Resolutions Specialist

CTDI; Wellingborough; Presencial; GBP 26 000 - 38 000; Tempo integral

Resumo da oferta

CTDI UK in Wellingborough is seeking an experienced Resolution Specialist to join our growing customer support team. You will take ownership of high-level cases, guide frontline advisors, and drive fair, efficient resolutions within company policy.

Based at our new site, you will collaborate with Head Office and senior management, maintain accurate case records, and contribute to continuous improvements in customer service processes to enhance overall customer satisfaction.

Qualificações

• Manage and resolve high-level customer escalations and complex complaints.
• Provide support and guidance to frontline customer service teams.
• Assess customer claims and determine appropriate resolutions.
• Organise product exchanges, settlements, and goodwill gestures where appropriate.

Responsabilidades

• Liaise with Head Office and senior management on escalated cases.
• Maintain accurate records and case documentation.
• Perform data entry and administrative tasks with a high degree of accuracy.
• Investigate customer concerns and identify appropriate outcomes.
• Contribute to continuous improvements in customer support processes.

Conhecimentos

Customer escalation

Team guidance

Data entry

Documentation

Policy compliance

Descrição da oferta de emprego

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• Location Unit 1, Indurent Park, Bulrush Close,Finedon,Wellingborough, NN8 4FU,United Kingdom
• Job Category Customer Service, Data Processing, Complaint Resolution
• Employee Type Permanent (F/T)

Description

We are seeking an experienced and professional Resolution Specialist to join our team in Wellingborough. This is a specialist customer support role focused primarily on resolving complex customer cases and supporting frontline customer service teams. Rather than acting as a first point of contact, you will provide expert guidance and support to customer service advisors, taking ownership of high-level escalations, customer claims, exchanges, settlements, and complex complaint resolution. You will work closely with Head Office and senior management to ensure cases are handled fairly, efficiently, and in line with company policies.

Requirements

• Manage and resolve high-level customer escalations and complex complaints.
• Provide support and guidance to frontline customer service teams.
• Assess customer claims and determine appropriate resolutions.
• Organise product exchanges, settlements, and goodwill gestures where appropriate.
• Liaise with Head Office departments and senior management on escalated cases.
• Maintain accurate records and case documentation.
• Perform data entry and administrative tasks with a high degree of accuracy.
• Investigate customer concerns and identify appropriate outcomes.
• Ensure all resolutions comply with company policies and procedures.
• Contribute to continuous improvements in customer support processes.

Summary

At CTDI, you'll join a supportive and innovative team that truly values your contributions. Our new site in Wellingborough offers an exciting opportunity to work in an environment that appreciates your input and encourages collaboration.

As an equal opportunities employer, CTDI is committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership. We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join CTDI .