Customer Resolution Lead: Complaints & Insights

Business Stream; Gogar; On-site; GBP 28,000 - 34,000; Full time

Benefits offered by this job

Attractive pension plan

31 days annual leave and six bank hols

Subsidised staff restaurant

Free gym membership

Employee discounts

Job summary

Business Stream is seeking a Customer Resolution Case Owner to resolve telephone and written customer complaints, ensuring customers are listened to and outcomes are clear. You will investigate complaints, identify service shortfalls, and work with colleagues to agree fair resolutions and redress in line with policy.

The role also focuses on reducing aged complaints, progressing cases quickly, keeping records, and sharing root-cause insights to support improvements.

Qualifications

• Dedicated complaints handling experience.
• Strong written and verbal communication skills.
• Ability to manage difficult conversations with customers.

Responsibilities

• Resolve telephone and written customer complaints.
• Investigate issues and identify service gaps.
• Work with colleagues to agree fair resolutions and redress.
• Reduce aged complaints and manage complaint backlogs.
• Maintain accurate records and share root-cause insights.

Skills

Complaint handling

Written communication

Verbal communication

Investigation

Time management

Job description

Business Stream is seeking a Customer Resolution Case Owner to resolve telephone and written customer complaints, ensuring customers are listened to and outcomes are clear. You will investigate complaints, identify service shortfalls, and work with colleagues to agree fair resolutions and redress in line with policy.

The role also focuses on reducing aged complaints, progressing cases quickly, keeping records, and sharing root-cause insights to support improvements.