Location: Nottingham Support Office
Closing date: 16/09/26
Recruitment Partner: Daniel White, Daniel.White1@boots.com
Are you ready to make a difference? Join us at Boots as a Resolutions Expert in our Central Operations team based in Nottingham, Beeston.
Here at Boots, we work every day to build a brilliant environment for our people, empowering them to deliver exceptional care, confidence, and connection to our customers and colleagues.
What you’ll be doing
Within this role, you will be the main point of contact for customer care escalations from the CSC advisor population, colleagues in the wider business and from stores. This role takes ownership of any escalated contacts received from all workstreams and will investigate any further action required to resolve for customer or store
Key responsibilities
- To assess, investigate and resolve more complex complaints and enquiries across the Boots business
- To successfully resolve more complex enquires and complaints with responsibility for and high value for apology/goodwill payments. Always to be checked with the Team Manager
- To identify the direction of serious issues and escalate to the Senior Customer Manager team to ensure the correct resolution of these contacts
- To offer a support and mentoring role to Advisors and store colleagues to aid contact resolution
- To input accurately information received from customers into specified databases
- Build and maintain relationships with our internal teams, stores PSO, Medical Services, Quality and Category Teams to ensure issues requiring their input are speedily resolved
- To maintain owned workload and ensure customers are fully updated with expected next steps
What you’ll need to have (our must-haves)
- Excellent Customer Service
- Experience in managing complex customer complaints
- Prioritize workload based on business needs
- Great communication skills, written and verbal
- Able to negotiate to a neutral position effectively
- Ability to offer creative and unique resolutions for each unique situation faced
- Supporting and motivating team members
- A true desire to deliver world class customer care to every customer/colleague
It would be great if you also have
- Contact centre experience
- Salesforce knowledge
Where your brilliance can take you
At Boots, we believe in your potential. With our supportive environment, you will have opportunities for career development and progression, allowing you to grow your skills and advance your career.
Rewards designed for you
- Boots Retirement Savings Plan
- Generous employee discounts for you and a family member
- Enhanced maternity/paternity/adoption leave pay
- Access to free, 24/7 counselling and support through TELUS Health, our Employee Assistance Programme.
There’s lots more in our benefits and discounts, MyBoosts – there to give you that little lift in your everyday. Find out more at http://boots.jobs/rewards. Exclusions may apply; eligible roles only.
A bit about us
At Boots, we're proud to be an equal opportunity employer, creating a place where everyone feels welcome, supported, and free to be themselves. We believe that when our people feel valued and included, they thrive, so we're committed to creating a brilliant Boots for our people so they can make a difference for our customers and colleagues every time.
What’s next?
If you apply, our team will be in touch to let you know the outcome of your application or to arrange next steps. Where a role is advertised as full-time, we are open to discussing part-time and job share options. If you require additional support as part of the application and interview process, we are happy to provide reasonable adjustments to help you be at your best.
Boots is a Ban the Box employer and will consider the suitability of applicants with criminal convictions on a case-by-case basis.
We hope to hear from you soon. Be brilliant with Boots.
Keywords
Resolutions, Expert
Resolutions Expert in Nottingham employer: BOOTS
Boots is an exceptional employer, especially for those looking to make a meaningful impact during the festive season. With a strong emphasis on teamwork and customer service, employees enjoy a supportive work culture that fosters personal growth and offers industry-recognised training. Additionally, the generous employee discounts and wellbeing support ensure that staff feel valued and motivated throughout their time with us in London.
