Customer Resolutions Specialist

Onecom; Fareham; On-site; GBP 24,000 - 30,000; Full time

Benefits offered by this job

Holidays: 25 days + bank holidays

Birthday day off

9% pension contribution

Life assurance 4x salary

Quarterly and annual awards

Tech discounts

All-expenses-paid company events

In-House Training Academy

Mental health support

Job summary

Onecom, the UK's leading business technology provider, is hiring a Customer Resolutions Advisor in Whiteley, Hampshire. You will manage customer complaints from initial contact through final resolution, delivering professional, fair and timely outcomes while collaborating with internal teams and external partners.

The role suits someone who enjoys problem solving, influencing stakeholders and driving improvements to enhance the customer experience.

Qualifications

• Experience in a phone-based customer service role.
• Strong investigation, problem-solving and decision-making skills.
• Excellent written and verbal communication skills.
• Ability to influence stakeholders at all levels.
• Strong organisational skills and attention to detail.
• Proactive approach to identifying improvements and preventing recurrence.
• Ability to manage multiple priorities under pressure.

Responsibilities

• Investigate complex customer complaints across multiple business areas.
• Liaise with customers, internal stakeholders and external partners to gather information and resolve issues.
• Own cases through to resolution or deadlock.
• Calculate redress and compensation where appropriate.
• Work with senior stakeholders to support fair decision-making.
• Identify complaint trends and suggest improvements to reduce issues.
• Coordinate with CISAS and Ofcom as required.
• Champion a customer-first culture and support continuous improvement.

Skills

Phone-based CS

Investigation skills

Communication skills

Stakeholder influence

Organisational skills

Process improvement

Prioritisation

Job description

Onecom, the UK's leading business technology provider, is hiring a Customer Resolutions Advisor in Whiteley, Hampshire. You will manage customer complaints from initial contact through final resolution, delivering professional, fair and timely outcomes while collaborating with internal teams and external partners.

The role suits someone who enjoys problem solving, influencing stakeholders and driving improvements to enhance the customer experience.