Customer Resolution Leader - Escalations & Team Growth

Pertemps; Devon and Torbay; On-site; GBP 40,000 - 50,000; Full time

Benefits offered by this job

Pension scheme

Employee discounts

Cycle to Work scheme

Long service awards

Job summary

Pertemps are recruiting on behalf of our client for a Customer Resolution Supervisor to take ownership of a specialist team handling high-level customer escalations, payment disputes, refunds, chargebacks and warranty claims. You’ll lead and develop the team, guiding complex cases to fair, professional outcomes.

This role offers a temp-to-perm path with a supportive, fast-paced environment where you influence service improvements and shape how customers are resolved across the business.

Qualifications

• Experience leading a customer service, complaints, resolutions or escalations team.
• Coaching and developing others to build confidence and capability.
• Ability to balance empathy with commercial awareness and make considered decisions.

Responsibilities

• Lead and develop a specialist team handling high-level escalations, claims and disputes.
• Provide guidance, decisions and fair outcomes for complex cases.
• Develop the team through coaching, performance feedback and capability building.
• Identify recurring issues and drive process improvements to enhance the customer experience.

Skills

People leadership

Coaching

Customer service

Data-driven decisions

Stakeholder management

Job description

Pertemps are recruiting on behalf of our client for a Customer Resolution Supervisor to take ownership of a specialist team handling high-level customer escalations, payment disputes, refunds, chargebacks and warranty claims. You’ll lead and develop the team, guiding complex cases to fair, professional outcomes.

This role offers a temp-to-perm path with a supportive, fast-paced environment where you influence service improvements and shape how customers are resolved across the business.