Customer Resolution Supervisor

The Range; Plymouth; On-site; GBP 28,000 - 38,000; Full time

Benefits offered by this job

Salary and benefits package

Pension

Long service awards

Employee discount

Cycle to work scheme

Job summary

The Range in Plymouth, Devon, is hiring a Customer Resolution Supervisor to lead a team handling executive escalations, payment disputes and warranty claims. You will ensure fair, timely outcomes aligned with company policies while balancing customer satisfaction and business objectives.

You will coach and develop Resolution Advisors, manage workload and performance against KPIs, and collaborate with stores, internal teams and partners.

Qualifications

• Experience leading or supervising a customer service or resolution team.
• Experience handling complex customer cases and escalations.
• Strong communication, coaching, and stakeholder management.
• Excellent problem solving, decision making and organisational abilities.
• Experience managing performance via KPIs and quality measures.
• Ability to work under pressure and manage priorities.

Responsibilities

• Manage complex customer escalations, disputes, refunds, chargebacks, and warranty claims through to resolution.
• Make fair, balanced decisions and draft professional correspondence for senior stakeholders.
• Prioritise workloads to meet service levels and maintain records.
• Lead, coach and develop Resolution Advisors through coaching and SMART goals.
• Support recruitment, onboarding and training of colleagues.
• Monitor KPIs and drive performance and customer service improvements.
• Identify root causes and drive process improvements.

Skills

Leadership

Coaching

Stakeholder management

Communication

Problem solving

Organisational skills

Performance KPIs

Job description

Customer Resolution Supervisor

Founded in Plymouth in 1989, The Range has grown to become one of the UK's leading and fastest-growing privately owned retailers. With over 280 stores across the UK and Ireland, we offer an extensive range of products spanning multiple departments. People are at the heart of our business, and we are committed to investing in our staff to help shape an extraordinary future.

As a result of our continued growth and ongoing success, we are seeking a dynamic Customer Resolution Supervisor to join our Head Office team in Plymouth.

About the Role:

The Customer Resolution Supervisor is responsible for leading a team that manages complex customer cases across three key areas: Executive Escalations, Payment Disputes, and Warranty Claims. This role ensures customer issues are resolved fairly, efficiently, and in line with company policies while balancing customer satisfaction and commercial objectives. The Supervisor is accountable for team performance, colleague development, operational effectiveness, and continuous improvement.

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 service levels, maintain accurate records, and provide customer support when required.
• Build strong relationships with stores, internal teams, and third-party partners to deliver positive customer outcomes.
• Lead, coach, motivate, and develop Resolution Advisors through regular one-to-ones, coaching sessions, and SMART objectives.
• Support recruitment, onboarding, training, and colleague development, identifying and addressing development needs.
• Manage attendance, conduct, capability, and rota planning in line with company policies and procedures.
• Ensure appropriate team support, resource allocation, and cover during periods of absence.
• Monitor and drive performance against quality, productivity, customer service, and operational KPIs.
• Provide coaching and guidance on complex customer cases while maintaining knowledge of products, policies, warranty processes, and payment dispute handling.
• Adapt priorities and resources to meet changing business demands and operational requirements.
• Identify root causes of recurring issues, collaborate with stakeholders to improve processes, reduce repeat contacts, and enhance the customer journey.
• Share insights and recommendations to support continuous service and operational improvements.
• Ensure compliance with company policies, data protection legislation, consumer regulations, health and safety requirements, and information security standards.

Person Specification:

• Experience leading or supervising a customer service, complaints, or resolution team.
• Experience handling complex customer cases and escalations.
• Strong communication, coaching, and stakeholder management skills.
• Excellent problem-solving, decision-making, and organisational abilities.
• Experience managing performance through KPIs and quality measures.
• Ability to work effectively under pressure and manage competing priorities.

What we offer:

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

Position:

Permanent, Full-time

Hours:

Monday - Friday, 08:45am - 17:30pm.

Location:

Plymouth, Devon