At a Glance
- Tasks: Lead customer support, resolve complaints, and manage disputes with a focus on clear communication.
- Company: Join a supportive team in a hybrid work environment that values transparency and belonging.
- Benefits: Enjoy 25 days holiday, discounts on holidays, wellbeing support, and learning opportunities.
- Other info: Flexible working arrangements and excellent career growth opportunities await you.
- Why this job: Make a real difference in customer experiences while developing your career in a dynamic role.
- Qualifications: Experience in customer service or collections, with strong communication and organisational skills.
The predicted salary is between 30000 - 40000 £ per year.
About the Role
Join our team as a Customer Resolution Lead, overseeing complaint resolution, dispute management, collections, and ensuring a high standard of customer support across the full customer journey. This hybrid role requires you to be calm, clear, and customer‑focused while handling sensitive conversations and maintaining accurate records.
Responsibilities
- 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.
Qualifications
- 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.
Benefits
- 25 days holiday plus bank holidays, with holiday buy‑scheme options.
- 20% discount on Haven and Warner Hotels holidays for you, family and friends.
- Comprehensive wellbeing support.
- Exclusive discounts with corporate partners.
- Learning and development opportunities, including apprenticeships and degrees.
- Enhanced family‑friendly policies and pay (eligibility criteria applied).
Work Environment
Hybrid model – 3 days per week in the Hemel Hempstead office. We value openness, transparency and support a culture of belonging. The role offers flexible working arrangements and opportunities for career growth within a supportive team.
Customer Resolution Lead in Hemel Hempstead employer: Leisure Employment Services
Join a dynamic team as a Customer Resolution Lead in Hemel Hempstead, where we prioritise a culture of openness and support. Enjoy a hybrid work model that promotes flexibility, alongside generous benefits such as 25 days holiday, comprehensive wellbeing support, and opportunities for professional development. With a focus on employee growth and a commitment to fair customer treatment, we offer a rewarding environment for those looking to make a meaningful impact in customer service.
Contact Details:
Leisure Employment Services Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Resolution Lead in Hemel Hempstead
✨Tip Number 1
Get to know the company inside out! Research their values, mission, and recent news. This will help you tailor your conversations and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your communication skills! Since you'll be handling sensitive conversations, role-play with a friend or family member. This will help you stay calm and clear when discussing complaints or disputes.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider tips and might even lead to a referral!
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're serious about joining our awesome team!
We think you need these skills to ace Customer Resolution Lead in Hemel Hempstead
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in customer service, complaints, or collections. We want to see how your skills align with the role of Customer Resolution Lead, so don’t hold back on showcasing your relevant achievements!
Showcase Your Communication Skills:Since this role involves handling sensitive conversations, it’s crucial to demonstrate your strong verbal and written communication skills. Use clear and concise language in your application to reflect your ability to manage challenging situations effectively.
Highlight Attention to Detail:We value accuracy in managing records and documentation. Make sure to mention any experiences where your attention to detail made a difference, especially in regulated environments. This will show us you can handle the responsibilities of the role with care.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it gives you a chance to explore more about our company culture and values.
How to prepare for a job interview at Leisure Employment Services
✨Know Your Stuff
Before the interview, make sure you brush up on your knowledge of complaints handling procedures and regulatory expectations. Familiarise yourself with the specific processes related to credit reference agencies like TransUnion and Equifax, as this will show that you're prepared and serious about the role.
✨Showcase Your Communication Skills
Since this role involves handling sensitive conversations, practice articulating your thoughts clearly and calmly. You might want to prepare examples of how you've successfully managed difficult customer interactions in the past, highlighting your strong verbal and written communication skills.
✨Demonstrate Your Organisational Skills
Be ready to discuss how you prioritise tasks and manage a varied workload. Think of specific instances where your organisational skills made a difference in your previous roles, especially in a customer service or collections context.
✨Emphasise Your Customer Focus
This role is all about ensuring a high standard of customer support. Prepare to share examples of how you've gone above and beyond for customers in the past, and be ready to discuss your understanding of Consumer Duty and fair treatment principles.
