Customer Resolutions Advisor

Perkbox; Sheffield; On-site; GBP 28,000 - 45,000; Full time

Job summary

Perkbox is seeking a Customer Resolutions Advisor to be the escalation point for complex, regulated customer queries. You will own tickets from start to resolution, liaise with third-party suppliers, and apply product and compliance knowledge to deliver fair outcomes, especially for salary sacrifice schemes.

You will manage regulated conversations, document interactions, and support vulnerable customers while meeting KPIs and regulatory requirements.

Qualifications

• A genuine passion for delivering outstanding customer experiences, even when it's complicated.
• Excellent written and verbal communication skills, including the ability to explain regulated topics clearly and accessibly.
• Strong problem-solving ability and sound judgement when handling sensitive or escalated cases.
• Empathy, patience, and professionalism – particularly when supporting customers in vulnerable situations.
• A solid understanding of, or real willingness to learn, regulated benefit schemes such as salary sacrifice.
• The ability to consistently meet KPIs while maintaining quality and compliance.
• Experience in a 2nd line, escalations, or complaints handling role.
• Knowledge of salary sacrifice schemes, regulated consumer products, or financial services.
• Experience liaising with third-party suppliers or partners to resolve customer issues.

Responsibilities

• Own escalated customer tickets through to resolution, maintaining professionalism even in the trickiest of situations.
• Handle complaints in line with company policy and regulatory requirements, ensuring customers are treated fairly and outcomes are communicated clearly.
• Liaise with third-party suppliers to investigate and resolve disputes, fulfilment issues, and outstanding queries.
• Recognise and appropriately support vulnerable customers, escalating where needed.
• Confidently guide customers through regulated product conversations, recommending the right next steps.
• Document all regulated interactions accurately and in line with compliance standards.
• Contribute to a culture of continuous improvement, sharing insights from complex cases and providing feedback on AI agent resolutions.
• Meet agreed KPIs including complaint resolution times, CSAT, and regulatory compliance metrics.
• Work shift patterns between 8am and 6pm Monday to Friday, with rotational weekend shifts between 8am and 2pm.

Skills

Customer experience

Communication

Problem solving

Empathy

Regulated benefits

Salary sacrifice

FCA regulations

Intercom

Zendesk

Vulnerable customers

Tools

Intercom

Zendesk

Job description

Does this sound like you? You're the person the team turns to when things get complicated. You don't shy away from a challenging conversation – you lean into it, bringing calm, clarity, and genuine care to every interaction. You know your stuff when it comes to regulated products, you hold yourself to a high standard, and you're motivated by getting to the right answer, not just the quickest one. If handling complex cases, working with suppliers, and making a real difference to customers in difficult situations sounds like your kind of day, read on.

What you’ll be doing (in a nutshell): As our Customer Resolutions Advisor, you're the escalation point for our most complex, regulated, and sensitive customer queries. You'll own tickets from start to resolution, liaise with third-party suppliers, and apply your product and compliance knowledge to deliver fair, accurate outcomes, particularly across salary sacrifice schemes such as home and electronics, cycle to work, and other regulated benefits.

Day-to-day you can expect to:

• Own escalated customer tickets through to resolution, maintaining professionalism even in the trickiest of situations
• Handle complaints in line with company policy and regulatory requirements, ensuring customers are treated fairly and outcomes are communicated clearly
• Liaise with third-party suppliers to investigate and resolve disputes, fulfilment issues, and outstanding queries
• Recognise and appropriately support vulnerable customers, escalating where needed
• Confidently guide customers through regulated product conversations, recommending the right next steps
• Document all regulated interactions accurately and in line with compliance standards
• Contribute to a culture of continuous improvement, sharing insights from complex cases and providing feedback on AI agent resolutions
• Meet agreed KPIs including complaint resolution times, CSAT, and regulatory compliance metrics
• Work shift patterns between 8am and 6pm Monday to Friday, with rotational weekend shifts between 8am and 2pm

To be successful, you'll have:

• A genuine passion for delivering outstanding customer experiences, even when it's complicated
• Excellent written and verbal communication skills, including the ability to explain regulated topics clearly and accessibly
• Strong problem-solving ability and sound judgement when handling sensitive or escalated cases
• Empathy, patience, and professionalism – particularly when supporting customers in vulnerable situations
• A solid understanding of, or real willingness to learn, regulated benefit schemes such as salary sacrifice
• The ability to consistently meet KPIs while maintaining quality and compliance
• Experience in a 2nd line, escalations, or complaints handling role
• Knowledge of salary sacrifice schemes, regulated consumer products, or financial services
• Experience liaising with third-party suppliers or partners to resolve customer issues
• Familiarity with support platforms such as Intercom or Zendesk
• An understanding of FCA regulations or Consumer Duty obligations
• Experience supporting vulnerable customers

Why Perkbox?

Perkbox is the employee experience platform built to care for, connect with, and celebrate employees in all areas of life.

With more than 20 years of experience across public, private, SME and corporate sectors, we support nearly 4 million employees across 7,500 organisations in the UK and Australia. From the NHS to leading private sector businesses, our platform brings together benefits, wellbeing, and recognition in one place people actually use.

From access to expert mental health services to help with the cost of everyday essentials, our range of benefits and wellbeing tools meets people where they are, at work and beyond.

We're redefining what employee benefits can be. And we're just getting started.

The Interview Process

Our interview process involves 4 main stages:

• Application
• Short call with a member of the TA team
• 30-minute video call with Hiring Manager and one other team member
• Final Interview and task with two members of the team

Our average process takes around 2-3 weeks, but we will always work around your availability. You will have the chance to speak to our recruitment team at various points during your process. If you have any specific questions ahead of this,

We’re committed to being an inclusive employer and creating a fair workplace for all. We encourage applications from candidates across all backgrounds, circumstances, ages, disabilities, ethnicities, religions or beliefs, gender identities, or sexual orientations

We're happy to offer reasonable adjustments during our hiring process. Just let us know, and we'll make it work for you. Your comfort and success matter to us!

Customer Resolutions Advisor • Sheffield, England, United Kingdom