Customer Resolution Supervisor

Pertemps Plymouth; Sparkwell; On-site; GBP 35,000 - 48,000; Full time

Benefits offered by this job

Pension scheme

Employee discounts

Cycle to Work scheme

Long service awards

Job summary

Pertemps Plymouth is recruiting a Customer Resolution Supervisor to lead a specialist team handling high-level customer escalations, payment disputes, refunds, chargebacks and warranty claims. You’ll support and motivate your team, guiding them through complex cases and building strong cross-functional relationships.

As a leader you’ll balance empathy with business awareness, drive data-informed decisions, and push for smarter processes to improve the customer experience from start to finish.

Qualifications

• Experience leading a customer service, complaints, resolutions or escalations team.
• Proven track record coaching and developing others.
• Able to make difficult decisions under pressure while balancing empathy and business needs.

Responsibilities

• Lead and coach a specialist team handling high-level customer escalations, payment disputes, refunds and warranty claims.
• Provide guidance and decisions on complex cases to ensure fair, professional resolutions.
• Develop and motivate Resolution Advisors, building confidence and capability.
• Identify recurring issues and drive process improvements to enhance customer experience.

Skills

Team leadership

Coaching & development

Decision making

Stakeholder management

Data-driven

Customer service excellence

Job description

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.