Customer Resolution Lead — Escalations & Claims

The Range; Plymouth; On-site; GBP 28,000 - 38,000; Full time

Benefits offered by this job

Salary and benefits package

Pension

Long service awards

Employee discount

Cycle to work scheme

Job summary

The Range in Plymouth, Devon, is hiring a Customer Resolution Supervisor to lead a team handling executive escalations, payment disputes and warranty claims. You will ensure fair, timely outcomes aligned with company policies while balancing customer satisfaction and business objectives.

You will coach and develop Resolution Advisors, manage workload and performance against KPIs, and collaborate with stores, internal teams and partners.

Qualifications

• Experience leading or supervising a customer service or resolution team.
• Experience handling complex customer cases and escalations.
• Strong communication, coaching, and stakeholder management.
• Excellent problem solving, decision making and organisational abilities.
• Experience managing performance via KPIs and quality measures.
• Ability to work under pressure and manage priorities.

Responsibilities

• Manage complex customer escalations, disputes, refunds, chargebacks, and warranty claims through to resolution.
• Make fair, balanced decisions and draft professional correspondence for senior stakeholders.
• Prioritise workloads to meet service levels and maintain records.
• Lead, coach and develop Resolution Advisors through coaching and SMART goals.
• Support recruitment, onboarding and training of colleagues.
• Monitor KPIs and drive performance and customer service improvements.
• Identify root causes and drive process improvements.

Skills

Leadership

Coaching

Stakeholder management

Communication

Problem solving

Organisational skills

Performance KPIs

Job description

The Range in Plymouth, Devon, is hiring a Customer Resolution Supervisor to lead a team handling executive escalations, payment disputes and warranty claims. You will ensure fair, timely outcomes aligned with company policies while balancing customer satisfaction and business objectives.

You will coach and develop Resolution Advisors, manage workload and performance against KPIs, and collaborate with stores, internal teams and partners.