Customer Resolution Specialist (End-to-End Support)

Genuit Group; Devon and Torbay; On-site; GBP 26,000 - 34,000; Full time

Job summary

Genuit Group is seeking a proactive Customer Resolution Specialist to own the end-to-end journey when complaints arise. You will coordinate with Account Managers, Product Specialists and Technical Support Engineers to resolve issues efficiently and close cases with clear customer communication.

Responsibilities include handling complaints, managing warranty claims, and arranging servicing bookings. Strong Office 365 and CRM/ERP knowledge will help drive consistent, right‑first‑time outcomes.

Qualifications

• Excellent customer service and a professional, calm approach when dealing with dissatisfied customers
• Excellent organizational and time management skills
• Effective communication and influencing skills with the ability to deal with people at all levels
• Ability to collaborate across teams, identify recurring risks and escalating appropriately
• Able to manage conflict effectively and remain resilient under pressure

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 excellence

Cross-functional collaboration

Problem solving

Communication skills

Time management

Adaptability

Tools

Office 365

CRM/ERP platforms

Technical documentation

Job description

Genuit Group is seeking a proactive Customer Resolution Specialist to own the end-to-end journey when complaints arise. You will coordinate with Account Managers, Product Specialists and Technical Support Engineers to resolve issues efficiently and close cases with clear customer communication.

Responsibilities include handling complaints, managing warranty claims, and arranging servicing bookings. Strong Office 365 and CRM/ERP knowledge will help drive consistent, right‑first‑time outcomes.