Customer Resolutions Specialist

Lanes Group; Vale of White Horse; On-site; GBP 22,000 - 28,000; Full time

Job summary

Lanes Group Ltd is seeking a Customer Resolutions team member to investigate and resolve complaints across the depot network. You will join the Customer Umbrella and contribute to high quality service delivery for customers and clients.

You will log, track and investigate issues, maintaining professionalism and a positive attitude while liaising with stakeholders across the business to ensure timely resolution and adherence to company policies.

Qualifications

• Strong written and verbal communication skills are essential.
• Proven ability to work collaboratively across internal teams.
• Calm, objective, and resilient when dealing with complainants.
• Meticulous logging of communications, investigation findings, evidence, and outcomes for robust audit trails.

Responsibilities

• Dealing with complaints across the depot network.
• Liaising with customers via email and telephone.
• Logging calls and complaints on the internal system.
• Investigating complaints to determine correct response/decision.
• Building and maintaining relationships with Regional and Depot Managers.
• Ensuring all internal policies and procedures are followed.

Skills

Strong written communication

Exceptional verbal communication

Cross-functional collaboration

Calm under pressure

Meticulous record keeping

Job description

Lanes Group Ltd is seeking a Customer Resolutions team member to investigate and resolve complaints across the depot network. You will join the Customer Umbrella and contribute to high quality service delivery for customers and clients.

You will log, track and investigate issues, maintaining professionalism and a positive attitude while liaising with stakeholders across the business to ensure timely resolution and adherence to company policies.