Customer Resolutions Lead - Hybrid, 6-Month FTC

Vivup; Sheffield; Hybrid; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Perkbox benefits platform

Employee wellbeing program

Job summary

Perkbox is hiring a Customer Resolutions Advisor in the UK. You’ll own escalated tickets on regulated salary sacrifice schemes, liaising with suppliers to drive fair outcomes while upholding regulatory standards.

Ideal applicants demonstrate calm, clear communication, strong problem solving, and a genuine care for customers. Expect hybrid working with 8am–6pm weekdays and occasional weekend shifts.

Qualifications

• A genuine passion for delivering outstanding customer experiences.
• Excellent written and verbal communication with regulated topics clearly explained.
• Strong problem-solving and sound judgment for sensitive/escalated cases.
• Empathy, patience, and professionalism, especially for vulnerable customers.
• Understanding of regulated benefit schemes such as salary sacrifice.
• Ability to meet KPIs while maintaining quality and compliance.

Responsibilities

• Own escalated customer tickets through to resolution, maintaining professionalism.
• Handle complaints in line with policy and regulatory requirements, ensuring fair outcomes.
• Liaise with third-party suppliers to investigate disputes and fulfilment issues.
• Recognise and support vulnerable customers, escalating where needed.
• Guide customers through regulated product conversations, recommending next steps.
• Document all regulated interactions accurately per compliance standards.
• Contribute insights from complex cases to drive AI agent improvements.
• Meet KPIs including complaint resolution times, CSAT, and regulatory metrics.

Skills

Escalations handling

Regulated products knowledge

Customer empathy

Regulatory compliance

Tools

Intercom

Zendesk

Job description

Perkbox is hiring a Customer Resolutions Advisor in the UK. You’ll own escalated tickets on regulated salary sacrifice schemes, liaising with suppliers to drive fair outcomes while upholding regulatory standards.

Ideal applicants demonstrate calm, clear communication, strong problem solving, and a genuine care for customers. Expect hybrid working with 8am–6pm weekdays and occasional weekend shifts.