CX Priority Care Operations Agent

At Loaf we make insanely comfy sofas, beds and homewares that help people lead more comfortable lives. Founded in 2008, Loaf has steadily grown each year to become one of the leading premium furniture and homeware brands in the UK. We now have 11 Shacks (stores to everyone else!), with more on the way. It’s an exciting time to join an ambitious business.

As a CX Priority Care Operations Executive, you will play a key role in protecting and improving the customer journey by identifying and managing issues that could impact customers at scale. You’ll combine proactive journey oversight with hands‑on coordination, ensuring orders, processes and information stay aligned so customers receive a smooth and confident experience.

The Job

• Seek support, guidance and coaching from the CX Priority Care Senior when handling complex, sensitive or high‑risk cases.
• Share learning and best practice with CX colleagues to build confidence, consistency and capability.
• Escalate wellbeing, workload or development concerns to your CX Priority Care Senior or CX Priority Care & Improvement Manager.
• Proactively identify order, supplier and system issues that may impact customers, using system insight, reports and cross‑functional updates.
• Coordinate with Purchasing, Product, Deliveries, Finance and Technology to plan mitigations and manage risk before customers are affected.
• Own and manage affected orders and ensure customers receive clear, timely and accurate communication.
• Maintain and update customer‑facing knowledge, guidance and information so CX teams can give confident, consistent answers.
• Manage and prioritise any manual or workaround activity that directly speeds resolution and reduces customer impact.
• Support the wider CX team by providing visibility of known issues, delays and mitigations.
• Reinforce the wider CX team during periods of high demand or disruption, stepping in to handle customer contact when needed to protect service levels and customer experience.
• Manage a live portfolio of customer and order issues that may impact fulfilment, delivery or customer confidence.
• Take direct ownership of multiple active cases, contacting and updating customers where issues arise.
• Balance proactive risk management with responsive customer support when problems emerge.
• Keep accurate records of actions, mitigations and customer communication.
• Ensure interim system or process workarounds are applied consistently and correctly.
• Support team capacity and stability during periods of high customer impact.

We’re looking for

• 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.

Some of our 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.

What’s it like working at Loaf?

We are a forward‑thinking, friendly bunch committed to building a fabulous company with brilliant people. The customer is at the heart of everything we do and we’re always striving for better, more efficient ways to deliver to the highest standard. As a business, we’re working really hard to be inclusive. No matter what identity or background, we want everyone to feel welcome in a place where we can all be ourselves. We’d love you to join us on our journey.