Customer Resolutions Specialist (On-site)

Onecom; Fareham; On-site; GBP 16,000 - 27,000; Full time

Benefits offered by this job

Holidays: 25 days + BH

Birthday day off

Pension 9%

Life assurance 4x salary

Employee awards

Tech discounts

All-expenses-paid events

In-House Training Academy

Mental health support

Job summary

Onecom is a leading UK B2B telecoms and IT managed services provider, delivering Mobile, Connectivity and UCaaS, CCaaS, Cyber Security, IoT and Halo across UK organisations.

As our Customer Resolutions Advisor, you will manage customer complaints from initial contact through to final resolution, ensuring a professional, fair and timely outcome while supporting continuous improvements to 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.
• A proactive approach to identifying improvements and preventing complaint reoccurrence.
• Confidence working under pressure and managing multiple priorities.

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.

Skills

Phone-based service

Investigation

Problem-solving

Communication

Stakeholder influence

Organisation

Process improvement

Pressure management

Job description

Onecom is a leading UK B2B telecoms and IT managed services provider, delivering Mobile, Connectivity and UCaaS, CCaaS, Cyber Security, IoT and Halo across UK organisations.

As our Customer Resolutions Advisor, you will manage customer complaints from initial contact through to final resolution, ensuring a professional, fair and timely outcome while supporting continuous improvements to the customer experience.