At a Glance
- Tasks: Manage and resolve complex customer complaints, providing guidance to frontline teams.
- Company: Join a growing international business with a supportive team culture.
- Benefits: Competitive salary, permanent full-time role, and a modern working environment.
- Other info: Opportunity for career growth in a collaborative environment.
- Why this job: Make a real difference in customer experience and service quality.
- Qualifications: Experience in customer service or complaints handling, strong communication skills.
The predicted salary is between 28000 - 30500 £ per year.
- Resolutions Specialist
- Wellingborough
- Hours - Monday to Friday full time
Experienced in handling complex customer issues? Know how to turn difficult situations into positive outcomes?
We are working on behalf of an established and growing international business to recruit a Resolutions Specialist to join its customer support operation at its Wellingborough site.
This is an excellent opportunity for an experienced customer service or complaints professional who enjoys investigating complex cases, finding practical solutions and delivering positive customer outcomes.
Importantly, this is not a traditional first-line customer service role.
You will act as a specialist point of support for frontline customer service teams, taking ownership of escalated complaints, customer claims and more challenging cases that require investigation, judgement and a considered approach.
Working closely with colleagues across the business, including Head Office and senior management, you will ensure customer issues are resolved fairly, efficiently and in line with company policies and procedures.
THE ROLE
As Resolutions Specialist, you will take responsibility for managing complex customer cases from investigation through to resolution, providing guidance and support to frontline teams.
Your responsibilities will include
- Managing and resolving complex customer complaints and escalated cases.
- Acting as a key point of support and guidance for frontline customer service advisors.
- Investigating customer concerns, assessing claims and determining appropriate resolutions.
- Coordinating product exchanges, settlements and goodwill gestures where appropriate.
- Liaising with Head Office departments and senior management to agree outcomes on more challenging cases.
- Ensuring all resolutions are fair, consistent and compliant with company policies and procedures.
- Maintaining accurate case records, correspondence and supporting documentation.
- Completing relevant administration and data entry with a high level of accuracy.
- Identifying recurring issues and contributing ideas to improve customer service processes and resolution practices.
ABOUT YOU
We are looking for a confident, professional and customer-focused individual with previous experience handling escalated complaints or complex customer service issues.
You will ideally have
- Previous experience in a customer resolutions, complaints handling, escalations or customer service environment.
- Confidence investigating complex customer issues and identifying appropriate solutions.
- Excellent communication and interpersonal skills, with the ability to deal professionally with challenging situations.
- Strong judgement and decision-making skills, with the ability to balance customer expectations against business policies and procedures.
- The confidence to support and guide colleagues and frontline customer service teams.
- Excellent attention to detail and accurate administration skills.
- Strong organisational skills and the ability to manage multiple cases and competing priorities.
- A calm, approachable and solutions-focused attitude.
Experience handling customer claims, product exchanges, refunds, settlements or goodwill arrangements would be particularly advantageous.
WHAT'S ON OFFER?
- Salary of £28,000 – £30,500, depending on experience.
- Permanent, full-time employment.
- Opportunity to join an established international business.
- Modern working environment
- Supportive and collaborative team environment.
- The opportunity to make a real difference to customer experience and service quality.
INTERESTED?
If you are an experienced customer service or complaints professional looking for a role where you can use your judgement, problem-solving skills and experience to deliver meaningful customer resolutions, we would love to hear from you.
This is an opportunity to move beyond routine customer enquiries and take ownership of more complex cases within a supportive and established business.
All applications will be treated in the strictest confidence.
Resolutions Specialist in Wellingborough employer: ACS Recruitment Solutions Ltd Careers
As a Registered Children’s Home Manager in Birmingham, you will join a dedicated team committed to providing exceptional care for children with emotional and behavioural difficulties. Our organisation fosters a supportive work culture that prioritises employee growth through ongoing training and mentorship, ensuring you have the tools to lead effectively and make a meaningful impact. With competitive salaries and a focus on creating a nurturing environment for both staff and children, we offer a rewarding career path where your contributions truly matter.
Contact Details:
ACS Recruitment Solutions Ltd Careers Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Resolutions Specialist in Wellingborough
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at ACS Recruitment Solutions Ltd Careers. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like ACS Recruitment Solutions Ltd Careers before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Resolutions Specialist in Wellingborough
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to ACS Recruitment Solutions Ltd Careers:Your cover letter is your chance to shine! Tell us why you want to work at ACS Recruitment Solutions Ltd Careers specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at ACS Recruitment Solutions Ltd Careers!
How to prepare for a job interview at ACS Recruitment Solutions Ltd Careers
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
