Customer Experience & Resolutions Lead (Hybrid)

Moorepay; Manchester; Hybrid; GBP 45,000 - 65,000; Full time

Benefits offered by this job

25 days annual leave

Private medical insurance

Life assurance 4x salary

Enhanced pension 8.5% employer</n>con

Flexible benefits package

Job summary

Moorepay is seeking a Customer Resolutions Manager to lead a team focused on resolving complex customer issues and complaints, using insight and data to prevent recurrence and drive improvements.

This highly visible role works with senior leaders to shape better products, services and experiences, ensuring customers feel heard, valued and supported across our Swinton operations in a hybrid setup.

Qualifications

• Experience leading, coaching and developing high‑performing teams.
• Strong background in managing customer complaints, escalations or complex issues.
• Excellent stakeholder management, influencing at all levels.
• Analytical thinking using data and insights to drive change.

Responsibilities

• Lead and develop a team to deliver outstanding customer outcomes.
• Own complex customer issues and escalations, resolving quickly and fairly.
• Build relationships with senior stakeholders to champion customer-focused solutions.
• Produce insights and management information to drive decision-making.
• Ensure incidents and risks are communicated effectively.

Skills

Leadership

Coaching & development

Customer experience

Stakeholder mgmt

Data analysis

Problem solving

Communication

Organised

Commercial awareness

Continuous improvement

Job description

Moorepay is seeking a Customer Resolutions Manager to lead a team focused on resolving complex customer issues and complaints, using insight and data to prevent recurrence and drive improvements.

This highly visible role works with senior leaders to shape better products, services and experiences, ensuring customers feel heard, valued and supported across our Swinton operations in a hybrid setup.