About the role

The chatbot handles the easy questions. You handle the ones that need a person, and you make the bot better at its job while you are at it.

Customers reach us through live chat, email, phone and Social media/WhatsApp. An AI assistant answers the routine queries and hands the rest to the support team, with a summary of what has happened so far and a suggested reply. Your job is to take it from there: work out what the customer actually needs, sort it, and leave them better off than when they arrived.

It also works the other way round. You will see every query the bot got wrong, and you are the person best placed to say so. Flagging bad answers, spotting gaps in its knowledge and feeding back on where it should hand over sooner are a real part of this role, not an afterthought.

If you have customer service experience, we want to hear about it. If you have a relevant certification instead, that works too. If you have neither but you are good with people and quick to learn, make your case.

What you will be doing

• Picking up live chats, emails and calls handed over by the AI assistant, and queries that come straight to the team
• Reading the conversation so far before you reply, so the customer never has to repeat themselves
• Resolving account, order, billing, delivery and product queries end to end, within agreed service levels
• Handling complaints calmly, putting things right where you can, and escalating properly where you cannot
• Handling customer and client data in line with UK GDPR, the Data Protection Act 2018 and our own policies, verifying identity before you disclose anything, sharing only what is necessary, and recording what you did
• Recognising and escalating data subject requests, suspected breaches and anything that looks like a scam or social engineering attempt
• Keeping ticket records accurate and up to date so the next person has what they need
• Processing refunds, replacements, credits and account changes within your authority limits
• Flagging recurring problems to the team leader, with examples, so they get fixed at source
• Contributing to the help centre and knowledge base; writing and improving the answers customers and the bot both rely on
• Reviewing the bot's handovers and answers, and reporting what it gets wrong
• Hitting quality, satisfaction and response time targets, and talking through your own results in regular one-to-ones

Working with the chatbot and AI tools

AI is woven through the day here. Full training is given, you need to be willing, not expert.

• Taking warm handovers from the bot, with the conversation history and a summary already prepared for you
• Using suggested replies as a starting point, then rewriting them so they fit the customer and sound like a person
• Getting instant answers from our knowledge base through an AI assistant instead of hunting through documents
• Auto-summarising long or messy conversations into clean case notes at wrap-up
• Using sentiment and priority flags to spot the customer who is about to give up on us
• Drafting follow-up emails and help centre articles with AI, then editing and fact-checking them before they go out
• Reviewing bot transcripts and marking the answers that were wrong, unclear or handed over too late
• Suggesting new intents, phrasings and knowledge articles so the bot handles more of the easy work next month

The line we hold: AI drafts, you decide. Every answer that reaches a customer is yours, checked against our systems, correct on the facts, and never sent because the tool sounded confident. You will also be trained on what customer information may and may not be entered into these tools, and why that line sits where it does under UK GDPR.

About you

No degree is required and we do not ask for one. What counts is how you deal with people and how quickly you pick things up.

Any one of these works for us

• Customer-facing experience of any kind, contact centre, retail, hospitality, reception, care, delivery
• A certification in using AI in the workplace, or in data protection and UK GDPR
• A customer service or business administration apprenticeship

Essential

• Patient and level-headed with people, including people who are annoyed when they reach you
• Able to type at a reasonable pace, 30 to 40 words per minute
• Able to multitask and handle several conversations at once
• Comfortable using computers and learning new systems quickly
• Open to working with AI tools, and sensible enough to check what they give you
• Reliable with timekeeping and happy to work to a shift rota

Nice to have, but not required

• A certification covering the use of AI in the workplace alongside UK GDPR, a clear advantage for this role
• Any practical experience of handling personal data within UK GDPR, the Data Protection Act 2018 or an equivalent framework
• Experience with a helpdesk or CRM platform
• Experience of live chat or social media support specifically
• A second language would be an advantage
• Any exposure to chatbots, automation or knowledge base writing

What we offer

• Salary of £28,000 – £32,000 depending on experience, reviewed annually
• Quarterly bonus based on quality and customer satisfaction, not call volume
• 25 days' holiday plus 8 bank holidays, rising with service
• Workplace pension with employer contributions above the statutory minimum
• Life assurance
• A funded further education after probation, plus paid study time
• Hybrid working and a home working allowance, with the kit to do the job properly

Hours, shifts and how to apply

39 hours per week, always worked over five days, on a rota covering Monday to Sunday. Shifts may include nights and weekends, which are shared fairly on rotation, and shifts are published four weeks in advance. After a run of consecutive night shifts, you will always get two days off. This is a hybrid role: two days a week in the office and three from home, with the first three months fully on site for training.

To apply, send your CV and a cover letter.