Resolutions Specialist

ACS Staffing Solutions; Rushden; Vor Ort; GBP 28.000 - 31.000; Vollzeit

Benefits dieser Stelle

Permanent contract

Full-time role

International business environment

Modern working environment

Supportive and collaborative team

Zusammenfassung

ACS Staffing Solutions is recruiting a Resolutions Specialist in Wellingborough for its customer support operation. This is a permanent, full-time role handling escalated complaints with ownership, investigation, and fair outcomes.

You will work closely with head office and senior management to ensure consistent, compliant resolutions and maintain accurate case records. Strong judgment and customer-focused attitude are essential.

Qualifikationen

• Previous experience in handling complex customer issues or escalations.
• Ability to investigate, judge and determine appropriate resolutions.
• Excellent communication and interpersonal skills to manage challenging situations.
• Strong attention to detail and accurate administration.

Aufgaben

• Manage and resolve complex customer complaints and escalated cases.
• Act as a key support point for frontline advisors.
• Investigate concerns, assess claims and determine resolutions.
• Coordinate exchanges, settlements and goodwill gestures where appropriate.
• Liaise with Head Office and senior management to agree outcomes.

Kenntnisse

Customer resolutions

Complaints handling

Investigation

Communication

Attention to detail

Organisational skills

Jobbeschreibung

Resolutions Specialist

Wellingborough

Hours - Monday to Friday full time

Salary - £28,000-£30,500 DOE

Experienced in handling complex customer issues? Know how to turn difficult situations into positive outcomes?

We are working on behalf of an established and growing international business to recruit a Resolutions Specialist to join its customer support operation at its Wellingborough site.

This is an excellent opportunity for an experienced customer service or complaints professional who enjoys investigating complex cases, finding practical solutions and delivering positive customer outcomes.

Importantly, this is not a traditional first-line customer service role. You will act as a specialist point of support for frontline customer service teams, taking ownership of escalated complaints, customer claims and more challenging cases that require investigation, judgement and a considered approach.

Working closely with colleagues across the business, including Head Office and senior management, you will ensure customer issues are resolved fairly, efficiently and in line with company policies and procedures.

THE ROLE

• Managing and resolving complex customer complaints and escalated cases.
• Acting as a key point of support and guidance for frontline customer service advisors.
• Investigating customer concerns, assessing claims and determining appropriate resolutions.
• Coordinating product exchanges, settlements and goodwill gestures where appropriate.
• Liaising with Head Office departments and senior management to agree outcomes on more challenging cases.
• Ensuring all resolutions are fair, consistent and compliant with company policies and procedures.
• Maintaining accurate case records, correspondence and supporting documentation.
• Completing relevant administration and data entry with a high level of accuracy.
• Identifying recurring issues and contributing ideas to improve customer service processes and resolution practices.

ABOUT YOU

• Previous experience in a customer resolutions, complaints handling, escalations or customer service environment.
• Confidence investigating complex customer issues and identifying appropriate solutions.
• Excellent communication and interpersonal skills, with the ability to deal professionally with challenging situations.
• Strong judgement and decision-making skills, with the ability to balance customer expectations against business policies and procedures.
• The confidence to support and guide colleagues and frontline customer service teams.
• Excellent attention to detail and accurate administration skills.
• Strong organisational skills and the ability to manage multiple cases and competing priorities.
• A calm, approachable and solutions-focused attitude.
• Experience handling customer claims, product exchanges, refunds, settlements or goodwill arrangements would be particularly advantageous.

WHAT'S ON OFFER?

• Salary of £28,000 - £30,500, depending on experience.
• Permanent, full-time employment.
• Opportunity to join an established international business.
• Modern working environment
• Supportive and collaborative team environment.
• The opportunity to make a real difference to customer experience and service quality.

All applications will be treated in the strictest confidence