Customer Resolutions Specialist: Complaints & Investigations

Lanes Group; Coleshill CP; On-site; GBP 22,000 - 32,000; Full time

Job summary

Lanes Group Ltd in the United Kingdom is seeking a Customer Resolutions Team member to join the Key Accounts function. You will investigate and resolve complaints for customers across the depot network, liaising by email and telephone to ensure high-quality service and consistent outcomes.

You will log cases, analyse issues, and collaborate with Regional and Depot Managers to uphold policies, deliver effective resolutions, and strengthen strategic customer relationships.

Qualifications

• Strong written and verbal communication skills are essential for clear, professional customer interactions.
• Ability to collaborate across internal teams to resolve issues and improve service.
• Calm, objective, and resilient approach when handling complaints with customers.
• Meticulous record keeping to maintain an audit trail of communications, investigations and outcomes.

Responsibilities

• Dealing with complaints across all depot networks.
• Liaising with customers via email and telephone.
• Logging calls and complaints on our internal system.
• Investigating the complaints to make correct responses and decisions.
• Building and maintaining relationships with Regional and Depot Managers.
• Ensuring internal policies and procedures are followed.

Skills

Strong written communication

Exceptional verbal communication

Collaborative cross-functional

Calm under pressure

Meticulous record keeping

Job description

Lanes Group Ltd in the United Kingdom is seeking a Customer Resolutions Team member to join the Key Accounts function. You will investigate and resolve complaints for customers across the depot network, liaising by email and telephone to ensure high-quality service and consistent outcomes.

You will log cases, analyse issues, and collaborate with Regional and Depot Managers to uphold policies, deliver effective resolutions, and strengthen strategic customer relationships.