Customer Resolution Officer

About Us

Marston Holdings delivers innovative, technology enabled solutions that support the implementation of public policy across government, utilities, and the private sector. Through continued growth, both organically and by acquisition, we have become a market leader in providing end to end services, from design and implementation through to management and recovery. Our work is guided by our core values of professionalism, accountability, respect, transparency, and innovation. We expect all colleagues to demonstrate these values in everything they do.

The Role

As a Customer Resolution Officer, you will be responsible for managing and resolving customer complaints across a range of communication channels, including written, electronic, and verbal contact. You will investigate issues thoroughly and respond in a professional and timely manner, always aiming to achieve first time resolution and a high standard of customer care. You will also ensure that all activities are compliant with regulatory and legislative requirements.

Key Responsibilities

• Manage and resolve customer complaints across multiple channels
• Accurately log, triage, and investigate complaints in line with internal processes and service level agreements
• Produce clear, accurate, and personalised written responses within agreed timescales
• Handle complaints in line with the two stage process
• Liaise with internal departments to support effective resolution of queries
• Maintain accurate records using case management systems
• Prioritise and manage your workload to meet deadlines and business needs
• Handle telephone queries professionally and resolve complaints where possible
• Support quality assurance activities and continuous improvement initiatives
• Contribute to root cause analysis and identify complaint trends
• Ensure compliance with all relevant legislation, policies, and procedures
• Maintain confidentiality and handle customer information appropriately

What We Are Looking For

• Previous customer service experience, ideally within complaint handling
• Excellent written and verbal communication skills
• Strong attention to detail and a high level of accuracy
• Ability to manage competing priorities and meet deadlines
• Good working knowledge of Microsoft Office 365, including Excel, Word, PowerPoint, and Teams
• Strong problem solving skills and the ability to make informed decisions
• A proactive, positive, and self motivated approach
• Ability to deal with sensitive situations with empathy and professionalism
• Ability to work both independently and as part of a team

Desirable Skills and Experience

• Experience working within a regulated environment
• Knowledge of complaint investigation processes or case management systems
• Experience of coaching, mentoring, or quality assurance

What We Offer

• Hybrid working
• Healthcare cash plan
• Life insurance
• 24 days annual leave plus bank holidays
• Access to retail, travel, and lifestyle discounts
• Cycle to Work scheme
• Apprenticeship and development programmes
• Ongoing training and career development opportunities

Why Join Us

This is an excellent opportunity to join a growing organisation where your work will directly contribute to improving customer experience and business performance. You will be part of a supportive team with opportunities to develop your skills and progress your career. New starters will be subject to clearance through the Disclosure and Barring Service and a County Court Judgment check. In addition, the post holder is expected to keep the Company updated if their personal circumstances change. We are an equal opportunity employer, which means we'll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and we're committed to creating an inclusive environment for all employees.