Customer Resolutions Specialist

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

Benefits offered by this job

25 days holidays + bank holidays

Birthday day off

Volunteer day

Pension 9%

Life assurance 4x salary

Tech discounts

Company events

In-house training academy

Job summary

Onecom is seeking a Customer Resolutions Advisor to manage complaints from first contact to final resolution, driving fair, timely outcomes and improvements to the customer experience. This is an office-based role in Whiteley, Hampshire within the Operations team.

Ideal candidates will have strong investigation skills, the ability to influence stakeholders, and a proactive approach to preventing recurrence. Responsibilities span cross-functional liaison and escalation management.

Qualifications

• Experience in a phone based customer service oriented 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 complaint reoccurrence
• Confidence working under pressure and managing multiple priorities
• Experience handling complaints or escalations within a customer-focused environment
• Experience within a regulated environment

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 closely with senior stakeholders to support fair and consistent decision-making
• Identify complaint trends and recommend improvements to reduce future issues
• Liaise with external regulatory and dispute resolution bodies including CISAS and Ofcom when required
• Champion a customer-first culture and support continuous improvement initiatives across the business

Job description

Onecom is seeking a Customer Resolutions Advisor to manage complaints from first contact to final resolution, driving fair, timely outcomes and improvements to the customer experience. This is an office-based role in Whiteley, Hampshire within the Operations team.

Ideal candidates will have strong investigation skills, the ability to influence stakeholders, and a proactive approach to preventing recurrence. Responsibilities span cross-functional liaison and escalation management.