Customer Service Resolution Specialist

2 weeks ago


Lancashire, United Kingdom Homes Plus Full time
About the Role

We are seeking a highly skilled and motivated individual to join our team as an Early Resolution Coordinator. As a key member of our customer service team, you will play a vital role in providing exceptional customer service and resolving customer complaints in a timely and efficient manner.

Key Responsibilities
  • Provide best-in-class customer service to colleagues, customers, and stakeholders, ensuring that customer complaints are resolved quickly and effectively.
  • Understand and promote a positive complaint handling culture, ensuring that all new complaints are accurately assessed, triaged, and understood.
  • Take ownership of customer complaints and comprehensively address the issue in a way that supports a full resolution for the customer.
  • Identify complaints that are not suitable for the complaint handling process and refer complaints that are unable to be resolved at first point of contact for full investigation.
Requirements
  • Proven experience working in a fast-paced regulatory environment.
  • Experience dealing with and resolving complex issues quickly, with a strong customer focus.
  • Ability to analyze data quickly and effectively to triage customer contact and identify.
  • Strong IT skills, ability to use systems (ideally Salesforce).
What We Offer
  • Competitive salary, with a salary review yearly.
  • Pension with matched contributions up to 7%.
  • Excellent holiday package – 35 days annual leave with the option to buy or sell leave.
  • Cashback plan for healthcare costs – up to £500 saving per year.
  • Bonus scheme for all colleagues at 2%.
  • Training and development.
  • Extra perks including huge discounts and offers from shops, cinemas, and much more.


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