Resolutions Specialist

Resolutions Specialist Wellingborough Hours - Monday to Friday full time Salary - £28,000-£30,500 DOE 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 a...

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