Customer Resolution Champion

Bionic Services Ltd; Greater London; Hybrid; GBP 25,000 - 35,000; Full time

Benefits offered by this job

Private healthcare

Employee Assistance Programme

Eyecare scheme

25 days annual leave

Hybrid work options

Pension scheme

Cycle to work

Job summary

Bionic Group in London is seeking a Customer Resolution Expert to own the end-to-end customer complaint process. You will assess evidence, determine the best action, and ensure a fair outcome for the consumer while maintaining momentum across multiple cases.

You will report root causes, support improvements to the customer journey, and provide timely updates to complainants. A proactive, empathetic communicator with strong problem‑solving skills will thrive in our hybrid, high‑energy environment.

Qualifications

• Exceptional communication skills (verbal, written and listening).
• Empathy and ability to handle challenging conversations with customers.
• Proven problem-solving skills with a customer‑centric approach.
• Attention to detail and strong in documenting cases accurately.

Responsibilities

• Investigation and resolution of customer complaints to meet business and customer expectations.
• Own each complaint end-to-end and manage the customer journey through the process.
• Ensure interactions exceed customer expectations and provide regular updates.
• Identify root causes and provide data to drive continuous improvement.
• Work with compliance to follow complaint regulations and policies.
• Report complaints to key stakeholders and meet targets for closures and response times.

Skills

Communication skills

Empathy

Conflict resolution

Problem-solving

Attention to detail

Resilience

Job description

Bionic Group in London is seeking a Customer Resolution Expert to own the end-to-end customer complaint process. You will assess evidence, determine the best action, and ensure a fair outcome for the consumer while maintaining momentum across multiple cases.

You will report root causes, support improvements to the customer journey, and provide timely updates to complainants. A proactive, empathetic communicator with strong problem‑solving skills will thrive in our hybrid, high‑energy environment.