Customer Resolutions Coordinator

Arcus FM Limited.; Redditch; On-site; GBP 25,000 - 34,000; Full time

Benefits offered by this job

Salary £29,256 per annum

4% bonus

25 days annual leave + Bank Holidays

Group personal pension (5-6%)

Life Assurance

Training Sponsorship Scheme

Discounts and financial aid

Job summary

Arcus FM Limited is seeking a Customer Resolution Agent for the Redditch site. You will handle escalations and complaints from internal and external customers, ensuring timely resolution within SLAs, and maintain comprehensive notes across IT systems.

The role requires strong communication, organisation, and the ability to work across calls, emails, and other channels in a fast-paced environment. A 40-hour week with 7am–7pm shifts across 7 days is required.

Qualifications

• Experience in fast-paced, time-pressured customer service.
• Ability to handle sensitive and confidential information across multiple IT systems.

Responsibilities

• Be the first point of contact for escalations and complaints.
• Manage end-to-end work order complaint/escalation journey to meet SLAs.
• Update systems with notes and progress updates for colleagues.
• Identify root causes and provide solutions to recurring issues.

Skills

Communication skills

Customer service

Time management

Attention to detail

Job description

Why Join Us

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.

What You'll Be Doing

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.

What We're Looking For

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, working7am – 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: £29,256 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

Requisition ID

2026-9217