Customer Resolution Partner

2 months ago


Letchworth, United Kingdom Settle Full time

The Customer Resolution Partner is responsible for providing a comprehensive, sensitive and effective complaint resolution service, working collaboratively with internal colleagues and external customers to investigate and resolve sometimes complex issues raised in line with the complaint handling code.

You will provide consultancy, advice, support, training and guidance to colleagues concerning complaints, comments and compliments. You will analyse and share lessons learnt in order to improve services, ensuring that the root cause of the complaint and the learning outcomes are recorded to identify ongoing service improvements and an enhanced customer offer.

**Making it happen**:
**You will**:
Partner, and work collaboratively with colleagues in all service areas to deliver a complaint resolution for the customer as quickly as possible and in line with regulated requirements, taking ownership and keeping the customer informed on the actions you are taking.

**You will also**:

- Be the custodian of our customer complaint process, ensuring records are accurate and providing training or support to colleagues where required.
- Work directly with customers and/or their representatives providing regular updates with their case with all interactions recorded on Ql/Documotive and fed into any decision on how to progress the complaint and respond to the complainant.
- Manage high volume of sometimes complex complaints that arise daily, making sure they are acknowledged, correctly assessed, recorded and responded to in line with complaint handling policy
- Prepare and produce comprehensive, accurate responses in writing to customers and the Ombudsman
- Liaise with service managers, heads of service, and senior leaders to coordinate a response to customers within published timeframes.
- Carry out Quality Assurance checks once a complaint has been resolved to ensure we continue to deliver a consistently good customer experience.

**A basic must**

**Able to**:

- Strong customer service experience demonstrating an ability to communicate professionally whilst building and maintaining rapport.
- Demonstrate impartiality and pursue a matter to achieve the right outcome.
- Strong written and verbal communication.
- Ability to present findings and identify solutions to service areas in light of customer feedback received.
- Well organised, able to manage own workload and proactively drive customer complaints through to resolution.
- Able to see the ‘bigger picture’ in terms of telling and embedding the customer story across the business.
- Work with colleagues at different levels to achieve the quickest resolution for the customer.



  • Letchworth, Hertfordshire, United Kingdom Settle Full time

    The Customer Resolution Partner is responsible for providing a comprehensive, sensitive and effective complaint resolution service, working collaboratively with internal colleagues and external customers to investigate and resolve sometimes complex issues raised in line with the complaint handling code.You will provide consultancy, advice, support, training...


  • Letchworth, United Kingdom settle Full time

    We’re settle, a resident-focused housing association. Working in communities across Hertfordshire, Bedfordshire, Buckinghamshire, and South Cambridgeshire, we provide more than 23,000 residents in over 10,000 households with a place to call home. There is something special about working here. It’s in the values that shape us and the people that make us -...


  • Letchworth, United Kingdom iSupply Recruitment Ltd Full time

    A long-standing and growing business, committed to delivering exceptional customer service and products are looking to expand their Customer Service team. They pride themselves on their dedication to customer satisfaction and their supportive work environment for their team members. As a Customer Service Representative, you will primarily handle inbound...


  • Letchworth, United Kingdom European Tyre Enterprise Ltd Full time

    **About us** European Tyre Enterprise Limited is an international tyre and automotive service, maintenance and repair business group with annual sales revenues of more than £1 billion across five countries in Europe. We operate multiple retail brands including Kwik Fit with over 800 centres in the UK and Netherlands as well as Stapletons Tyre Services...

  • People Partner

    7 days ago


    Letchworth, United Kingdom Innovative Trials Full time

    Innovative Trials is a leading provider of Patient Recruitment solutions and strategies for clinical trials and winner of multiple awards for our commitment to helping change the lives of patients. Our People Team is continuously evolving and with the company growth, has an integral part to play in the success and wellbeing of our people. This is a...


  • Letchworth, United Kingdom The Stevenson Group Ltd Full time

    Stevensons is the largest independent school uniform and sportswear provider in the UK, serving over 550 schools nationwide. We are looking for enthusiastic and professional Customer Service Advisors to join our currently expanding Customer Service Team. Position: Customer Service Advisor Type: Temporary Hours: Minimum 14 hours per week with potential to...


  • Letchworth, United Kingdom settle Full time

    We’re settle, a resident-focused housing association. Working in communities across Hertfordshire, Bedfordshire, Buckinghamshire, and South Cambridgeshire, we provide more than 23,000 residents in over 10,000 households with a place to call home. There is something special about working here. It’s in the values that shape us and the people that make us -...


  • Letchworth, United Kingdom settle Full time

    We’re settle, a resident-focused housing association. Working in communities across Hertfordshire, Bedfordshire, Buckinghamshire, and South Cambridgeshire, we provide more than 23,000 residents in over 10,000 households with a place to call home. There is something special about working here. It’s in the values that shape us and the people that make us -...


  • Letchworth, Hertfordshire, United Kingdom settle Full time

    We're settle, a resident-focused housing association. Working in communities across Hertfordshire, Bedfordshire, Buckinghamshire, and South Cambridgeshire, we provide more than 23,000 residents in over 10,000 households with a place to call home. There is something special about working here. It's in the values that shape us and the people that make us - us...

  • Customer Advisor

    2 weeks ago


    Letchworth, Hertfordshire, United Kingdom SLL Full time

    **Come and join the teamAn exciting opportunity has arisen for 2 x part time Customer Advisors to join an enthusiastic and friendly team within SLL.2 x 16 hour positionsResponsibilities will include: To promote and sell the site products and services To deal with all enquiries relating to products and services whilst on shift To generate leads and sales to...


  • Letchworth, United Kingdom Hales Jobs Full time

    Finance & Payroll Business Partner **Salary**: £35,000.00-£40,000.00 per year Full time (Monday to Friday) Our client is looking for a Finance and Payroll Business Partner to join their team. This exciting new role offers the opportunity to collaborate with the talented team in preparing financial information for internal and external reporting and your...


  • Letchworth, United Kingdom ServiceTec Full time

    Due to business expansion, we currently have an exciting opportunity for a Customer Service Representative to join our small and friendly team. If you are interested in the position, please see further details below: - **Location and the role**: The role is based at our UK Headquarters in the centre of Letchworth Garden City, in an historic building with...


  • Letchworth, United Kingdom Everyone Active Full time

    Job Summary: CUSTOMER SERVICE TEAM LEADER at North Herts Leisure Centre 24-32 hours per week - Excellent salary plus benefits Everyone Active is currently seeking an ambitious and self-motivated individual to take on this role who is ready to embrace our brand mission of 30 minutes of activity 5 times a week We need a Customer Service Team Leader who...


  • Letchworth, United Kingdom Altro Full time

    Letchworth Garden City, Hertfordshire, United Kingdom Permanent Competitive salary Salary and additional benefits, Private Medical, Holiday, Pension etc The Altro Group have an exciting opportunity for a Human Resources Business Partner to join our friendly Human Resources team here in Letchworth Garden City. This is a Hybrid position, working full time...

  • Customer Advisor

    3 weeks ago


    Letchworth, United Kingdom SLL Full time

    **Come and join the team! An exciting opportunity has arisen for 2 x part time Customer Advisors to join an enthusiastic and friendly team within SLL. **2 x 16 hour positions** **Responsibilities will include**: - To promote and sell the site products and services - To deal with all enquiries relating to products and services whilst on shift - To generate...

  • Project Coordinator

    3 weeks ago


    Letchworth, United Kingdom Northland Controls Full time

    **What Northland Does** Northland is a world-class global security integrator with offices in the United States, United Kingdom, Singapore, China and India. We specialize in design, build, integration, and management of high-end Lenel, Software House, S2 global enterprise security systems which include 6 out of 10 of the largest hi-tech companies in Silicon...

  • Project Coordinator

    2 weeks ago


    Letchworth, Hertfordshire, United Kingdom Northland Controls Full time

    What Northland DoesNorthland is a world-class global security integrator with offices in the United States, United Kingdom, Singapore, China and India. We specialize in design, build, integration, and management of high-end Lenel, Software House, S2 global enterprise security systems which include 6 out of 10 of the largest hi-tech companies in Silicon...


  • Letchworth, United Kingdom Rover's Flooring Ltd Full time

    **Internal Office Support** **General information** We are a Wood Flooring Import, Manufacturing and Distribution company and are looking to fill an internal office support position in our company. You will be working within an established small team of enthusiastic people where you can call upon your colleagues for support and guidance. The team has a...


  • Letchworth, United Kingdom Kbeverage Ltd TA Starbucks Full time

    **Job Summary and Mission** This job contributes to Starbucks success by assisting the store manager in executing store operations during scheduled shifts. This job deploys partners and delegates tasks so that partners can create and maintain the Starbucks Experience for our customers. The incumbent is responsible for modeling and acting in accordance with...


  • Letchworth, United Kingdom Kbeverage Ltd Full time

    **Job Summary and Mission** This job contributes to Starbucks success by assisting the Team members and the Assistant store manager in executing store operations during scheduled shifts. This job deploys partners and delegates tasks so that partners can create and maintain the Starbucks Experience for our customers. The incumbent is responsible for...