Resolution Specialist — Calm, Proactive Call Centre

Confidential; Walsall; On-site; GBP 23,000 - 25,000; Full time

Benefits offered by this job

Uncapped bonus

Job summary

Confidential in the United Kingdom is seeking a Resolution Specialist to support members during breakdown crises. You will be the calm, capable voice, quickly assessing each situation, coordinating remote fixes or arranging assistance, and guiding customers to a safe resolution.

The role is office-based at our Bescot Headquarters, 35 hours per week, with a 6am–12am flexible shift pattern and a starting rate of £12.71 per hour plus an uncapped bonus.

Qualifications

• Experience delivering standout customer service under pressure.
• Ability to build trust quickly and communicate clearly.
• Strong problem-solving and sound judgement under pressure.
• Confident using multiple systems and handling information accurately.

Responsibilities

• Taking ownership of breakdown calls and assessing customer situation.
• Identifying best solution, from remote fixes to arranging assistance.
• Managing the situation end-to-end from first call to resolution.
• Providing proactive updates to keep members informed.

Skills

Customer service

Calm under pressure

Communication

Problem solving

Multi-system usage

Tools

CRM systems

Job description

Confidential in the United Kingdom is seeking a Resolution Specialist to support members during breakdown crises. You will be the calm, capable voice, quickly assessing each situation, coordinating remote fixes or arranging assistance, and guiding customers to a safe resolution.

The role is office-based at our Bescot Headquarters, 35 hours per week, with a 6am–12am flexible shift pattern and a starting rate of £12.71 per hour plus an uncapped bonus.