At a Glance
- Tasks: Lead customer resolutions and ensure fair support for complaints and disputes.
- Company: Join Haven, a vibrant team focused on creating amazing experiences.
- Benefits: Enjoy 25 days holiday, annual bonuses, and exclusive discounts.
- Other info: Hybrid working model with opportunities for training and career growth.
- Why this job: Make a real difference in customer experiences while growing your career.
- Qualifications: Experience in customer service or complaints handling is essential.
The predicted salary is between 30000 - 40000 £ per year.
Customer Resolution Lead Hemel Hempstead (Hybrid - 3 days per week in office) Permanent | Full Time Competitive salary benefits
About the role
Do you thrive on turning difficult situations into great outcomes? Are you the kind of person who brings calm, clarity, and genuine care to every customer interaction? If so, Haven wants to hear from you! We're looking for an energetic and customer-focused Customer Resolution Lead to join our team at Hemel Hempstead. This is a fantastic opportunity to play a pivotal role in ensuring our customers receive fair, timely, and professional support across complaints, disputes, and collections - all while working in a vibrant, forward-thinking environment. You'll be the go-to person for resolving customer complaints and queries, managing credit reference agency disputes, handling collections activity, and ensuring every interaction meets the high standards our customers deserve. From first contact through to resolution, you'll own the full customer journey with professionalism and purpose.
Your Opportunity
- Act as the first point of contact for customer complaints, enquiries, and general communication
- Manage and respond to disputes raised via credit reference agency portals, including TransUnion and Equifax
- Ensure timely, accurate, and compliant handling of all complaints and disputes
- Maintain daily system updates, keeping customer interactions and actions accurately recorded
- Conduct regular customer contact via telephone and written communication
- Prepare, check, and issue debt letters and default notices in line with policy
- Monitor and maintain customer payment arrangements, ensuring adherence and follow-up where required
- Issue settlement quotations accurately and within required timeframes
- Manage the collections diary and support account recovery activity
- Provide guidance to customers on termination and repossession processes
What we'd like you to bring
- Experience in a customer service, complaints, or collections role
- Experience working in a regulated environment (financial services preferred)
- Solid understanding of complaints handling procedures and regulatory expectations
- Knowledge of collections, arrears management, and credit reference agency processes
- Awareness of Consumer Duty and fair customer treatment principles
- Strong verbal and written communication skills, with the ability to handle sensitive conversations
- Excellent attention to detail in managing records, documentation, and customer data
- A calm, professional, and resilient approach when handling challenging situations
- Great organisational skills and the ability to prioritise a varied workload effectively
- Competence in using internal systems and maintaining accurate data
Why Haven?
At Haven, we're one great team, united by our passion for creating amazing experiences for our guests and our people. You'll have access to training, mentoring, and opportunities to grow your career in a supportive, forward-thinking environment.
What's In It For You?
- 25 Days Holiday
- Bank Holidays
- Holiday Buy Scheme
- Annual bonus
- 20% discount on both Haven and Warner Hotels holiday for you, family and friends
- Comprehensive wellbeing support
- Exclusive discounts with corporate partners
- Exciting career pathways, including Learning and Development opportunities such as Apprenticeships and Degrees
- Enhanced family friendly policies and pay (eligibility criteria applied)
Who are we?
We're part of an award-winning Bourne Leisure family, which includes Haven & Warner Hotels. We have 9,000 fantastic team members and 39 beautiful seaside locations and our HQ based in Hemel Hempstead.
What can you expect during the recruitment process?
The interview process will be up to 3 stages and may contain a presentation or skills test, depending on the role. If you require any support or reasonable adjustments to help you perform at your best during this process, please let us know. Diversity, equity, and inclusion are at the heart of who we are and what we do. Our commitment to these values is unwavering and they are central to our mission. We encourage applications from all backgrounds, communities and industries and we are happy to discuss any reasonable adjustments or flexibility that you may require, including whether a role can be part-time or a job-share. We genuinely care about every candidate's experience during the recruitment process and are here to provide support where we can. If you require any assistance or reasonable adjustments while applying, please don't hesitate to reach out to us at resourcingteam@bourne-leisure.co.uk.
What We Offer
- Holiday allowance that rises with service, plus a 'Holiday Buy Scheme'
- Annual bonus
- 20% discount on both Haven and Warner Hotels holiday for you, family and friends
- Comprehensive wellbeing support
- Access to the Bourne Leisure corporate box at the O2 Arena, London
- Exclusive discounts with corporate partners
- Exciting career pathways, including Learning and Development opportunities such as Apprenticeships and Degrees
- Enhanced family friendly policies and pay (eligibility criteria applied)
How to Apply
We're committed to fostering a diverse, equitable, and inclusive workplace, and we encourage applicants of all backgrounds to apply. To get started, click apply now and answer a few quick questions, which should take 5 minutes. Once submitted, a member of our team will be in touch.
Customer Resolution Lead - Hertfordshire in Hemel Hempstead employer: Haven Holidays
Haven is an exceptional employer that prioritises the well-being and growth of its team members, offering a vibrant work culture in Hemel Hempstead. With a strong focus on employee development through training and career pathways, alongside generous benefits such as 25 days holiday, annual bonuses, and exclusive discounts, Haven fosters an environment where every individual can thrive while making a meaningful impact on customer experiences.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Resolution Lead - Hertfordshire in Hemel Hempstead
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Haven Holidays. 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 Haven Holidays 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 Customer Resolution Lead - Hertfordshire in Hemel Hempstead
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 Haven Holidays:Your cover letter is your chance to shine! Tell us why you want to work at Haven Holidays 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 Haven Holidays!
How to prepare for a job interview at Haven Holidays
✨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.
