MPB

• Oversee daily CE operations, including rotas, coverage, and real-time resource management • Monitor contact volumes and allocate team members to priority or specialist cases • Act as escalation point for complex issues, complaints, and Trustpilot reviews • Lead, coach, and develop team members, supporting performance plans • Ensure quality through regular QA checks and continuous improvement • Support onboarding and deliver ongoing training • Collaborate cross-functionally (Ops, Pricing, Fraud, Logistics) to resolve cases • Manage internal processes, including Jira tickets and key admin tasks • Maintain product knowledge and support wider team goals