Customer Resolution Specialist

Nu-Heat Ltd; Honiton; On-site; GBP 26,000 - 38,000; Full time

Job summary

Genuit Group in Honiton is seeking a Customer Complaints Handler to own the end-to-end resolution journey, coordinating internal teams and third parties to resolve issues and protect customer satisfaction.

You will gather information, set expectations, manage warranty claims and schedule servicing, keeping customers informed through to closure while driving right-first-time improvements. This role requires strong communication and collaboration in a busy environment.

Qualifications

• Experience in a customer service environment handling complex queries.
• Ability to manage multiple cases and coordinate internal teams.
• Experience with warranty claims and service scheduling is desirable.

Responsibilities

• Act as key point of contact for customers with complaints, ownership from initial contact through to resolution and closure.
• Gather information, set expectations and keep customers updated throughout.
• Manage warranty claims end-to-end in line with policy, logging and progressing actions.
• Arrange servicing bookings and call outs with correct scoping and scheduling.
• Liaise with internal teams to progress remedial actions and parts requirements.
• Identify recurring issues and provide actionable feedback for improvements.

Skills

Customer service

Cross-functional teamwork

Stakeholder management

Organisational skills

Communication skills

Conflict resolution

Problem solving

Commercial acumen

Tools

CRM/ERP platforms

Office 365

Job description

Genuit Group in Honiton is seeking a Customer Complaints Handler to own the end-to-end resolution journey, coordinating internal teams and third parties to resolve issues and protect customer satisfaction.

You will gather information, set expectations, manage warranty claims and schedule servicing, keeping customers informed through to closure while driving right-first-time improvements. This role requires strong communication and collaboration in a busy environment.