Customer Resolution Supervisor

TQR Consultancy Ltd; Devon and Torbay; On-site; GBP 35,000 - 48,000; Full time

Benefits offered by this job

Competitive salary

Pension scheme

Long service awards

Employee discount

Cycle to work scheme

Job summary

TQR Consultancy Ltd in Plymouth, Devon, is seeking an experienced Customer Resolution Supervisor to lead a busy Head Office team responsible for managing complex customer cases and escalations.

You will balance customer satisfaction with commercial objectives, coach staff, monitor KPIs, and drive improvements across executive escalations, payment disputes, refunds, chargebacks, and warranty claims.

Qualifications

• Experience leading a customer service or resolution team.
• Experience managing complex customer cases, complaints, and escalations.
• Strong communication and interpersonal skills.
• Proven coaching and people management skills.
• Experience managing team performance against KPIs, quality measures, and service standards.
• Attention to detail and the ability to manage multiple priorities.

Responsibilities

• Lead a team of Resolution Advisors and coach staff to deliver results.
• Manage complex customer escalations, disputes, refunds, chargebacks, and warranty claims to resolution.
• Ensure service levels are met and maintain accurate case records.
• Collaborate with stores, internal departments and third-party partners to achieve positive outcomes.
• Drive continuous improvement and identify root causes of recurring issues.

Skills

People management

Coaching

Communication skills

Problem solving

Organisational skills

Attention to detail

Job description

We are currently seeking an experienced and motivated Customer Resolution Supervisor to join a busy Head Office team in Plymouth.

This is an excellent opportunity for an experienced customer service, complaints, or resolution professional to take the next step in their career and lead a team responsible for managing complex customer cases and escalations.

About the Role

As Customer Resolution Supervisor, you will be responsible for leading a team that manages complex customer cases across three key areas: Executive Escalations, Payment Disputes, and Warranty Claims.

You will ensure customer issues are resolved fairly, efficiently, and in line with company policies and regulatory requirements, while balancing customer satisfaction with commercial objectives.

The role will have responsibility for team performance, colleague development, operational effectiveness, and continuous improvement.

Key Responsibilities

• Manage complex customer escalations, payment disputes, refunds, chargebacks, and warranty claims through to resolution.
• Make fair, balanced, and commercially sound decisions while producing professional correspondence on behalf of senior stakeholders.
• Prioritise workloads to meet agreed service levels and ensure accurate and comprehensive case records are maintained.
• Provide support and guidance to colleagues handling complex customer cases.
• Build effective working relationships with stores, internal departments, and third-party partners to achieve positive customer outcomes.
• Lead, coach, motivate, and develop a team of Resolution Advisors through regular one-to-ones, coaching sessions, feedback, and SMART objectives.
• Support recruitment, onboarding, training, and ongoing colleague development, identifying and addressing individual training needs.
• Manage attendance, conduct, capability, and rota planning in accordance with company policies and procedures.
• Ensure appropriate resource allocation and team cover during periods of absence or increased demand.
• Monitor and drive performance against quality, productivity, customer service, and operational KPIs.
• Provide coaching and guidance on complex customer cases, maintaining a strong knowledge of products, policies, warranty processes, and payment dispute procedures.
• Adapt team priorities and resources in response to changing business requirements and operational demands.
• Identify root causes of recurring customer issues and work collaboratively with stakeholders to improve processes and reduce repeat contacts.
• Share insights, trends, and recommendations to support continuous improvement across customer service and operational processes.
• Ensure all activity is carried out in accordance with relevant company policies, data protection legislation, consumer regulations, health and safety requirements, and information security standards.

Person Specification

• Previous experience leading or supervising a customer service, complaints, or customer resolution team.
• Experience managing complex customer cases, complaints, and escalations.
• Strong communication and interpersonal skills, with the ability to communicate confidently with customers, colleagues, and senior stakeholders.
• Proven coaching and people management skills, with the ability to motivate and develop a team.
• Excellent problem-solving, decision-making, and organisational abilities.
• Experience managing team performance against KPIs, quality measures, and service standards.
• A commercially aware approach, with the ability to make fair and balanced decisions.
• The ability to remain calm and professional when dealing with challenging or sensitive situations.
• Strong attention to detail and the ability to manage multiple priorities in a fast‑paced environment.
• A proactive approach to identifying opportunities for process improvement and enhancing the customer journey.

What We Offer

• Competitive salary
• Pension scheme
• Long service awards
• Employee discount
• Cycle to work scheme

If you are an experienced customer service leader who enjoys resolving complex issues, developing people, and driving improvements, we would be keen to hear from you.

Permanent | Full-time | Plymouth, Devon