Team leadership

Supervise the analyst team through the shift: allocate and monitor work, keep coverage across the rota, be the first point of escalation, and set the tone for a professional, focused night shift.

Quality assurance

Check and calibrate the team's assessments against the 100% accuracy standard, give coaching and feedback, and catch quality issues before they reach the client.

Operational reporting

Own the daily work log and produce clear reporting for the weekly performance reviews with Umami and the client.

Refund claim review

Assess home-delivery refund claims by comparing delivery images against claimed items and complete the online assessment accurately and consistently.

Multi-faceted operational support

Incident feeds, CCTV retrieval and review, investigation, administrative and project support — evolving as the operation grows. Full training provided.

Accuracy & compliance

Maintain the 100% standard and follow all client policies and data protection guidelines, including UK GDPR handling.