Hybrid Customer Resolution Specialist - 33 Days Holiday

Lithia UK Head Office; East Midlands; Hybrid; GBP 27,000 - 33,000; Full time

Benefits offered by this job

Hybrid working

33 days holiday including bank

Pension

Life assurance

Employee discounts

Job summary

Lithia UK Head Office is hiring a Customer Resolution Executive to join our hybrid team in Annesley, Nottingham, working at the head office once per week. The role offers a basic salary up to £30,000 with pension, life assurance and 33 days holiday.

You will manage customer cases through review to resolution, coordinating with stores and groups to deliver fair outcomes and protect our brand. Strong written/verbal communication and multitasking are essential.

Qualifications

• Previous experience in a customer service, complaints or case-handling environment.
• Excellent written communication for clear, professional responses.
• Strong verbal communication and confidence with challenging conversations.
• Strong attention to detail to review and interpret case information.
• Ability to manage competing priorities and high volumes of cases.
• Confidence engaging with colleagues and stakeholders across the business.
• Professional, calm and considered approach for difficult situations.
• Sound judgement to recognise when escalation is needed.
• Comfort with using business systems and digital case-management tools.
• Customer-first mindset with commitment to fair resolutions.

Responsibilities

• Manage and prioritise customer cases received through Group service channels, ensuring timely responses.
• Take ownership of customer complaints through to resolution.
• Review case information, maintain accurate records and flag escalation needs.
• Draft clear, balanced customer-focused responses, including sensitive situations.
• Support stores with escalated complaints, ADR referrals and data-related issues.
• Engage with customers, Heads of Business and operational leaders to gather information and resolve cases.
• Support goodwill decisions within Group parameters and escalation thresholds.
• Monitor escalated online reviews and protect brand reputation.
• Identify recurring issues and trends to improve the customer experience.
• Provide guidance to stores to ensure consistent complaint handling.

Skills

Customer service

Written communication

Verbal communication

Attention to detail

Case management

Prioritisation

Escalation handling

Digital tools

Job description

Lithia UK Head Office is hiring a Customer Resolution Executive to join our hybrid team in Annesley, Nottingham, working at the head office once per week. The role offers a basic salary up to £30,000 with pension, life assurance and 33 days holiday.

You will manage customer cases through review to resolution, coordinating with stores and groups to deliver fair outcomes and protect our brand. Strong written/verbal communication and multitasking are essential.