Customer Success & Resolution Specialist

Story Terrace Inc.; Royal Borough of Greenwich; Hybrid; GBP 24,000 - 30,000; Full time

Benefits offered by this job

25 days holiday

Pension: 4% employer, 4% employee

Private medical insurance

Job summary

StoryTerrace is seeking a hands-on customer service professional to resolve complaints and provide operational support within our Customer & Editorial Operations team.

In this role you will handle formal complaints, track patterns, respond to queries via email and phone, and collaborate with Finance on overdue invoices. The position is hybrid with at least one office day weekly in Aldgate, London.

Qualifications

• You’ve handled complaints or difficult conversations over phone and writing.
• Strong, warm communication, adapting tone for upset or confused customers.
• Comfortable discussing money and chasing overdue invoices politely but firmly.

Responsibilities

• Take over formal complaints from Project Managers and see them through to resolution: listen with empathy, fix what you can, and elevate to management when you can’t.
• Track every formal complaint, spot patterns and suggest changes that stop problems recurring.
• Answer customer queries across our brands, clearly and quickly by email and phone.
• Follow up on overdue payments and outstanding invoices, and run weekly extension-fee checks with Finance.
• Keep an eye on customer reviews across platforms and respond on behalf of the brand.

Skills

Complaint handling

Customer service

Empathetic communication

Multitasking

Tools

G-Suite

Hubspot

Claude

Job description

StoryTerrace is seeking a hands-on customer service professional to resolve complaints and provide operational support within our Customer & Editorial Operations team.

In this role you will handle formal complaints, track patterns, respond to queries via email and phone, and collaborate with Finance on overdue invoices. The position is hybrid with at least one office day weekly in Aldgate, London.