Location: Yorkshire and the Humber Engage Services Ltd is part of the Marston Holdings Limited group of companies and works on behalf of many major household names from the utilities sector.
Location: Yorkshire and the Humber Engage Services Ltd is part of the Marston Holdings Limited group of companies and works on behalf of many major household names from the utilities sector.
We reconnect thousands of customers every week, providing a vital service that ensures our clients treat their customers fairly.
We are looking for a motivated and proactive Senior Resolution Officer to support our Field Operations team. This role focuses on training, coaching, and developing Field Agents to ensure they meet client expectations and deliver high-quality service.
This is a full-time role (40 hours per week) that involves regular travel, high mileage, and occasional overnight hotel stays. To support this, we offer either a £2,500 annual vehicle allowance or a company van, strictly for business use.
Key Responsibilities
- Support the induction and training of new Field Agents
- Coach and develop staff to meet performance standards and targets
- Carry out field audits and side-by-side visits
- Monitor performance and provide feedback and development plans
- Ensure all field activities follow company procedures and compliance standards
- Work closely with Regional Managers to improve team performance
- Support both new starters and existing staff to achieve their full potential
What We’re Looking For
- Experience in training and coaching
- Strong communication and interpersonal skills
- A proactive, self-starting attitude
- Good understanding of field-based processes
- Ability to influence and build strong working relationships
- Basic IT skills (Word, Excel, PowerPoint)
- Experience delivering training programmes
- Proven ability to drive performance improvements
In return for your hard work you will receive
- 25 days annual leave plus bank holidays
- Competitive salary
- Bonus and car allowance
- Training and Development
- Pension scheme
- Death in service
Here at Marston Holdings everyone is welcome. We have an inclusive workforce that offers employment opportunities whoever you are, wherever you work and whatever you do. We are also bronze award holders of the Armed Forces Covenant and actively encourage applications from Armed Forces personnel, veterans and reservists.
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. INDC
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Senior Resolution Officer employer: Marston Holdings Limited
Marston Holdings is an exceptional employer that prioritises employee growth and a supportive work culture in Rochdale. With a commitment to diversity and inclusion, we offer hybrid working arrangements, generous holiday allowances, and comprehensive health benefits, ensuring our team members thrive both personally and professionally. Join us to be part of a dynamic environment where your contributions directly impact our success in delivering essential services.
