Regulated Customer Resolutions Specialist (Hybrid, 6m FTC)

Vivup; Greater London; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

Perkbox is the employee experience platform built to care for, connect with, and celebrate employees in all areas of life. With more than 20 years of experience across public, private, SME and corporate sectors, we support nearly 4 million employees across 7,500 organisations in the UK and Australia.

As our Customer Resolutions Advisor, you’ll be the escalation point for complex, regulated customer queries.

Qualifications

• Excellent written and verbal communication skills.
• Strong problem-solving ability and sound judgement when handling sensitive or escalated cases.
• Empathy, patience, and professionalism – particularly when supporting customers in vulnerable situations.
• Ability to consistently meet KPIs while maintaining quality and compliance.

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.

Skills

Excellent written and verbal iletişim

Tools

Intercom

Zendesk

Job description

Perkbox is the employee experience platform built to care for, connect with, and celebrate employees in all areas of life. With more than 20 years of experience across public, private, SME and corporate sectors, we support nearly 4 million employees across 7,500 organisations in the UK and Australia.

As our Customer Resolutions Advisor, you’ll be the escalation point for complex, regulated customer queries.