Resolution & Customer Care Specialist

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

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.