Customer Resolutions Expert - Regulated & Complex Cases

Perkbox; City Of London; Hybrid; GBP 28,000 - 36,000; Full time

Job summary

Perkbox is seeking a Customer Resolutions Advisor on a 6-month FTC hybrid basis. You will own escalated, regulated customer queries, liaising with suppliers to achieve fair outcomes across salary sacrifice schemes.

The role focuses on compliant, customer-centric resolutions with KPI targets and a supportive team environment. You'll work 8am–6pm Monday to Friday with occasional weekend shifts, handling complex cases and contributing to continuous improvements.

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

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 service

Escalation handling

Regulated topics

Communication skills

Problem solving

Tools

Intercom

Zendesk

Job description

Perkbox is seeking a Customer Resolutions Advisor on a 6-month FTC hybrid basis. You will own escalated, regulated customer queries, liaising with suppliers to achieve fair outcomes across salary sacrifice schemes.

The role focuses on compliant, customer-centric resolutions with KPI targets and a supportive team environment. You'll work 8am–6pm Monday to Friday with occasional weekend shifts, handling complex cases and contributing to continuous improvements.