Senior Resolution Specialist – Escalations & Claims Support

CTDI; Wellingborough; Presencial; GBP 26.000 - 38.000; Jornada completa

Descripción de la vacante

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.

Formación

• 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.

Conocimientos

Customer escalation

Team guidance

Data entry

Documentation

Policy compliance

Descripción del empleo

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.