Jake Campbell Kettles

Customer-focused support professional with strong experience in remote live chat and digital customer service environments. Skilled in managing multiple live conversations simultaneously, resolving customer queries efficiently, and delivering clear, professional written communication. Experienced handling customer cases, investigating issues, processing requests, and providing empathetic support while maintaining high standards of accuracy and response quality.

Confident working across multiple systems in fast-paced remote settings, with a calm, reliable approach and strong attention to detail suited to customer support, online service operations, and live chat environments.

Live Chat Operator - Nespresso via Sensée - Remote

(2024-08 - 2026-04)

Remote customer support role handling simultaneous written conversations and technical/order-related queries.

• Managed up to three live customer chats at once while maintaining clear, accurate and customer-friendly written communication.
• Resolved a broad range of enquiries covering orders, delivery issues, damaged products, replacements and machine-related troubleshooting.
• Applied product knowledge and internal processes to guide customers through practical solutions and appropriate next steps.
• Investigated customer concerns and worked towards fair, practical resolutions while maintaining professionalism and empathy in challenging situations.
• Worked independently in a remote environment while balancing speed, quality and customer reassurance.

Customer Service Operator - Environment Agency

(2022-03 - 2024-01)

Public-facing contact and incident support role requiring judgement, calm communication and accurate logging.

• Handled approximately 25 customer calls per day alongside incoming emails, alarms and system-driven tasks.
• Recorded and processed information accurately to support effective service delivery and timely operational responses.
• Worked across multiple systems, prioritizing tasks and recognizing when matters required escalation or careful follow-up.
• Built confidence in high-responsibility customer work where accuracy, professionalism and consistency mattered.

Full-Time Family Carer | Primary Family Carer - Private

(2024-01 - 2026-03)

Significant period of family responsibility, later balanced alongside part-time remote employment.

• Provided full-time care and day-to-day household support during a major family health crisis.
• Managed practical responsibilities with consistency, patience and reliability under sustained emotional pressure.
• Maintained and later balanced remote work commitments while continuing to support essential family needs.

Carpet Cleaner - Busy Bee Carpet Cleaning

(2011-08 - 2017-07)

• Delivered customer-facing service in homes and business settings, following instructions carefully and ensuring work was completed to a high standard.

Front of House & Administration - Voluntary Placement - Job Centre

(2015-06 - 2015-07)

• Supported public enquiries, assisted with website job-listing updates, removed filled vacancies and helped customers with basic computer issues.

IT Manager Shadowing - Work Experience - Pyronix

(2014-10 - 2014-10)

• Assisted with administrative and computer support tasks while observing day-to-day IT operations in a workplace setting.

BA (Hons) - Criminal Justice - University Centre Doncaster (2018 - 2021)

Access to Higher Education Diploma - Humanities - RNN Group, Dinnington Campus (2017 - 2017)

GCSEs