Customer Resolution & CRM Lead

The Chris Lewis Group; Oxford; On-site; GBP 45,000 - 60,000; Full time

Job summary

The Chris Lewis Group is seeking a senior customer resolution professional to own and resolve complex complaints, from initial investigation through to final resolution. You will actively engage customers by phone, manage CRM records in HubSpot, and coordinate actions across service, engineering and projects to ensure timely completion.

You will lead by example, maintain high CRM standards, and leverage AI/tools where appropriate to improve case preparation and summaries.

Qualifications

• Proven experience personally managing complex customer complaints from start to finish.
• Ability to handle difficult and emotive conversations over the phone.
• Strong track record using a CRM to manage complaints, actions and follow-ups.
• Excellent CRM discipline: clear records, ownership and dates.

Responsibilities

• Own and resolve difficult customer complaints by phone and email from investigation to resolution.
• Proactively contact customers to resolve issues more effectively.
• Support Customer Service phone operations during busy periods.
• Maintain HubSpot complaint pipelines with clear ownership and next steps.
• Coordinate actions across Customer Service, Engineering and Projects.

Skills

Customer resolution

CRM usage

Phone communication

Cross-team coordination

Problem solving

Tools

HubSpot

Uptick

Job description

Are you an experienced customer resolution professional who is confident taking ownership of difficult complaints, speaking directly with customers and seeing issues through to resolution?

At the Chris Lewis Group, we believe exceptional customer service means taking responsibility, following through on commitments and ensuring every customer feels valued. We are seeking a confident, hands-on professional who can make an immediate impact within our Service & Customer Experience team.

The Opportunity

This is a senior operational role with influence across the team, but no formal direct reports. A significant part of the role is personally handling customer complaints every day, including difficult telephone conversations, investigation, coordination and resolution.

You will also take an active role in maintaining the quality and discipline of our CRM, particularly HubSpot, ensuring complaints, customer communications, actions and commitments are accurately recorded and progressed.

You will:

• Personally own and resolve difficult customer complaints by phone and email, from initial investigation through to genuine resolution.
• Proactively contact customers rather than relying solely on email, particularly where a conversation will help resolve an issue more effectively.
• Take an active part in the Customer Service phone operation, answering inbound customer calls and supporting the team during busy periods.
• Maintain strong control of the HubSpot complaints pipeline, ensuring complaints have a clear owner, current notes, next actions, dates and customer commitments.
• Maintain high standards of CRM discipline across HubSpot, identifying overdue actions, incomplete records and issues requiring follow-up.
• Coordinate actions across Customer Service, Engineering, Projects and other teams, keeping customers informed throughout.
• Maintain clear ownership and follow-through across HubSpot and Uptick.
• Support maintenance and reactive callouts, renewals and cancellations through accurate operational workflows.
• Be a trusted senior point of support, confidently influencing colleagues without formal line-management authority.
• Identify recurring customer issues and provide clear top-level evidence and themes for further investigation.
• Use AI and automation practically to improve case preparation, customer summaries, CRM quality and productivity.

Who would be a great fit?

You might currently be a Senior Customer Service Advisor, Customer Resolution Specialist, Complaints Team Leader, Customer Experience Team Leader, Customer Relations Manager or Customer Operations Supervisor.

Perhaps you are already the person others turn to when a customer is unhappy, a complaint becomes complicated or something needs resolving urgently.

You will be comfortable picking up the phone when a situation is difficult, asking the right questions, challenging where necessary and taking responsibility for moving the issue forward.

You want broader responsibility and greater influence while remaining close to customers and the day-to-day operation.

What you will bring

• Proven experience personally managing complex customer complaints from start to finish.
• Confidence handling difficult and sometimes emotive customer conversations by telephone.
• Strong experience using a CRM system to manage complaints, customer activity, actions and follow-up.
• Excellent CRM habits: clear records, ownership, actions, dates and customer commitments.
• A calm, empathetic and confident communication style, with strong judgement and resilience.
• The confidence to challenge constructively, make decisions and drive action across departments.
• The ability to work within an established team and provide credible senior support without formal management authority.
• Curiosity about technology, AI and continuous improvement.
• An organised, proactive approach and a commitment to seeing issues through to completion.

Experience in fire and security, engineering or another technical service environment is helpful, but not essential. Experience with HubSpot or Uptick is beneficial; proven CRM discipline matters more than knowledge of a particular platform.

Why join Chris Lewis Group?

You will join a technology-focused business where customer relationships, teamwork and continuous improvement matter. You will work closely with senior colleagues, build expertise in customer resolution, CRM, operational processes and emerging technologies, and help shape more effective ways of working.

This role offers a chance to establish yourself as a respected senior operational specialist, broaden your capabilities and build a strong foundation for future career development. It is not currently a formal people-management position, but it offers meaningful responsibility and visibility across the business.

Ready to make a difference?

This is not a role for someone who simply oversees a complaints inbox or manages CRM administration at a distance. We need someone who enjoys direct customer contact, takes responsibility and can hit the ground running. If that sounds like you, we would love to hear from you.