RESOLUTIONS SPECIALIST

Location: Wellingborough, Northamptonshire
Salary: £28,000 – £30,500 per annum
Hours: Full-time
Contract: Permanent

 

Experienced in handling complex customer issues? Know how to turn difficult situations into positive outcomes?

We are working on behalf of an established and growing international business to recruit a Resolutions Specialist to join its customer support operation at its Wellingborough site.

This is an excellent opportunity for an experienced customer service or complaints professional who enjoys investigating complex cases, finding practical solutions and delivering positive customer outcomes.

Importantly, this is not a traditional first-line customer service role. You will act as a specialist point of support for frontline customer service teams, taking ownership of escalated complaints, customer claims and more challenging cases that require investigation, judgement and a considered approach.

Working closely with colleagues across the business, including Head Office and senior management, you will ensure customer issues are resolved fairly, efficiently and in line with company policies and procedures.

THE ROLE

As Resolutions Specialist, you will take responsibility for managing complex customer cases from investigation through to resolution, providing guidance and support to frontline teams.

Your responsibilities will include:

• Managing and resolving complex customer complaints and escalated cases.
• Acting as a key point of support and guidance for frontline customer service advisors.
• Investigating customer concerns, assessing claims and determining appropriate resolutions.
• Coordinating product exchanges, settlements and goodwill gestures where appropriate.
• Liaising with Head Office departments and senior management to agree outcomes on more challenging cases.
• Ensuring all resolutions are fair, consistent and compliant with company policies and procedures.
• Maintaining accurate case records, correspondence and supporting documentation.
• Completing relevant administration and data entry with a high level of accuracy.
• Identifying recurring issues and contributing ideas to improve customer service processes and resolution practices.

ABOUT YOU

We are looking for a confident, professional and customer-focused individual with previous experience handling escalated complaints or complex customer service issues.

You will ideally have:

• Previous experience in a customer resolutions, complaints handling, escalations or customer service environment.
• Confidence investigating complex customer issues and identifying appropriate solutions.
• Excellent communication and interpersonal skills, with the ability to deal professionally with challenging situations.
• Strong judgement and decision-making skills, with the ability to balance customer expectations against business policies and procedures.
• The confidence to support and guide colleagues and frontline customer service teams.
• Excellent attention to detail and accurate administration skills.
• Strong organisational skills and the ability to manage multiple cases and competing priorities.
• A calm, approachable and solutions-focused attitude.

Experience handling customer claims, product exchanges, refunds, settlements or goodwill arrangements would be particularly advantageous.

WHAT'S ON OFFER?

• Salary of £28,000 – £30,500, depending on experience.
• Permanent, full-time employment.
• Opportunity to join an established international business.
• Modern working environment 
• Supportive and collaborative team environment.
• The opportunity to make a real difference to customer experience and service quality.

INTERESTED?

If you are an experienced customer service or complaints professional looking for a role where you can use your judgement, problem-solving skills and experience to deliver meaningful customer resolutions, we would love to hear from you.

This is an opportunity to move beyond routine customer enquiries and take ownership of more complex cases within a supportive and established business.

All applications will be treated in the strictest confidence.