much an opportunity for you to interview us as it is for us to interview you.</li> </ul> What we offer Our budget for this role is £32,500 - £35,000 and we will take into account any previous experience and location of work when agreeing on the final offer. We offer all our employees stock options and we will pay into your pension monthly. We've also built a benefits package that invests in our people's long-term personal and professional growth and wellbeing. Here's a sample of what this includes: <ul> <li>30 days of holiday annually, plus bank holidays</li> <li>Private healthcare for you and your family, including pre-existing conditions</li> <li>Life insurance at 3x your salary</li> <li>13 weeks parental leave at full pay for new parents</li> <li>Workplace nursery scheme with Gogeta, allowing you to pay fees pre-tax</li> <li>Ride to work scheme</li> <li>Workplace pension scheme to help you save for retirement</li> <li>Flexible working hours to suit your lifestyle</li> <li>£500 annual personal training allowance plus regular learning opportunities on a variety of topics</li> <li>£40 monthly wellbeing to keep you healthy</li> <li>24/7 Employee Assistance Program, covering you and immediate family members-offering crisis support, counselling, legal advice, menopause CBT, and more</li> </ul> It goes without saying that we provide everyone with a laptop, monitor, top of the range kit, and any software you need. About Us INSHUR is on a mission to be the leader in insurance solutions for the on-demand economy, making coverage fair and accessible for drivers. Cutting edge technology &amp; deep insurance know-how underpins our revolutionary offering for on-demand drivers, keeping premiums affordable and delivering results for partners. With a focus on embedded insurance solutions, and complementary technology integrations for digital platform providers such as Uber, Amazon, Bolt, FREENOW and OLA, we've been helping drivers stay on the road since 2016 through our data, technology and in-house insurance expertise. Backed by forward-thinking investors including Viola Growth, JVP, Munich Re, Viola Fintech, MTech Capital, Antler, and MS&amp;AD, we have secured over $70 million in funding as well as the acquisition of American Business Insurance in 2023. We have exciting plans to continue growing our portfolio and product lines and expand to new territories in the future. As a global team of around 250 people based across the US, UK, and the Netherlands, we value: <ul> <li>Commitment to ensuring fairness, transparency, and good outcomes for customers</li> <li>Generosity, inclusivity, open-mindedness, and diversity</li> <li>Delivering great results and learning in the open</li> <li>Freedom to make long-term, high-impact decisions</li> <li>The wellbeing of our teammates and the people around us</li> </ul> And Enjoying the ride! Equal opportunities At INSHUR, we believe that having a diverse team where everyone can bring their authentic selves to work is key to our success. We're passionate about creating equal opportunities and making the tech industry a better place for all and we don't discriminate based on race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, marital status, disability, or age. As of July 2024, our team consists of 43% women, 26% from BAME or BIPOC backgrounds, and 13% LGBTQ+. We proudly represent 30+ nationalities and span multiple generations, including Baby Boomers, Gen X, Millennials, and Gen Z. We're proud to have been recognised for Diversity and Inclusion by the British Insurance Awards. We recognise that early-stage companies often hire people similar to the existing team-something we've worked hard to overcome. We follow a structured hiring process and ensure our interview teams are trained to foster inclusivity and equity. Our Brighton office is child-friendly, dog-friendly, and fully wheelchair-accessible. While this position is advertised as full-time, we're flexible on specific arrangements and happy to discuss options like part-time, job-sharing, or other flexible work setups for the right candidate. If you need any adjustments during the interview process, please let us know, and we'll do our best to accommodate your needs.

Customer Support Team Lead

Overview Are you keen to work somewhere that's stimulating and friendly, with loads of opportunities for growth and plenty of freedom to make a real impact? This could be the place for you!We are looking for a Customer Support Team Lead to join us at INSHUR. We're based in sunny Brighton and our company embraces a hybrid working model, allowing you to thrive in both collaborative office settings and the comfort of your own home. You'll have the opportunity to work remotely while also connecting with your colleagues at our Brighton office at least once a week, fostering a dynamic and supportive environment.You'll be working on re-inventing insurance in exciting markets across multiple territories including the UK, US, and the Netherlands, with plans to expand into new European countries.Supported by (and reporting to) the Head of Customer Operations, you'll be joining a friendly team of 10 who believe in delivering a world class service experience to differentiate INSHUR from your average Insurance company.We value high performance and care deeply about making INSHUR a place where everyone is building something special, that we can all be proud of, while enjoying the ride. What you'll do As a Customer Support Team Lead you will be responsible for leading and developing a team of Customer Support Associates. You'll coach, support, and motivate them to deliver exceptional service while ensuring smooth operations and continual improvement of our customer experience.<ul><li>Team Leadership: Guide and mentor the Customer Support team to meet SLAs and KPIs while fostering a positive, high-performing culture.</li><li>Escalations &amp; Quality: Handle complex customer calls, complaints, and quality-assurance call audits to maintain world-class standards.</li><li>Knowledge Base Management: Build and maintain our self-service Knowledge Base to empower customers and reduce friction.</li><li>Systems &amp; Tools: Troubleshoot and optimise customer service platforms such as Zendesk and AWS to ensure efficient operations.</li><li>Development &amp; Support: Conduct regular 1:1s, provide career development feedback, and cover key administrative tasks when needed.</li></ul>We don't have a definite checklist of skills - our hiring process is much more about aptitude and passion than ticking boxes. So don't worry if you haven't used a particular tool or checked off all the listed skills and experience.That said, below is a guideline of skills that we think would make you successful in this role:<ul><li>At least 1 year of experience in a similar team-lead or supervisory role.</li><li>Fluent in English (French, Spanish, or Dutch are a plus).</li><li>Excellent communication and collaboration skills.</li><li>Technical proficiency with customer service tools (e.g., Zendesk, AWS) and experience managing Knowledge Bases.</li><li>Strong problem-solving ability and analytical mindset. Experience working in a regulated environment.</li><li>Ability to prioritise, multitask, and adapt while maintaining high standards.</li></ul> these additional skills that could set you apart<ul><li>A natural motivator and great communicator who inspires others.</li><li>Creative problem solver with curiosity and a love of learning.</li><li>Demonstrated success driving continuous improvement in a fast-growing, international environment.</li></ul> You'll love it here if you: Thrive navigating ambiguity and finding clarity in uncertain situations. Take pride in being accountable and owning your responsibilities. Enjoy in a fast-paced environment where change happens quickly. Are solutions-focused and driven to overcome challenges. Embrace resilience and adapt to setbacks with a positive attitude. Are intellectually curious, constantly seeking to learn, explore new ideas, and not afraid to question and improve your understanding. You may not enjoy working here if: Prefer a more structured, slow-moving environment. Feel most comfortable when tasks and processes are clearly defined from the start. Struggle with handling multiple challenges at once or adapting to frequent changes. Tend to stick strictly to your defined role and avoid contributing outside of your responsibilities. What to expect from the process: Screen &amp; Intro: 30-minute video call with the Talent Team to discuss the role and your experience.First Interview: 60-minute video call with the Director of Operations and People Operations Lead to delve into the role, including technical questions and team fit questions.Case Study: A brief take-home task followed by a 45-60 minute in-person interview with the Director of Customer Operations and a stakeholder to review the case study and assess role fit.We encourage you to ask questions about the role and the company throughout the hiring process. We believe that this is as much an opportunity for you to interview us as it is for us to interview you. What we offer Our budget for this role is £32,500 - £35,000 and we will take into account any previous experience and location of work when agreeing on the final offer.<ul><li>We offer all our employees stock options and we will pay into your pension monthly.</li><li>We've also built a benefits package that invests in our people's long-term personal and professional growth and wellbeing. Here's a sample of what this includes:</li><li>30 days of holiday annually, plus bank holidays</li><li>Private healthcare for you and your family, including pre-existing conditions</li><li>Life insurance at 3x your salary</li><li>13 weeks parental leave at full pay for new parents</li><li>Workplace nursery scheme with Gogeta, allowing you to pay fees pre-tax</li><li>Ride to work scheme</li><li>Workplace pension scheme to help you save for retirement</li><li>Flexible working hours to suit your lifestyle</li><li>£500 annual personal training allowance plus regular learning opportunities on a variety of topics</li><li>£40 monthly wellbeing to keep you healthy</li><li>24/7 Employee Assistance Program, covering you and immediate family members-offering crisis support, counselling, legal advice, menopause CBT, and more</li><li>It goes without saying that we provide everyone with a laptop, monitor, top of the range kit, and any software you need.</li></ul> About Us INSHUR is on a mission to be the leader in insurance solutions for the on-demand economy, making coverage fair and accessible for drivers.Cutting edge technology &amp; deep insurance know-how underpins our revolutionary offering for on-demand drivers, keeping premiums affordable and delivering results for partners. With a focus on embedded insurance solutions, and complementary technology integrations for digital platform providers such as Uber, Amazon, Bolt, FREENOW and OLA, we've been helping drivers stay on the road since 2016 through our data, technology and in-house insurance expertise.Backed by some of the most forward thinking VC's including Viola Growth, JVP, Munich Re, Viola Fintech, MTech Capital, Antler, and MS&amp;AD, we have secured over $70 million in funding as well as the acquisition of American Business Insurance in 2023. We have exciting plans to continue growing our portfolio and product lines and expand to new territories in the future.As a global team of around 250 people based across the US, UK, and the Netherlands, we value:Commitment to ensuring fairness, transparency, and good outcomes for customersGenerosity, inclusivity, open-mindedness, and diversityDelivering great results and learning in the openFreedom to make long-term, high-impact decisionsThe wellbeing of our teammates and the people around usAnd Enjoying the ride! Equal opportunities At INSHUR, we believe that having a diverse team where everyone can bring their authentic selves to work is key to our success. We're passionate about creating equal opportunities and making the tech industry a better place for all and we don't discriminate based on race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, marital status, disability, or age.As of July 2024, our team consists of 43% women, 26% from BAME or BIPOC backgrounds, and 13% LGBTQ+. We proudly represent 30+ nationalities and span multiple generations, including Baby Boomers, Gen X, Millennials, and Gen Z. We're proud to have been recognised for Diversity and Inclusion by the British Insurance Awards.We recognise that early-stage companies often hire people similar to the existing team-something we've worked hard to overcome. We follow a structured hiring process and ensure our interview teams are trained to foster inclusivity and equity.Our Brighton office is child-friendly, dog-friendly, and fully wheelchair-accessible.While this position is advertised as full-time, we're flexible on specific arrangements and happy to discuss options like part-time, job-sharing, or other flexible work setups for the right candidate.If you need any adjustments during the interview process, please let us know, and we'll do our best to accommodate your needs.

13 Customer Service Permanent Jobs