Customer Resolution Team Manager

We are seeking an inspiring Customer Resolution Manager to lead a talented team of complaint handlers. Your role will involve investigating complaints and collaborating with internal and external stakeholders to ensure swift resolutions. You will focus on uncovering the root causes of customer dissatisfaction and implementing improvements to reduce complaints. As the manager, you will set the vision, define expectations, and provide motivation and coaching, empowering your team to achieve exceptional performance and enhance the customer experience. Join us in making a lasting impact!

We’re looking for someone with a solid background in complaint handling and a genuine passion for creating amazing customer experiences. It’s important that you can take ownership at every point of the customer journey. As a seasoned people manager, you will be instrumental in driving high productivity, exceeding targets, and keeping your team motivated. A proven track record in addressing poor performance, tackling quality issues, and prioritising tasks is essential to your success.

You’ll also have the chance to work with senior stakeholders, including CEOs and Directors, so being comfortable in those conversations is a big plus! Plus, your ability to communicate confidently and warmly will help you connect effortlessly with customers and suppliers, both inside and outside the organisation.

You’ll be a key team player in one of the largest water retailers in the UK, with lots of benefits and the chance to grow your career.

• Salary up to £45,000 plus bonus up to 20%
• Attractive pension plan
• 31 days annual leave and six bank holidays
• Monday to Friday based in our office within Edinburgh Park.
• Subsidised staff restaurant and free gym membership
• Employee discounts
• Salary sacrifice schemes including electric vehicles and cycle to work

We’re passionate about providing a great place to work, where our colleagues feel trusted, valued, supported and empowered, whatever their background or role. And we’re committed to providing an inclusive workplace that welcomes and promotes diversity and provides equal opportunities for everyone. In everything we do, we’re driven to make a positive difference, and always strive to do the right thing by our customers, our people, our local communities and the environment. Life at Business Stream is fast-paced and exciting, where no two days are the same.

Business Stream is one of the largest water retailers in the UK and a trusted service provider to over 300,000 business customers. With over 17 years’ experience of operating in a competitive water market – longer than any other retailer – we’re the chosen service provider for businesses and organisations ranging from small corner shops to large industrial estates. Headquartered in Edinburgh and employing around 350 people, we provide a range of services including metering and billing, water efficiency support and, water and waste water management solutions.

We’re looking to welcome exceptional people into our fantastic, high-performing team so if you think this job is for you, we’d love to hear from you. To apply, please click the ‘Apply’ button at the bottom of this page, and send us a copy of your CV. The closing date for applications is Wednesday 16th July at 5pm.

A Disability Confident Committed Employer If you consider yourself to have a disability, we encourage you to disclose that as part of your application. That means we can provide the necessary support and use your unique talents effectively.