Customer Resolution Specialist

Polypipe; Honiton; On-site; GBP 26,000 - 38,000; Full time

Job summary

Genuit Group is seeking a proactive Customer Resolution Specialist in Honiton to own the end-to-end complaints journey. You will coordinate with internal teams to resolve issues, arrange servicing, and keep customers informed through closure.

Ideal candidates have strong customer service experience, manage multiple cases, and can liaise with logistics, technical, and scheduling teams to deliver timely outcomes. Office 365 and CRM/ERP familiarity is preferred.

Qualifications

• Ability to work cross functionally and manage internal stakeholders.
• Proven experience in a customer service environment handling complex queries to resolution.
• Experience managing multiple cases concurrently with prioritisation and meeting response expectations.
• Experience coordinating internal teams to deliver customer outcomes (logistics, technical teams, service scheduling).

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 and logging claims accurately
• Arrange servicing bookings and call outs, ensuring appointments are properly scoped, scheduled and communicated
• Liaise with internal teams to progress remedial actions, parts requirements and follow-up visits
• Identify recurring issues and provide feedback to relevant departments to support improvements

Skills

Cross-functional collaboration

Customer service

Stakeholder management

Time management

Tools

CRM/ERP platforms

Office 365

Job description

Genuit Group is seeking a proactive Customer Resolution Specialist in Honiton to own the end-to-end complaints journey. You will coordinate with internal teams to resolve issues, arrange servicing, and keep customers informed through closure.

Ideal candidates have strong customer service experience, manage multiple cases, and can liaise with logistics, technical, and scheduling teams to deliver timely outcomes. Office 365 and CRM/ERP familiarity is preferred.