Customer Resolution Supervisor - Lead & Develop Team

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

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.