Customer Resolutions Coordinator

Arcus Solutions; England; On-site; GBP 40,000 - 60,000; Full time

Job summary

A dynamic customer service organization in Redditch seeks a Customer Resolution Agent to manage escalations and complaints effectively. The ideal candidate will possess strong communication and problem-solving skills, with a focus on achieving high customer service levels. This full-time role requires flexibility across shifts and offers a competitive salary of £26,372 plus benefits including a bonus and extensive training opportunities.

Benefits

Salary: £26,372 per annum

4% bonus

25 days annual leave + Bank Holidays

Group personal pension scheme

Life Assurance

Funded Training Sponsorship Scheme

Discounts, vouchers, and financial aid programs

Qualifications

• Experience in a fast-paced customer service role.
• Capability of handling sensitive information.
• Strong organizational and prioritization skills.

Responsibilities

• First point of contact for escalations and complaints.
• Manage the end-to-end complaint/escalation journey.
• Update systems with relevant notes and progress updates.

Skills

Problem-solving

Communication skills

Attention to detail

Time management

Empathy

Job description

Do you enjoy working on complex and complicated queries?

Are you a problem-solver who enjoys finding quick resolutions?

Do you enjoy working within a team?

Yes? Then we may have the ideal role for you working as our Customer Resolution Agent at our Redditch site.

Your communication skills will be second to none, as you'll be the first point of contact for all escalations and complaints for our internal and external customers. You'll have excellent organisation and prioritisation skills, as you'll manage the end-to-end work order complaint/escalation journey ensuring it's resolved within the agreed SLAs. You'll have exceptional administrative and time management skills as you'll be receiving, responding, and managing requests via various channels such as: calls, emails, or phone. You'll have excellent attention to detail skills as you'll be updating all systems with relevant notes and progress updates, so your colleagues are able to pick up and run with it if required. You'll be a solution focused individual as you'll be able to identify route causes and provide solutions to reoccurring issues.

You’ll be a confident, self-motivated, empathetic individual with strong communication skills. You’ll be detail conscious with a strong focus on achieving a high level of customer service. You’ll be capable of handling sensitive and confidential information capturing this onto multiple IT systems whilst working with conflicting deadlines.

This is a 40‑hour per week role, working 7am - 7pm across 7 days, therefore flexibility is required.

For this role you’ll have experience of working within a fast-paced time pressured customer service role, within any industry and sector!

In return for your hard work we would offer you:

• Salary: £26,372 per annum, depending on experience
• 4% bonus, subject to achievement of targets
• 25 days annual leave + Bank Holidays.
• Group personal pension scheme of matched contributions between 5% and 6%
• Life Assurance
• Funded Training Sponsorship Scheme
• Discounts, vouchers, and financial aid programs

At Arcus we are passionate about individual development which is why we are proud to offer industry leading Learning & Development opportunities to all our staff across our organisation

To be considered for this position please submit your application via the 'apply' button.