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Resolution Officer

2 months ago

Oxfordshire, United Kingdom Marston Holdings Full time

Resolution Officer - Oxfordshire Area

Full-time, 40 hours per week


Engage Services Ltd is part of the Marston Holdings Limited group of companies and works on behalf of many major household names from the utilities sector.


Are you ready to make a difference and help reconnect customers with our clients?

Do you thrive on helping people and ensuring they have a positive experience?


Join Our Team as a Resolution Officer


We reconnect thousands of customers every week, providing a vital service that ensures our clients treat their customers fairly. We are seeking a dedicated Resolution Officer to join our team and make a significant impact in the Oxfordshire area.

As a Resolution Officer, you will visit our client’s customers at their premises—both commercial and residential—to re-engage them with our client. Your visits will also include establishing occupier details, confirming meter readings, and providing invaluable information.


Key Responsibilities:

• Visit commercial and residential premises to reconnect customers with our clients.

• Establish and verify occupier details during visits.

• Confirm accurate meter readings and provide necessary information.

• Identify and appropriately handle all disputes in line with company procedures.

• Proactively work towards all targets set by the company.

• Communicate effectively and professionally with all customers and clients.

• Work within the policies, procedures, aims, objectives, and philosophy of the company.

• Be receptive to coaching and feedback to enhance performance delivery.


What You Will Need:

• Previous experience in a similar role.

• Ability to interact and communicate effectively and professionally with different people from varying backgrounds and situations.

• Proactive approach towards achieving set targets.

• Flexibility to work in your local area.

• Ability to work alone.

• Customer focussed with ability to identify vulnerabilities.

• Openness to coaching and feedback for continuous improvement.

• Full driving licence and car are desirable for ease of travel within the Oxfordshire area.


In return for your hard work you will receive:

• 25 days annual leave plus bank holidays

• Competitive salary

• Bonus and car allowance

• Training and Development

• Pension scheme

• Death in service

New starters will be subject to clearance through the Disclosure and Barring Service and a County Court Judgment check. In addition, the post holder is expected to keep the Company updated if their personal circumstances change.


We are an equal opportunity employer, which means we will consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and we are committed to creating an inclusive environment for all employees.