Do you have a love for donuts and all things sweet? Are you passionate about delivering exceptional service that leaves customers craving more? Look no further! We have an exciting opportunity within our dynamic outsourced contact centre, where you’ll be at the heart of delivering the highest standards of customer service and experience for our valued client.

Our client is world-renowned for its hand-crafted donuts that are made with love and care. Their famous glazed donuts and decorated range are always hand-finished to perfection. Our client believes in offering not only great products but also an outstanding service experience that matches the quality of everything they make.

 

Please note, this role will start on 28/09/2026, and is a 9 month fixed term contract.

 

What you will be responsible for:

• Being the first point of contact for all customer queries and providing expert product advice that inspires trust and satisfaction.
• Proactively managing escalations, handling returns/exchanges, tracking order statuses, and providing clear information on delivery logistics.
• Acting as a bold brand ambassador, maintaining our clients reputation by delivering exceptional service across multiple platforms: telephone, social media, web chat, and email.
• Ensuring that every customer interaction places the customer at the heart of the conversation, creating a positive, memorable experience that reinforces our clients values.

 

What you’ll bring to the table:

• A passionate commitment to delivering outstanding customer service and creating empathetic, meaningful connections with customers.
• Boldness in your approach to handling diverse customer queries, confidently tackling challenges, and finding solutions that enhance the customer experience.
• Exceptional communication skills, both written and verbal, allowing you to convey clarity, confidence, and a sense of trust.
• Outstanding social service etiquette, with the ability to adapt your style to meet each customer’s unique needs, while maintaining professionalism and consistency.
• Previous experience in a customer-facing environment, ideally in retail or hospitality, where you’ve demonstrated your passion for delivering excellent service.
• Confidence in managing objections and a proactive attitude toward resolving issues to strengthen customer loyalty.
• Flexibility, professionalism, and a dedication to continuous learning and improvement.

 

Upselling & Sales Expectation:

• Identify and maximise sales opportunities across inbound and outbound calls, webchats, and emails through strong product and campaign knowledge. 
• Proactively seek sales opportunities. Build and manage a pipeline of potential customers, including organising follow-ups and planned call-backs. 
• Take ownership of opportunities from initial contact through to conversion, whilst maintaining a customer-first approach

 

Hours and Location Requirment:

• 38 hours per week
• Shifts on a 3 week rotation: 

• Week 1: Monday 08:00–17:00, Tuesday 08:00–17:00, Thursday 08:00–17:00, Friday 08:00–17:00, Sunday 09:00–15:00.

  Week 2: Monday 08:00–17:00, Tuesday 08:00–17:00, Wednesday 09:00–17:00, Thursday 08:00–15:00, Friday 08:00–17:00.

  Week 3: Monday 08:00–17:00, Tuesday 08:00–17:00, Thursday 08:00–17:00, Friday 08:00–17:00, Sunday 09:00–15:00.

• Fully remote, but you must be based in the UK whilst working

 

Homeworking Eligibility:

Please refer to the following links to ensure your laptop/pc has the current supported systems:

 

Homeworking Eligibility:

Please refer to the following links to ensure your laptop/pc has the current supported systems:

 

Windows 
MUST be a Windows 11 compatible machines, but MUST also be equipped with the following:

Windows 11 25H2 or later

8th Generation (or later) Intel i5 processor or 3rd Gen (or later) AMD Ryzen processor

16GB RAM Minimum

15GB+ Free Storage Space

Apple/macOS 
MUST be equipped with the following:

macOS 15 (Sequoia) or later

16GB RAM Minimum

15GB+ Free Storage Space

Please note: We do not allow Chromebooks or support Windows devices running in ‘S Mode’.

 

Hardware & Software: Mobile Phone

You MUST have an Apple or Android smartphone equipped with either iOS 18.0 (or later) or Android version 14.0 (or later). This is required as part of the multi-factor authentication setup to safeguard your Ventrica account.

 

Minimum Speed Requirements:

Ping ms Maximum 20ms

DOWNLOAD Mbps Minimum 20 MBps

UPLOAD Mbps Minimum 5Mbps

 

Please be advised we do not support any connection based on mobile networks

 

Who are Ventrica?

At Ventrica, we don’t just meet customer expectations—we exceed them. We’re a company fuelled by passion for technology and customer service, boldness in how we innovate, and trust in the relationships we build with clients and customers alike. As we continue to grow, we are looking for passionate individuals who can help shape the future of customer service with bold ideas and a commitment to excellence.