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Their reunion, in a noisy contact centre, went well – but the following day Cassie was very tired, pale and limp.

"Since the issues experienced by customers last year, we have increased staffing at our customer contact centre to reduce call wait times and continue enhancing our website using customer feedback."

In the initial call to report the car down the embankment, Mr Wilson spoke to Brian Henry, a police sergeant who had volunteered to do overtime to help out at the Bilston Glen contact centre, which the sheriff described as a "confused, fractious working environment".

The retailer said roles would be lost at its contact centre in Cheshire, in-store bakeries, and some local fulfilment centres.

Ms Newton added that "a comprehensive training programme" had been introduced at RBH's contact centre.