Customer Resolution Supervisor

Pertemps Plymouth; Plymouth; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Pension scheme

Cycle to Work

Long service awards

Employee discounts

Temp-to-perm

Monday-Friday working hours

Supportive and collaborative team

Job summary

Pertemps Plymouth in Plymouth is seeking a Customer Resolution Supervisor to lead a specialist team handling high-level escalations, payment disputes, refunds, chargebacks and warranty claims. You will guide colleagues, make informed decisions and ensure every issue is handled professionally and fairly.

This permanent, full-time role offers the chance to shape customer service standards, drive process improvements, and build strong relationships with stakeholders across the business.

Qualifications

• Experience leading a customer service, complaints, resolutions or escalations team.
• Proven coaching and staff development skills.
• Comfortable making difficult decisions under pressure.
• Ability to build positive relationships with stakeholders at all levels.

Responsibilities

• Lead a specialist team handling high-level escalations, payment disputes, refunds, chargebacks and warranty claims.
• Guide colleagues, provide clear decisions and ensure issues are resolved professionally and fairly.
• Develop and motivate the Resolution Advisors to build confidence and capability.
• Identify recurring issues and drive smarter ways of working to improve customer experience.

Skills

Leadership

Coaching

Stakeholder management

Data-driven decisions

Job description

Based in Plymouth, this full-time Customer Resolution Supervisor role with Pertemps Plymouth offers a competitive salary. The successful candidate will lead a specialist team managing high-level escalations, payment disputes, refunds, chargebacks and warranty claims. Acting as the key contact for complex cases, they will guide colleagues, make informed decisions and ensure every issue is resolved professionally and fairly. Building strong relationships across the business and identifying process improvements are central to the position. Applicants should demonstrate leadership capability, sound judgement and excellent communication skills. This is a permanent contract, working standard full-time hours. Prior experience within complaints handling or a similar supervisory setting is advantageous.

Pertemps are recruiting on behalf of our client for a Customer Resolution Supervisor to take ownership of a specialist team handling high-level customer escalations, payment disputes, refunds, chargebacks and warranty claims. This is an opportunity for someone who enjoys being at the heart of the action. Someone who can support their team through challenging cases, build strong relationships across a business, and find smarter ways of working when processes need improving.

What you'll be responsible for:

You'll be the person your team turns to when a case isn't straightforward. From executive complaints and warranty claims to payment disputes and complex customer situations, you'll provide guidance, make informed decisions and ensure every issue is handled professionally and fairly. Alongside this, you'll be responsible for developing and motivating a team of Resolution Advisors, helping them build confidence, capability and expertise. You'll also have the chance to influence wider business improvements by identifying recurring issues, challenging outdated processes and helping create a better customer experience from start to finish.

We're keen to speak to people who:

Have experience leading a customer service, complaints, resolutions or escalations team. Enjoy coaching and developing others. Are comfortable making difficult decisions when the situation requires it. Have handled complex customer cases and know how to balance empathy with commercial awareness. Can build positive relationships with stakeholders at all levels. Thrive in a fast-paced environment where priorities can shift quickly. Use data, KPIs and insight to drive team performance.

Why consider this opportunity?

This isn't a role where you'll simply manage a team and report on numbers. You'll have the opportunity to shape how customer issues are resolved, influence service improvements and play a key role in delivering the standards customers expect.

What's on offer?

• Competitive salary
• Temp-to-perm opportunity
• Pension scheme
• Employee discounts
• Cycle to Work scheme
• Long service awards
• Monday-Friday working hours
• Supportive and collaborative team environment

If you're a people-focused leader who enjoys solving problems, improving processes and helping teams perform at their best, we'd love to hear from you.