Customer Resolution Specialist

ADEY Limited; Gittisham; On-site; GBP 24,000 - 32,000; Full time

Job summary

Genuit Group in the United Kingdom is seeking a Customer Service Coordinator to own the end-to-end resolution journey. You will coordinate internal teams and third parties for complaints, warranty claims, service bookings and call outs, ensuring customer satisfaction and cost control.

The role reports to the Customer Services Manager and works with Account Managers and Technical Support Engineers. Applicants should have strong office software skills, experience handling complex queries, and the

Qualifications

• Experience in a customer service environment.
• Ability to manage multiple cases concurrently.
• Experience coordinating internal stakeholders to deliver customer outcomes.

Responsibilities

• Act as a key point of contact for customers where complaints arise, owning cases from initial contact through to resolution and closure.
• Handle complaints professionally, gathering relevant information, setting expectations, agreeing next steps and keeping customers updated throughout
• Manage warranty claims end-to-end in line with company policy, including collecting supporting evidence, logging claims accurately, progressing actions and confirming completion
• Arrange servicing bookings and call outs, ensuring appointments are correctly scoped, scheduled and communicated
• Liaise proactively with internal teams to progress remedial actions, parts requirements and follow-on visits, escalating blockers early
• Identify recurring issues and themes and provide actionable feedback to relevant departments to support right-first-time improvements

Skills

Customer service

Cross-functional collaboration

Office 365

CRM/ERP platforms

Communication

Time management

Tools

CRM/ERP platforms

Job description

Genuit Group in the United Kingdom is seeking a Customer Service Coordinator to own the end-to-end resolution journey. You will coordinate internal teams and third parties for complaints, warranty claims, service bookings and call outs, ensuring customer satisfaction and cost control.

The role reports to the Customer Services Manager and works with Account Managers and Technical Support Engineers. Applicants should have strong office software skills, experience handling complex queries, and the