CX Priority Care Resolutions 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 Resolutions Executive, you’ll be part of Loaf’s priority care team, supporting customers when their journey needs extra care, attention or authority. You’ll take ownership of high-impact, complex and brand-sensitive customer journeys, ensuring issues are resolved with empathy, pace and confidence. You’ll work closely with the CX Priority Care team and the wider CX function to protect customer trust, manage reputational risk, and turn learning from difficult journeys into improvements for the future.

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.
• Take end-to-end ownership of high-impact customer journeys, including executive complaints, Trustpilot, social media and other public or brand-sensitive cases.
• Resolve complex order, product, delivery and service issues using judgement, empathy and commercial awareness.
• Manage conversations across multiple channels, ensuring customers feel heard, supported and cared for.
• Liaise with Supply Chain, Deliveries, Product, Tech and Finance to unblock problems and reach the right outcome for the customer and the business.
• Handle Ombudsman, legal-threat and formal complaint cases in line with Loaf’s policies and regulatory obligations.
• Manage a personal caseload of complex, sensitive or escalated customer journeys.
• Resolve cases within agreed SLAs, quality standards and regulatory requirements.
• Balance speed, care and commercial judgement to achieve the right outcome for customers and Loaf.
• Maintain accurate, detailed case records to support transparency and learning.
• Support team workload and resilience during periods of high volume or brand risk.
• Contribute to knowledge base updates, guidance and best practice to help prevent future failure.
• Support wider CX teams by feeding back learning that improves first-time resolution and customer confidence.

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.