Resolution Coordinator

Speedy Hire Plc.; St Helens; On-site; GBP 24,000 - 32,000; Full time

Benefits offered by this job

Competitive salary

26 days annual leave

Life assurance

Pension scheme

Employee assistance programme

Discount platform

Job summary

Speedy Hire is seeking a Resolution Coordinator for the Haydock site. You will manage customer queries, complaints and service issues, driving fair, timely resolutions while maintaining high service standards.

You’ll work with customers, colleagues and operational teams to investigate concerns, gather information and provide practical solutions. The role suits problem-solvers with strong communication skills in a busy, customer-focused environment.

Qualifications

• Previous experience in customer service, complaints handling or similar role.
• Excellent communication skills, both written and verbal.
• Strong problem-solving skills with the ability to investigate issues.
• Calm, professional and confident approach when dealing with challenging situations.
• Excellent organisational skills and attention to detail.
• Ability to manage multiple cases and prioritise workloads effectively.
• Good IT skills and confidence using customer management systems.
• A proactive, positive and customer-focused attitude.

Responsibilities

• Managing and resolving customer queries, complaints and service-related issues in a timely and professional manner.
• Acting as a key point of contact for customers requiring additional support or assistance.
• Investigating customer concerns, gathering relevant information and identifying appropriate solutions.
• Working closely with depots, Hire Controllers, operational teams and other departments to resolve issues.
• Taking ownership of customer cases from initial enquiry through to resolution.
• Maintaining accurate records of customer interactions, complaints and resolutions.
• Ensuring customers are kept informed throughout the resolution process.
• Identifying recurring issues and highlighting opportunities to improve processes and customer experience.
• Supporting the management of escalated customer concerns, ensuring a fair and consistent approach.
• Working towards agreed service levels, response times and performance targets.
• Ensuring all activities are completed in line with company policies and procedures.

Skills

Customer service

Complaint handling

Communication skills

Problem solving

Organisational skills

Case management

IT skills

Independent work

Tools

CRM software

Job description

Resolution Coordinator – Haydock

Location: Haydock, Merseyside

Working Hours: 37.5 hours per week, Monday to Friday

Contract: Permanent, Full Time

About Speedy Hire

Speedy Hire is the UK's leading provider of tools, specialist equipment and support services, with a reputation for delivering exceptional customer service.

At Speedy, we're proud of our people and the difference they make every day. Whether supporting customers, working with colleagues or finding solutions to challenges, our teams are at the heart of everything we do.

The Role

We have an exciting opportunity for a Resolution Coordinator to join our busy team based in Haydock.

As a Resolution Coordinator, you'll play an important role in ensuring customer queries, complaints and service issues are managed effectively, delivering fair and timely resolutions while maintaining the high standards of customer service we're known for.

You'll work closely with customers, colleagues and operational teams across the business to investigate concerns, identify solutions and ensure issues are resolved professionally and efficiently.

This is a fantastic opportunity for someone who enjoys problem-solving, has excellent communication skills and thrives in a busy, customer-focused environment.

What You'll Be Doing

• Managing and resolving customer queries, complaints and service-related issues in a timely and professional manner.
• Acting as a key point of contact for customers requiring additional support or assistance.
• Investigating customer concerns, gathering relevant information and identifying appropriate solutions.
• Working closely with depots, Hire Controllers, operational teams and other departments to resolve issues.
• Taking ownership of customer cases from initial enquiry through to resolution.
• Maintaining accurate records of customer interactions, complaints and resolutions.
• Ensuring customers are kept informed throughout the resolution process.
• Identifying recurring issues and highlighting opportunities to improve processes and customer experience.
• Supporting the management of escalated customer concerns, ensuring a fair and consistent approach.
• Working towards agreed service levels, response times and performance targets.
• Ensuring all activities are completed in line with company policies and procedures.

What We're Looking For Someone Who Has

• Previous experience in customer service, complaints handling, customer resolutions or a similar role.
• Excellent communication skills, both written and verbal.
• Strong problem-solving skills with the ability to investigate issues and identify practical solutions.
• A calm, professional and confident approach when dealing with challenging situations.
• Excellent organisational skills and attention to detail.
• The ability to manage multiple cases and prioritise workloads effectively.
• Good IT skills and confidence using customer management systems.
• A proactive, positive and customer-focused attitude.
• The ability to work independently while building strong relationships with colleagues across the business.

Experience within the plant, tool or equipment hire industry would be beneficial, but isn't essential. We're just as interested in your customer service experience, ability to resolve problems and commitment to delivering a positive customer experience.

What We Offer

At Speedy Hire, we believe our people are our biggest asset, and we're committed to supporting your development and rewarding your contribution.

Our Benefits Include

• Competitive salary
• 26 days' annual leave plus bank holidays
• Life assurance
• Pension scheme
• Employee assistance programme
• Access to our employee benefits and discount platform
• Training, development and career progression opportunities
• A supportive team environment where your contribution is valued

Speedy Hire is an equal opportunities employer. We're committed to creating an inclusive workplace where everyone feels valued, respected and able to succeed.

Applicants must have the right to work in the UK. Unfortunately, we are unable to offer visa sponsorship for this role.