Salary: £25,000 per annum (£25,500 on probation pass)
Role type: Full Time - 37.5 hours
Location: Remote first, in the Peterborough area. You must be willing to travel to the office twice a month.
Reporting to: Customer Complaints and Retentions Team Lead, Operations

THE ROLE

If you love to understand and improve a customer’s experience, this role could be just for you! With a focus on reviews, NPS feedback and social media comments (both where we have got things spot on and sometimes where it’s not quite gone right) we are looking for a customer focused individual, with great problem solving skills. If that’s you, apply below!

RESPONSIBILITIES:

• Monitor Feedback: Monitor and respond to customer feedback across reviews and social media platforms (Trustpilot, Google, Facebook, Twitter).
• Customer Outreach: Proactively contact customers via phone to understand their experience — both positive and negative — and document key learnings.
• Journey Analysis: Investigate customer journeys to identify pain points and areas for service or process improvements.
• Root Cause Analysis: Perform root cause analysis to uncover systemic issues and suggest solutions to internal teams.
• NPS Engagement: Manage and respond to Promoter calls from NPS surveys; encourage and convert positive experiences into online reviews.
• Review Platform Liaison: Serve as the main point of contact for customer communication on external review platforms and social media.
• Impact Reporting: Maintain accurate tracking of customer contacts and review invite reports to showcase your impact.