Resolution Coordinator

Speedy Hire; St Helens; On-site; GBP 22,000 - 30,000; Full time

Benefits offered by this job

26 days holiday

Pension scheme

Life assurance

Health Cash Plan

Employee Assistance Programme

Discounts

Green Commute Initiative

Canteen facilities

Job summary

Speedy Hire is seeking a Dispute Resolution Co-ordinator in Haydock to deliver positive, professional outcomes on account queries and disputes. You will own customer enquiries from start to finish, communicating by telephone and email while collaborating with colleagues across the Speedy network to resolve issues promptly and fairly.

This varied role requires managing multiple cases, updating records accurately, and identifying opportunities to improve processes and the customer experience.

Qualifications

• Strong communication skills both written and verbal.
• Ability to build rapport across channels.
• Strong organisational skills and prioritisation.
• Confidence to use initiative and make decisions.
• Team player with a positive attitude.
• Attention to detail and problem-solving.

Responsibilities

• Manage customer disputes and enquiries from initial contact through to resolution.
• Build positive relationships with customers through excellent communication and service.
• Investigate account queries by working with internal teams across the business.
• Provide regular updates to customers and manage expectations throughout the resolution process.
• Maintain accurate records and ensure information is updated in company systems.
• Identify trends and opportunities to improve processes and the customer experience.
• Support the wider team to achieve departmental objectives and service standards.

Skills

Communication skills

Customer service

Organisation

IT skills

Tools

Microsoft Office

CRM systems

Job description

Dispute Resolution Co-ordinator

Location: Haydock

Working Hours: 37.5 hours per week, Monday to Friday

Join Speedy – the UK's leading hire provider

At Speedy, we're proud to be the UK's leading hire provider, offering the widest range of tools, specialist equipment, plant and support services to customers across construction, infrastructure, industrial and commercial sectors. Our success is built on the expertise and commitment of our people, and we're looking for someone who shares our passion for delivering outstanding customer service.

If you enjoy solving problems, building strong relationships and making a real difference to the customer experience, we'd love to hear from you.

About The Role

As a Dispute Resolution Co-ordinator, you'll play a key role in ensuring our customers receive a positive and professional experience when resolving account queries and disputes.

Acting as the main point of contact, you'll take ownership of customer enquiries from start to finish, communicating via telephone and email while working closely with colleagues across the Speedy network to investigate issues and deliver timely, fair and effective resolutions.

This is a varied role where no two days are the same. You'll manage multiple cases simultaneously, liaise with internal departments, keep customers updated throughout the process and help identify opportunities to improve both service and internal processes.

What you'll be doing

• Managing customer disputes and enquiries from initial contact through to resolution.
• Building positive relationships with customers through excellent communication and service.
• Investigating account queries by working collaboratively with internal teams across the business.
• Providing regular updates to customers and ensuring expectations are managed throughout the resolution process.
• Maintaining accurate records and ensuring all information is updated within company systems.
• Identifying trends and opportunities to improve processes and the customer experience.
• Supporting the wider team to achieve departmental objectives and service standards.
• Contributing to the delivery of Speedy's ESG Strategy – Decade to Deliver.

About You

You'll be someone who enjoys working with people, thrives in a fast-paced environment and takes pride in delivering excellent customer service.

You'll Have

• A genuine passion for delivering outstanding customer service.
• Excellent communication skills, both written and verbal.
• The ability to build rapport and maintain positive relationships across multiple communication channels.
• Strong organisational skills with the ability to manage competing priorities.
• Confidence to use your initiative and make informed decisions.
• A collaborative approach and desire to contribute to a positive team culture.
• Strong attention to detail and problem-solving skills.
• Good IT skills and confidence using Microsoft Office and business systems.
• A commitment to continuous learning and personal development.

Full training and development

At Speedy, we want you to succeed. That's why we'll provide everything you need to build your confidence and develop your career.

From day one, you'll benefit from comprehensive on-the-job training, supported by dedicated product and systems training teams. We believe in investing in our people and offer tailored learning and development opportunities to help you reach your full potential.

Many of our colleagues have progressed into new roles across the business, and through our Career Line of Sight, you'll have a clear understanding of the opportunities available to develop and progress your career within the Speedy Group.

What we offer

• 26 days holiday plus bank holidays.
• Company pension scheme.
• Life assurance.
• Voluntary Health Cash Plan.
• Employee Assistance Programme (PAM), providing free and confidential support for wellbeing, financial, legal and personal matters.
• 95% colleague discount across the Speedy brand.
• My Staff Shop – discounts and offers with hundreds of retailers.
• Green Commute Initiative and Cycle to Work Scheme.
• Canteen facilities.
• Ongoing training, development and career progression opportunities.

We're also proud to support colleague wellbeing through our industry-leading Work Life Balance initiative. Wherever operationally possible, we offer flexible working options to help achieve a healthy balance between work and home life.

Our commitment to inclusion

At Speedy, we're committed to creating an inclusive workplace where everyone feels respected, valued and able to be themselves. We welcome applications from people of all backgrounds and experiences because we know diversity strengthens our business.

Please note that some roles within the Speedy GroupUK&I may require a DBS, credit or security clearance check. All offers of employment are subject to satisfactory pre-employment checks, including proof of the right to work in the UK before employment commences.

We may close this vacancy early if we receive a high volume of applications, so we encourage you to apply as soon as possible.

Find out more about our ESG commitments and governance here:

https://www.speedyservices.com/esg/governance