Role Description Please note, this role is fully remote and you would use your own personal device. The ESP Group are currently recruiting for Contact Centre Agents to join our team. If you have excellent communication and administration skills and are passionate about delivering exceptional customer service, this could be the perfect opportunity for you. At The ESP Group, you will be a part of a dynamic, fast paced, talented and growing team responsible for delivering bespoke customer experience across a variety of communication channels. At the outset, you will be provided with extensive training, a vibrant working environment and a warm welcome to our dedicated team. We recognise the importance of a work-life balance so offer flexible working patterns that work for you, our customers and the business. Our contact centre operates rota-based shift patterns which are scheduled across 7 days between our opening hours of 7am and 10pm, with one-in-two weekend working required. We offer part time contracts from a minimum of 16 – 35 hours per week (number of shifts, shift duration and start times variable) or full-time contracts of 37.5 hours per week (5 x 8-hour shifts across 7 days, variable start times). This role is temporary lasting between 1-4 months (availability discussed during interview) but with the possibility of extension or to be made permanent. Qualifications - Have a passion for delivering excellent customer service. - Can demonstrate IT skills and have the aptitude to learn to use new systems and software. - Are reliable with a positive attitude and approach. - Thrive in a team environment. - Are proactive and welcome the opportunity to efficiently resolve issues and take pride in helping others. - Have your own personal homeworking device that can be used for business purposes (devices must meet Company minimum requirements - a copy of these will be sent upon application). Benefits - Flexible work patterns - 30 days annual leave pro rata - Standard Life Pension - Optional healthcare cash plans - Financial wellbeing and draw down tool - Stream - Monthly reward and recognition incentive programme - Fully funded professional development courses - EAP - Local discounts Inclusivity The ESP Group are a Disability Confident employer, and we believe in creating an inclusive and supportive recruitment process for everyone and we're committed to ensuring a fair and accessible experience for all candidates. If you require any adjustments or accommodations at any stage of the application process, please let us know.

• take full ownership of the end-to-end communication strategy • draft and execute all messaging for end customers • collaborate with Content Designers and Risk colleagues • partner with colleagues to explore AI skills • work alongside and coordinate the delivery of notifications • support the wider team in the delivery of service communications • navigate internal sign-off processes rapidly • participate in post-incident reviews

- **Operations Management:** Be the overall owner for all processes once a request is placed via our platform and their performance. Ensure smooth day-to-day running of operations and deliver a high-quality experience for customers and mechanics. Take accountability for key metrics such as fulfilment, cost per booking, customer satisfaction, and interactions per booking. - **People:** The operations function represents a large part of the business, and you’ll be responsible for managing, growing, and developing a high-performing team. Set clear expectations, build accountability, and create a low-friction environment where people take ownership of results. - **Process: **You will need to be someone that is process driven and has the ability to build teams and improve processes that work efficiently and that can scale effectively with the business. - **Automation and AI: **Identify and implement opportunities to reduce manual work through better tooling, automation, and AI. Focus on practical improvements that increase speed, quality, and efficiency. - **Execution and performance:** Turn strategy into clear actions and deliver them at pace. Identify issues early, prioritise effectively, and take ownership of solving them. Run experiments and implement changes that improve operational and commercial performance. - **Supply and marketplace health: **Ensure strong supply coverage in key areas while maintaining quality. Improve mechanic engagement, retention, and performance. Work closely with marketing and partnerships to balance supply and demand. - **Product: **Work closely with product and engineering to improve the customer and mechanic experience. Provide clear input on priorities based on operational impact and help deliver changes that reduce friction and improve performance. - **Process and systems: **Own and improve operational processes to increase efficiency and reduce errors. Take responsibility for the systems used by the operations team, including Zendesk, Aircall, Pipedrive and others.

• Design realistic Retail Trade scenarios in Arabic or English grounded in GCC operational contexts (e.g., store operations, customer service escalations, inventory management, pharmacy workflows, retail compliance, fraud prevention, sales supervision, branch coordination) • Adapt structured evaluation rubrics for operational problem-solving, customer interactions, retail decision-making, and compliance-related tasks • Review AI and human-generated responses for factual accuracy, policy compliance, customer service quality, and operational realism • Contribute to “gold standard” solutions reflecting best practices across GCC retail, pharmacy, and commercial operations