Loaf (Loaf.com)

CX Priority Care Operations Agent

Loaf (Loaf.com)

full-time

Posted on:

Location Type: Hybrid

Location: Nuneaton • United Kingdom

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About the role

  • Play a key role in protecting and improving the customer journey
  • Combine proactive journey oversight with hands-on coordination, ensuring orders, processes and information stay aligned
  • Support, guidance and coaching from the CX Priority Care Senior when handling complex cases
  • Share learning and best practice with CX colleagues
  • Proactively identify order, supplier and system issues that may impact customers
  • Coordinate with multiple departments to plan mitigations
  • Own and manage affected orders ensuring clear communication
  • Maintain and update customer-facing knowledge and information
  • Manage and prioritise any manual or workaround activity
  • Support the wider CX team during periods of high demand

Requirements

  • Experience handling complex, escalated or complaint-driven customer journeys, ideally in retail or a premium service environment
  • Strong written and verbal communication, with the ability to handle sensitive, emotional or high-stakes conversations calmly and professionally
  • Confident using judgement and initiative, while knowing when to seek support
  • High attention to detail and strong case-management skills
  • Resilient, empathetic and able to perform under pressure
  • Comfortable working across systems and with multiple internal teams to resolve issues
Benefits
  • 25 days holiday, increasing by 1 day each year for 3 years, plus 8 days for bank holidays
  • Enhanced family leave policy
  • Staff and friends and family discount scheme
  • Healthcare cash plan
  • EAP programme
  • Shopping discounts
  • Cycle to work scheme
  • Half a day for Christmas shopping
  • Life Assurance - 4 times annual salary
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
case managementcustomer journey oversightorder managementprocess coordinationissue resolution
Soft Skills
communicationempathyresilienceattention to detailjudgmentinitiativecalmness under pressure