Senior Customer Resolution & CRM Lead

The Chris Lewis Group; Oxford; On-site; GBP 45,000 - 60,000; Full time

Job summary

The Chris Lewis Group is seeking a senior customer resolution professional to own and resolve complex complaints, from initial investigation through to final resolution. You will actively engage customers by phone, manage CRM records in HubSpot, and coordinate actions across service, engineering and projects to ensure timely completion.

You will lead by example, maintain high CRM standards, and leverage AI/tools where appropriate to improve case preparation and summaries.

Qualifications

• Proven experience personally managing complex customer complaints from start to finish.
• Ability to handle difficult and emotive conversations over the phone.
• Strong track record using a CRM to manage complaints, actions and follow-ups.
• Excellent CRM discipline: clear records, ownership and dates.

Responsibilities

• Own and resolve difficult customer complaints by phone and email from investigation to resolution.
• Proactively contact customers to resolve issues more effectively.
• Support Customer Service phone operations during busy periods.
• Maintain HubSpot complaint pipelines with clear ownership and next steps.
• Coordinate actions across Customer Service, Engineering and Projects.

Skills

Customer resolution

CRM usage

Phone communication

Cross-team coordination

Problem solving

Tools

HubSpot

Uptick

Job description

The Chris Lewis Group is seeking a senior customer resolution professional to own and resolve complex complaints, from initial investigation through to final resolution. You will actively engage customers by phone, manage CRM records in HubSpot, and coordinate actions across service, engineering and projects to ensure timely completion.

You will lead by example, maintain high CRM standards, and leverage AI/tools where appropriate to improve case preparation and summaries.