Lead Resolution Officer

Marston Holdings; East Rounton; On-site; GBP 30,000 - 38,000; Full time

Benefits offered by this job

25 days annual leave

Bonus

Car allowance

Training and development

Pension scheme

Death in service

Job summary

Marston Holdings is seeking a dedicated Resolution Officer to lead field operations in Yorkshire. You will oversee induction, training, and coaching for field agents, ensuring adherence to targets and quality standards.

You will work with regional managers to drive performance, conduct audits, and maintain fair customer treatment and security compliance within company policies.

Qualifications

• Previous experience in a similar role.
• Ability to interact with people from diverse backgrounds.
• Knowledge of field visit processes and performance management.

Responsibilities

• Deliver induction and field training for new agents.
• Collaborate with Regional Managers to meet targets.
• Coach agents to achieve outstanding results.
• Conduct audits and side-by-side visits for quality and compliance.
• Promote fair customer treatment and maintain security standards.

Skills

Communication skills

Target-driven

Field visit processes

Driving licence

Job description

Location: Yorkshire and the Humber Engage Services Ltd is part of the Marston Holdings Limited group of companies and works on behalf of many major household names from the utilities sector.

We reconnect thousands of customers every week, providing a vital service that ensures our clients treat their customers fairly. We are seeking a dedicated Resolution Officer to join our team and make a significant impact in the Yorkshire area.

As a Lead Resolution Officer, you will play a pivotal role in empowering our Field Agents to excel.

Key Responsibilities

• Deliver impactful induction and field training for new agents.
• Collaborate with Regional Managers to ensure performance meets targets.
• Coach and develop agents to achieve outstanding results.
• Conduct audits and side‑by‑side visits to ensure quality and compliance.
• Promote fair customer treatment and maintain security standards.
• Proactively work towards all targets set by the company.
• Communicate effectively and professionally with all customers and clients.
• Work within the policies, procedures, aims, objectives, and philosophy of the company.

What You Will Need

• Previous experience in a similar role.
• Ability to interact and communicate effectively and professionally with different people from varying backgrounds and situations.
• Knowledge of field visit processes and performance management.
• Proactive approach towards achieving set targets.
• Full UK Driving Licence

In return for your hard work you will receive

• 25 days annual leave plus bank holidays
• Competitive salary
• Bonus and car allowance
• Training and Development
• Pension scheme
• Death in service

Here at Marston Holdings everyone is welcome. We have an inclusive workforce that offers employment opportunities whoever you are, wherever you work and whatever you do. We are also bronze award holders of the Armed Forces Covenant and actively encourage applications from Armed Forces personnel, veterans and reservists.

New starters will be subject to clearance through the Disclosure and Barring Service and a County Court Judgment check. In addition, the post holder is expected to keep the Company updated if their personal circumstances change.