Reporting to the Site Operations Lead – NLG, you will play a key role in delivering effortless customer experiences while providing frontline support and guidance to NLG Customer Care Specialists. As a Senior Customer Care Specialist, you will act as a subject matter expert, assisting with escalations, coaching, and helping to uplift overall team performance. As a Senior Customer Care your key responsibilities will be: Key Responsibilities Customer Experience & Case Management Own customer enquiries across all channels, ensuring timely, accurate, and empathetic resolutions. Manage follow-ups and case progress efficiently to reduce repeat contact and drive first-contact resolution. Team Support & Subject Matter Expertise Be a go-to support for customer care specialists, handling escalations, floor-walking, and real-time queue monitoring. Provide on-the-job coaching and reinforce process knowledge and service standards. Partner with team leads to spot capability gaps and support continuous improvement. Training & Quality Support onboarding and refresher training by sharing expertise and modelling expected behaviours. Conduct quality evaluations & CSAT reviews to provide constructive feedback to lift interaction standards. Stay up to date with changes in policy, systems, and product knowledge. Culture & Engagement Lead by example with a positive, people-first mindset. Contribute to a respectful, inclusive team environment where everyone feels supported and valued.