Regulated Benefits Resolutions Specialist

Perkbox; Sheffield; On-site; GBP 28,000 - 45,000; Full time

Job summary

Perkbox is seeking a Customer Resolutions Advisor to be the escalation point for complex, regulated customer queries. You will own tickets from start to resolution, liaise with third-party suppliers, and apply product and compliance knowledge to deliver fair outcomes, especially for salary sacrifice schemes.

You will manage regulated conversations, document interactions, and support vulnerable customers while meeting KPIs and regulatory requirements.

Qualifications

• A genuine passion for delivering outstanding customer experiences, even when it's complicated.
• Excellent written and verbal communication skills, including the ability to explain regulated topics clearly and accessibly.
• Strong problem-solving ability and sound judgement when handling sensitive or escalated cases.
• Empathy, patience, and professionalism – particularly when supporting customers in vulnerable situations.
• A solid understanding of, or real willingness to learn, regulated benefit schemes such as salary sacrifice.
• The ability to consistently meet KPIs while maintaining quality and compliance.
• Experience in a 2nd line, escalations, or complaints handling role.
• Knowledge of salary sacrifice schemes, regulated consumer products, or financial services.
• Experience liaising with third-party suppliers or partners to resolve customer issues.

Responsibilities

• Own escalated customer tickets through to resolution, maintaining professionalism even in the trickiest of situations.
• Handle complaints in line with company policy and regulatory requirements, ensuring customers are treated fairly and outcomes are communicated clearly.
• Liaise with third-party suppliers to investigate and resolve disputes, fulfilment issues, and outstanding queries.
• Recognise and appropriately support vulnerable customers, escalating where needed.
• Confidently guide customers through regulated product conversations, recommending the right next steps.
• Document all regulated interactions accurately and in line with compliance standards.
• Contribute to a culture of continuous improvement, sharing insights from complex cases and providing feedback on AI agent resolutions.
• Meet agreed KPIs including complaint resolution times, CSAT, and regulatory compliance metrics.
• Work shift patterns between 8am and 6pm Monday to Friday, with rotational weekend shifts between 8am and 2pm.

Skills

Customer experience

Communication

Problem solving

Empathy

Regulated benefits

Salary sacrifice

FCA regulations

Intercom

Zendesk

Vulnerable customers

Tools

Intercom

Zendesk

Job description

Perkbox is seeking a Customer Resolutions Advisor to be the escalation point for complex, regulated customer queries. You will own tickets from start to resolution, liaise with third-party suppliers, and apply product and compliance knowledge to deliver fair outcomes, especially for salary sacrifice schemes.

You will manage regulated conversations, document interactions, and support vulnerable customers while meeting KPIs and regulatory requirements.