Hybrid B2B Client Resolution Lead

R13 Recruitment; Norwich; Hybrid; GBP 30,000 - 36,000; Full time

Benefits offered by this job

Birthday off

Pension scheme

Wellbeing support

Recognition and incentive schemes

Training and development

Free parking

Job summary

R13 Recruitment are seeking a Resolution Manager to join their Norwich city centre offices. This role combines complaint investigations with ongoing client relationship management, taking ownership of customer concerns and delivering fair resolutions, while supporting client retention and account growth.

You will work Monday to Friday with hybrid working after six months (three days in the office, two from home).

Qualifications

• Experience managing B2B complaints and investigations.
• Excellent written and verbal communication.
• Calm, fair and considered approach to resolving issues.
• Strong attention to detail and sound judgement.
• Ability to manage competing priorities and detailed cases.

Responsibilities

• Manage B2B client complaints and investigations through to resolution.
• Gather information from internal teams to understand issues.
• Review contracts, findings and supporting docs.
• Prepare clear responses and explain outcomes to clients.
• Identify root causes and suggest improvements to prevent repeats.
• Monitor complaint trends and prepare internal reports.
• Manage a portfolio of clients and build lasting relationships.
• Handle customer queries and account changes.
• Proactively engage with clients to strengthen retention and satisfaction.
• Use data and AI tools to prioritise contact and identify risks.
• Recognise opportunities to upsell products and services.
• Collaborate across the business to improve customer outcomes.

Skills

Complaints handling

Investigations

Client relationship mgmt

Communication skills

Attention to detail

AI tools awareness

Tools

CRM systems

AI platforms

Job description

R13 Recruitment are seeking a Resolution Manager to join their Norwich city centre offices. This role combines complaint investigations with ongoing client relationship management, taking ownership of customer concerns and delivering fair resolutions, while supporting client retention and account growth.

You will work Monday to Friday with hybrid working after six months (three days in the office, two from home).