Resolution Officer

Preferred Vision

To seamlessly connect homeowners, insurers, and property owners. To the best-in-class trades, locally, regionally, nationally.

Mission

We are committed to delivering a digitally led, customer-focused service built on the foundations of Trust, Care, and Respect.

Reduce claim lifecycles, control costs, and enhance satisfaction by keeping customers informed throughout every stage of their repair journey.

Our goal is to exceed our business objectives by providing fair, transparent, and efficient support to every customer

The Resolution Officer plays a vital role at the heart of this mission: managing customer complaints with professionalism, empathy, and integrity. Acting as a bridge between our customers and the wider business, the role ensures that each concern is handled promptly and fairly, reflecting our values in every interaction. By identifying trends and conducting effective Root Cause Analysis (RCA), the Resolution Officer helps drive continuous improvement, ensuring that we learn, adapt, and enhance our service for the future.

Our objectives:

• Establish and maintain exceptional customer service standards, creating exemplar customer experiences.

• Drive continuous improvement in complaint handling processes to enhance customer satisfaction.

• Collaborate with other departments to identify root causes and implement corrective actions.

What we are looking for...

The Resolution Officer is responsible for investigating and resolving customer complaints efficiently, ensuring adherence to company policies and regulatory standards. The role requires a strong customer-centric approach, effective communication skills, and the ability to manage multiple cases simultaneously. Working closely with the Resolution Manager, the Resolution Officer supports best practices, monitors complaint trends, and ensures prompt responses to escalations. This role also involves liaising with customers, internal teams, and external stakeholders to ensure a seamless resolution process. A strong attention to detail, excellent problem-solving skills, and a proactive approach to customer service are essential for success in this role. Excellent organisation abilities, and a passion for delivering an outstanding customer experience will be essential.

Key Responsibilities

Complaint Resolution:

• Oversee the end-to-end complaints handling process, ensuring timely and effective resolution.
  • Act as the escalation point for complex and/or high-risk complaints, in addition to low severity SRC level complaints.

• Ensure customers are treated fairly and receive clear, timely communication throughout the process, in line with regulatory guidelines.

• Ensure a TARGET 0 approach to breach and timeline management.

Performance Management:

• Monitor performance, ensuring adherence to service level agreements.

• Meet and exceed agreed departmental and business objectives.

• Provide feedback and identify training needs.

Process Improvement:

• Analyse complaint trends to identify root causes and implement preventative measures through inter-departmental insight reports.

• Drive continuous improvement initiatives to enhance the complaints handling process.

• Collaborate with other departments to address systemic issues.

Quality Assurance:

• Conduct peer reviews and regular quality checks on complaints handling, to ensure consistency and compliance. Resolutions Officer October 2025

• Provide coaching and feedback to team members to improve performance and customer outcomes.

Reporting and Documentation:

• Produce regular reports on complaints volumes, root causes, and resolution times.

• Maintain accurate records of all complaints and actions taken.

• Present insights and recommendations to Head of Customer Success and Snr Leadership Team.

Client and Stakeholder Management:

• Serve as a principle point of contact for clients regarding complaint management.

• Work closely with regulatory bodies and insurers (where required), ensuring compliance with industry standards.

• Provide regular updates to key stakeholders on complaint trends and actions taken.

Compliance and Risk Management:

• Ensure the complaints process complies with regulatory requirements and company policies.

• Identify risks and implement appropriate controls to mitigate them.

• Promote a culture of accountability and transparency.

Root Cause Analysis:

• Foster strong communication channels within the team and across departments.

• Act as a liaison between the resolutions team and other business units.

• Ensure lessons learned from complaints are shared across the business.

Customer Advocacy:

• Champion the voice of the customer within the organisation.

• Ensure feedback from complaints is used to improve customer experience.

• Drive initiatives that enhance customer satisfaction.

Educated to a minimum degree level or equivalent Customer Service/Operations qualification.

Essential:

• Proven experience in complaints management, preferably within the insurance, repair, or maintenance sectors.

• Demonstrated success in leading customer-focused teams and delivering operational excellence.

• Experience in managing and improving complaint handling processes, including regulatory compliance and privacy standards.

• Strong track record of achieving first contact resolution and closing complaints within a set timeframe.

• Leadership & People Management: Ability to inspire, motivate, and develop colleagues to achieve high performance and maintain a customer-centric culture.

• Customer Care & Empathy: Exceptional interpersonal skills, ensuring every customer interaction is handled with trust, care, and respect.

• Analytical & Problem-Solving Skills: Ability to interpret data accurately, identify trends within departmental reporting and implement data-driven strategies to improve processes and customer outcomes.

• Decision-Making & Judgment: Strong capacity to resolve issues efficiently and fairly, balancing customer needs & align with organisational objectives.

• Excellent verbal and written communication skills, capable of engaging effectively with customers, teams and our clients.

• Ability to multi-task and manage a high volume of cases while consistently meeting targets.
  • Prioritise customer satisfaction in all interactions.

• Thrive in a fast-paced environment and can navigate challenging situations calmly and effectively.

• Be pro-active: takes initiative to prevent recurring issues and continuously improve service quality.

• Encourages collaboration, knowledge sharing, and mutual support within the team.

Job Type: Full-time

Pay: £14.37-£15.17 per hour

Work Location: In person