Holly & Co
CX Consultant
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Freelance CX Consultant - Customer Service Diagnosis & Peak Planning
Holly & Co | 5 days - Project with possible ad hoc help after | Immediate start | Remote (UK)
About us
Holly & Co is a curated marketplace of around 1,000 independent UK makers. We run customer service in-house on Dixa and sit between the customer and the maker (we call them Co’s) for every single order (the two never speak directly). It's a model that gives customers a consistent experience and protects our small-business sellers from having to run their own support, but it adds real complexity: every issue has to pass through us twice, and we're heading into our busiest trading quarter with a stretched team.
The brief
We need someone who has done complexity before — senior ecommerce or marketplace CX experience — to come in for roughly five days and:
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- Diagnose what's actually driving contact volume and where handling breaks down, including the specific friction of mediating between customer and maker rather than resolving directly
- Review routing, escalation paths, and where things fall between our makers and us
- Get into the Dixa data directly rather than working from what we tell you. We want your own read on ticket drivers, resolution paths, and bottlenecks
- Build a practical Q4/peak plan our in-house team can run themselves. This is diagnosis and a workable plan, not additional agent capacity
What's already in motion (for context, not to be redone)
We've already mapped peak headcount needs, identified some proactive-comms and self-service fixes, and started scoping tech integration work for next year. We need someone to pressure-test this, identify what we've missed, and turn it into something the team can own and execute.
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Who you are
- Senior-level ecommerce or marketplace CX/customer operations background
- Comfortable working hands-on in a helpdesk platform (Dixa experience a strong plus) and pulling your own data rather than relying on secondhand reporting
- Used to two-sided or platform/marketplace dynamics, ideally with a mediated-contact model (buyer/seller, not direct)
- Pragmatic. You'll leave us with something our team can genuinely run, not just recommendations
- Available now, for roughly 5 days' work
Logistics
- Freelance/contract, day rate to be agreed
- Fully remote
- Start: immediate
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