Customer Resolutions Advisor

Onecom; Fareham; On-site; GBP 16,000 - 27,000; Full time

Benefits offered by this job

Holidays: 25 days + BH

Birthday day off

Pension 9%

Life assurance 4x salary

Employee awards

Tech discounts

All-expenses-paid events

In-House Training Academy

Mental health support

Job summary

Onecom is a leading UK B2B telecoms and IT managed services provider, delivering Mobile, Connectivity and UCaaS, CCaaS, Cyber Security, IoT and Halo across UK organisations.

As our Customer Resolutions Advisor, you will manage customer complaints from initial contact through to final resolution, ensuring a professional, fair and timely outcome while supporting continuous improvements to the customer experience.

Qualifications

• Experience in a phone-based customer service role.
• Strong investigation, problem-solving and decision-making skills.
• Excellent written and verbal communication skills.
• Ability to influence stakeholders at all levels.
• Strong organisational skills and attention to detail.
• A proactive approach to identifying improvements and preventing complaint reoccurrence.
• Confidence working under pressure and managing multiple priorities.

Responsibilities

• Investigate complex customer complaints across multiple business areas.
• Liaise with customers, internal stakeholders and external partners to gather information and resolve issues.
• Own cases through to resolution or deadlock.
• Calculate redress and compensation where appropriate.
• Work closely with senior stakeholders to support fair and consistent decision-making.
• Identify complaint trends and recommend improvements to reduce future issues.
• Liaise with external regulatory and dispute resolution bodies including CISAS and Ofcom when required.
• Champion a customer-first culture and support continuous improvement initiatives across the business.

Skills

Phone-based service

Investigation

Problem-solving

Communication

Stakeholder influence

Organisation

Process improvement

Pressure management

Job description

Contract: Permanent, full time

Location: Whiteley, Hampshire (Office Based)

Team: Operations

Why Join Us?

Salary: Up to £27,000 per year + Bonus

Contract: Permanent, full time

Location: Whiteley, Hampshire (Office Based)

Team: Operations

Why Join Us?

Onecom is one of the UK’s leading B2B telecoms and IT managed services providers. We help UK organisations run better with Mobile, Connectivity and SD-WAN, UCaaS, CCaaS, Cyber Security, IoT and Halo, our AI platform.

You will join a multi-award-winning company, with over 800 talented people committed to delivering great customer experiences driven by the Onecom Way; Think Kaizen, Be Respectful, Build Relationships, Make it Happen, Work Smart, Be Amazing.

About The Role

As our Customer Resolutions Advisor, you'll manage customer complaints from initial contact through to final resolution, ensuring every customer receives a professional, fair and timely outcome.

This is a fantastic opportunity for someone who enjoys problem-solving, influencing stakeholders, and driving improvements that genuinely enhance the customer experience.

What you'll be doing

• Investigate complex customer complaints across multiple business areas
• Liaise with customers, internal stakeholders and external partners to gather information and resolve issues
• Own cases through to resolution or deadlock
• Calculate redress and compensation where appropriate
• Work closely with senior stakeholders to support fair and consistent decision-making
• Identify complaint trends and recommend improvements to reduce future issues
• Liaise with external regulatory and dispute resolution bodies including CISAS and Ofcom when required
• Champion a customer-first culture and support continuous improvement initiatives across the business

What we're looking for

We're interested in people who are naturally curious, resilient and passionate about delivering great customer outcomes.

You’ll Have

• Experience in a phone based customer service orientated role
• Strong investigation, problem-solving and decision-making skills
• Excellent written and verbal communication skills
• The ability to influence stakeholders at all levels
• Strong organisational skills and attention to detail
• A proactive approach to identifying improvements and preventing complaint reoccurrence
• Confidence working under pressure and managing multiple priorities

Our dream candidate will also have

• Experience handling complaints or escalations within a customer-focused environment
• Experience within a regulated environment

Perks for our people

• Holidays: 25 days + bank holidays and buy/sell options
• Other Leave: Birthday day off, 12 paid hours for flexible use, Volunteer day
• Lifestyle: 9% combined pension contribution and 4x salary life assurance
• Rewards: Quarterly and annual employee awards, discounts on tech
• Socials: All-expenses-paid company events
• Development: In-House Training Academy
• Wellbeing: 24/7 access to mental health support, discounted gym membership, free breakfast & fresh fruit, eye-care vouchers, financial wellbeing support

Everyone belongs at Onecom

We believe that diverse teams bring a range of experiences and better ideas that fuel innovation. That’s why we’re committed to creating an environment where everyone feels valued, respected, and able to bring their authentic selves to work. We welcome applications from people of all backgrounds, experiences, identities, and perspectives.