Client Resolution Manager

R13 Recruitment; Norwich; Hybrid; GBP 30.000 - 36.000; Vollzeit

Benefits dieser Stelle

Birthday off

Pension scheme

Wellbeing support

Recognition and incentive schemes

Training and development

Free parking

Zusammenfassung

R13 Recruitment are seeking a Resolution Manager to join their Norwich city centre offices. This role combines complaint investigations with ongoing client relationship management, taking ownership of customer concerns and delivering fair resolutions, while supporting client retention and account growth.

You will work Monday to Friday with hybrid working after six months (three days in the office, two from home).

Qualifikationen

• Experience managing B2B complaints and investigations.
• Excellent written and verbal communication.
• Calm, fair and considered approach to resolving issues.
• Strong attention to detail and sound judgement.
• Ability to manage competing priorities and detailed cases.

Aufgaben

• Manage B2B client complaints and investigations through to resolution.
• Gather information from internal teams to understand issues.
• Review contracts, findings and supporting docs.
• Prepare clear responses and explain outcomes to clients.
• Identify root causes and suggest improvements to prevent repeats.
• Monitor complaint trends and prepare internal reports.
• Manage a portfolio of clients and build lasting relationships.
• Handle customer queries and account changes.
• Proactively engage with clients to strengthen retention and satisfaction.
• Use data and AI tools to prioritise contact and identify risks.
• Recognise opportunities to upsell products and services.
• Collaborate across the business to improve customer outcomes.

Kenntnisse

Complaints handling

Investigations

Client relationship mgmt

Communication skills

Attention to detail

AI tools awareness

Tools

CRM systems

AI platforms

Jobbeschreibung

R13 Recruitment are newly searching for a Resolution Manager to join a well-regarded and future growing business, based from their offices in Norwich city centre. This is a varied, customer-focused role combining complaint investigations with ongoing client relationship management. You'll take ownership of customer concerns, work through complex issues and find fair, practical resolutions, while also supporting client retention, engagement and account growth. It's a great opportunity for someone with a background in complaints handling who enjoys getting to the heart of a problem, building relationships and making a positive difference to the customer experience. Monday to Friday working hours with hybrid working available after six months - three days in the office and two from home. Salary is offered at £33,000 with an additional bonus of up to £10,000 per annum.

The Company

An established business providing specialist services and ongoing support to a broad portfolio of business customers. With a strong focus on customer relationships and service delivery, the business is continuing to develop its approach to customer engagement and retention.

Your Benefits

• Birthday off, in addition to annual leave and bank holidays.
• Pension scheme.
• Wellbeing support and health cash plan.
• Recognition and incentive schemes.
• Ongoing training and development opportunities.
• Free parking.

The Day to Day

• Managing B2B client complaints and investigations through to resolution.
• Gathering information from internal teams to understand each issue.
• Reviewing contract terms, findings and supporting documentation.
• Preparing clear, considered responses and explaining outcomes to clients.
• Identifying root causes and recommending improvements to prevent repeat issues.
• Monitoring complaint trends and preparing reports for internal stakeholders.
• Managing a portfolio of clients and building lasting relationships.
• Handling customer queries, account changes and ongoing support.
• Proactively engaging with clients to strengthen retention and satisfaction.
• Using customer data and AI platforms to prioritise contact and identify potential risks.
• Recognising opportunities to introduce additional products and services.
• Working collaboratively across the business to improve customer outcomes.

You Will Have

• Previous experience managing complaints and investigations as an essential criteria.
• Excellent written and verbal communication skills.
• A calm, fair and considered approach to resolving issues.
• Strong attention to detail and sound judgement.
• Confidence gathering information and working with different teams.
• Experience managing customer accounts or client relationships.
• The ability to manage competing priorities and detailed cases.
• Commercial awareness and an understanding of customer retention.
• Confidence using systems, data and technology to support your work.
• An interest in using AI tools appropriately and effectively.