Senior Resolution Officer

Marston Holdings Limited; South Yorkshire; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

25 days annual leave plus bank hols

Competitive salary

Bonus and car allowance

Training and Development

Pension scheme

Death in service

Job summary

Engage Services Ltd, part of the Marston Holdings group, is seeking a Senior Resolution Officer to support Field Operations. You will train, coach and develop Field Agents to meet client standards, with regular travel across regions. The role offers a 40-hour week and a £2,500 annual vehicle allowance or a company van for business use.

You will work with Regional Managers to improve performance, monitor activities and ensure compliance, while supporting colleagues to reach their full potential.

Qualifications

• Experience in training and coaching
• Strong communication and interpersonal skills
• Proactive, self-starting attitude
• Good understanding of field-based processes
• Ability to influence and build strong working relationships
• Basic IT skills (Word, Excel, PowerPoint)
• Experience delivering training programmes
• Proven ability to drive performance improvements

Responsibilities

• Support the induction and training of new Field Agents
• Coach and develop staff to meet performance standards and targets
• Carry out field audits and side-by-side visits
• Monitor performance and provide feedback and development plans
• Ensure all field activities follow company procedures and compliance standards
• Work closely with Regional Managers to improve team performance
• Support both new starters and existing staff to achieve their full potential

Skills

Training & coaching

Communication

Proactive attitude

Field-based processes

Influence & relationships

Travel willingness

Delivering training programmes

Performance improvements

Tools

Word

Excel

PowerPoint

Job description

Location: Yorkshire and the Humber Engage Services Ltd is part of the Marston Holdings Limited group of companies and works on behalf of many major household names from the utilities sector.

Location: Yorkshire and the Humber Engage Services Ltd is part of the Marston Holdings Limited group of companies and works on behalf of many major household names from the utilities sector.
We reconnect thousands of customers every week, providing a vital service that ensures our clients treat their customers fairly.
We are looking for a motivated and proactive Senior Resolution Officer to support our Field Operations team. This role focuses on training, coaching, and developing Field Agents to ensure they meet client expectations and deliver high-quality service.
This is a full-time role (40 hours per week) that involves regular travel, high mileage, and occasional overnight hotel stays. To support this, we offer either a £2,500 annual vehicle allowance or a company van, strictly for business use.

Key Responsibilities:

• Support the induction and training of new Field Agents
• Coach and develop staff to meet performance standards and targets
• Carry out field audits and side-by-side visits
• Monitor performance and provide feedback and development plans
• Ensure all field activities follow company procedures and compliance standards
• Work closely with Regional Managers to improve team performance
• Support both new starters and existing staff to achieve their full potential

What We're Looking For:

• Experience in training and coaching
• Strong communication and interpersonal skills
• A proactive, self-starting attitude
• Good understanding of field-based processes
• Ability to influence and build strong working relationships
• Basic IT skills (Word, Excel, PowerPoint)
• Experience delivering training programmes
• Proven ability to drive performance improvements

In return for your hard work you will receive:

• 25 days annual leave plus bank holidays
• Competitive salary
• Bonus and car allowance
• Training and Development
• Pension scheme
• Death in service

Here at Marston Holdings everyone is welcome. We have an inclusive workforce that offers employment opportunities whoever you are, wherever you work and whatever you do. We are also bronze award holders of the Armed Forces Covenant and actively encourage applications from Armed Forces personnel, veterans and reservists.
New starters will be subject to clearance through the Disclosure and Barring Service and a County Court Judgment check. In addition, the post holder is expected to keep the Company updated if their personal circumstances change.
INDC