Location: Canary Wharf, London, E14 (Fully On-Site)
Operational Hours: Monday-Friday 8am-8pm, Saturday-Sunday 10am-5pm
Contract: Shift‑based, 37.5 hours per week working 5 out of 7 days including weekends - full‑time
About the Role
In this role, you will act as the first point of contact for all recall‑related queries, handling calls and emails with empathy, professionalism and accuracy.
You'll be joining a supportive, multi‑skilled customer care team, working alongside subject‑matter experts, quality specialists and regulatory colleagues to ensure every consumer receives clear, compliant and reassuring guidance.
This is an ideal opportunity for someone who thrives in a caring customer service environment and wants to make a positive impact-particularly when supporting parents and vulnerable consumers.
Key Responsibilities
- Handle inbound consumer calls relating to the recall, providing clear and accurate guidance.
- Respond to recall‑related emails and written enquiries using approved information.
- Log and update cases in the case management system with exceptional attention to detail.
- Arrange sample returns and resolutions in line with recall processes.
- Escalate complex or sensitive cases to specialist teams, ensuring continuity for the consumer.
- Work collaboratively with internal experts to ensure compliant handling of every enquiry.
- Maintain a calm, empathetic and professional approach at all times.
Skills & Experience
Essential:
- Excellent verbal and written communication skills.
- Ability to communicate with warmth, empathy and professionalism.
- Strong customer service experience, ideally within a high‑volume environment.
- Ability to take ownership of each case and deliver personalised support.
- Solid IT skills, including Google Workspace and Microsoft Office.
- Fast and accurate typing/data‑entry skills.
- Ability to work flexible shifts.
- A positive attitude and a team‑focused mindset.
Desirable:
- Customer care experience within food, healthcare or other regulated sectors.
- Experience supporting vulnerable consumers or parents.
- Familiarity with CRM systems such as Salesforce.
- Interest in early years or childcare.
- Awareness of (or willingness to learn about) product recall processes and regulatory obligations.
What We're Looking For
We are seeking people who genuinely care about helping others, advisors who stay calm under pressure, listen carefully, and communicate clearly. If you enjoy problem‑solving, providing reassurance, and working as part of a supportive team, you'll excel in this role.
Blue Arrow is proud to be a Disability Confident Employer and is committed to helping find great work opportunities for great people.
