Customer Resolution Lead - Escalations & Improvements

Pertemps Plymouth; Plymouth; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Pension scheme

Cycle to Work

Long service awards

Employee discounts

Temp-to-perm

Monday-Friday working hours

Supportive and collaborative team

Job summary

Pertemps Plymouth in Plymouth is seeking a Customer Resolution Supervisor to lead a specialist team handling high-level escalations, payment disputes, refunds, chargebacks and warranty claims. You will guide colleagues, make informed decisions and ensure every issue is handled professionally and fairly.

This permanent, full-time role offers the chance to shape customer service standards, drive process improvements, and build strong relationships with stakeholders across the business.

Qualifications

• Experience leading a customer service, complaints, resolutions or escalations team.
• Proven coaching and staff development skills.
• Comfortable making difficult decisions under pressure.
• Ability to build positive relationships with stakeholders at all levels.

Responsibilities

• Lead a specialist team handling high-level escalations, payment disputes, refunds, chargebacks and warranty claims.
• Guide colleagues, provide clear decisions and ensure issues are resolved professionally and fairly.
• Develop and motivate the Resolution Advisors to build confidence and capability.
• Identify recurring issues and drive smarter ways of working to improve customer experience.

Skills

Leadership

Coaching

Stakeholder management

Data-driven decisions

Job description

Pertemps Plymouth in Plymouth is seeking a Customer Resolution Supervisor to lead a specialist team handling high-level escalations, payment disputes, refunds, chargebacks and warranty claims. You will guide colleagues, make informed decisions and ensure every issue is handled professionally and fairly.

This permanent, full-time role offers the chance to shape customer service standards, drive process improvements, and build strong relationships with stakeholders across the business.