At a Glance
- Tasks: Lead customer resolutions, manage complaints, and ensure fair support in a vibrant environment.
- Company: Join Haven, part of the award-winning Bourne Leisure family.
- Benefits: Enjoy 25 days holiday, annual bonus, and exclusive discounts for you and your loved ones.
- Other info: Hybrid working model with opportunities for career growth and development.
- Why this job: Make a real difference by turning challenges into positive customer experiences.
- Qualifications: Experience in customer service or collections, with strong communication skills.
The predicted salary is between 30000 - 40000 £ per year.
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’s it like to work with us?
Working with us is ultimately defined by our exceptional people and teams. At Haven, we take pride in our Breath of Fresh Air culture, which focuses on valuing and supporting every team member. We prioritise openness and transparency in our interactions allowing our team members to be their authentic selves.
We operate a hybrid working model, meaning 50% of your working week will be spent at the office, occasionally on Park, or at external events.
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.
Customer Resolution Lead in Watford employer: Haven
Haven is an exceptional employer that fosters a vibrant and supportive work culture, where every team member is valued and encouraged to be their authentic selves. With access to comprehensive training, career development opportunities, and a hybrid working model, employees can thrive both personally and professionally while enjoying generous benefits such as 25 days of holiday, annual bonuses, and exclusive discounts. Located in Hemel Hempstead, Haven offers a unique opportunity to be part of a passionate team dedicated to creating amazing experiences for guests and colleagues alike.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Resolution Lead in Watford
✨Tip Number 1
Get to know the company culture before your interview. Check out Haven's social media and website to see what they're all about. This will help you tailor your answers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your customer service scenarios! Think about how you'd handle tricky situations, especially those related to complaints and disputes. Being able to demonstrate your problem-solving skills will really impress the interviewers.
✨Tip Number 3
Don’t forget to prepare some questions for your interviewers. Ask about their approach to customer resolution or how they support their team members. This shows that you’re engaged and ready to contribute to their vibrant environment.
✨Tip Number 4
Finally, apply through our website! It’s the best way to ensure your application gets noticed. Plus, it gives you a chance to explore more about the role and the amazing benefits Haven offers.
We think you need these skills to ace Customer Resolution Lead in Watford
Some tips for your application 🫡
Show Your Customer Focus:Make sure to highlight your experience in customer service and how you've turned challenging situations into positive outcomes. We want to see that you genuinely care about helping customers!
Be Clear and Concise:When writing your application, keep it straightforward. Use clear language and avoid jargon. We appreciate a well-structured application that gets straight to the point.
Tailor Your Application:Take the time to customise your application for the Customer Resolution Lead role. Mention specific skills and experiences that align with the job description. It shows us you’re really interested!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at Haven
✨Know Your Stuff
Before the interview, make sure you understand the key responsibilities of a Customer Resolution Lead. Familiarise yourself with complaints handling procedures and credit reference agency processes. This will help you demonstrate your expertise and show that you're ready to tackle any challenges that come your way.
✨Showcase Your Communication Skills
Since this role involves handling sensitive conversations, practice articulating your thoughts clearly and calmly. Prepare examples of how you've successfully resolved customer issues in the past, highlighting your ability to maintain professionalism under pressure. This will give the interviewers confidence in your communication abilities.
✨Demonstrate Empathy and Care
Haven values genuine care in customer interactions. Think of instances where you've gone above and beyond for a customer. Be ready to share these stories during your interview to illustrate your commitment to providing exceptional service and resolving conflicts effectively.
✨Prepare for Scenario Questions
Expect to face scenario-based questions that assess your problem-solving skills. Practice responding to hypothetical situations related to customer complaints or disputes. This will help you think on your feet and showcase your ability to handle challenging situations with a calm and resilient approach.
