Customer Resolution Lead — Escalations & Coaching

Pertemps Plymouth; Sparkwell; On-site; GBP 35,000 - 48,000; Full time

Benefits offered by this job

Pension scheme

Employee discounts

Cycle to Work scheme

Long service awards

Job summary

Pertemps Plymouth is recruiting a Customer Resolution Supervisor to lead a specialist team handling high-level customer escalations, payment disputes, refunds, chargebacks and warranty claims. You’ll support and motivate your team, guiding them through complex cases and building strong cross-functional relationships.

As a leader you’ll balance empathy with business awareness, drive data-informed decisions, and push for smarter processes to improve the customer experience from start to finish.

Qualifications

• Experience leading a customer service, complaints, resolutions or escalations team.
• Proven track record coaching and developing others.
• Able to make difficult decisions under pressure while balancing empathy and business needs.

Responsibilities

• Lead and coach a specialist team handling high-level customer escalations, payment disputes, refunds and warranty claims.
• Provide guidance and decisions on complex cases to ensure fair, professional resolutions.
• Develop and motivate Resolution Advisors, building confidence and capability.
• Identify recurring issues and drive process improvements to enhance customer experience.

Skills

Team leadership

Coaching & development

Decision making

Stakeholder management

Data-driven

Customer service excellence

Job description

Pertemps Plymouth is recruiting a Customer Resolution Supervisor to lead a specialist team handling high-level customer escalations, payment disputes, refunds, chargebacks and warranty claims. You’ll support and motivate your team, guiding them through complex cases and building strong cross-functional relationships.

As a leader you’ll balance empathy with business awareness, drive data-informed decisions, and push for smarter processes to improve the customer experience from start to finish.