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 seeking a dedicated Resolution Officer to join our team and make a significant impact in the Yorkshire area.
As a Lead Resolution Officer, you will play a pivotal role in empowering our Field Agents to excel.
Key Responsibilities
- Deliver impactful induction and field training for new agents.
- Collaborate with Regional Managers to ensure performance meets targets.
- Coach and develop agents to achieve outstanding results.
- Conduct audits and side‑by‑side visits to ensure quality and compliance.
- Promote fair customer treatment and maintain security standards.
- Proactively work towards all targets set by the company.
- Communicate effectively and professionally with all customers and clients.
- Work within the policies, procedures, aims, objectives, and philosophy of the company.
What You Will Need
- Previous experience in a similar role.
- Ability to interact and communicate effectively and professionally with different people from varying backgrounds and situations.
- Knowledge of field visit processes and performance management.
- Proactive approach towards achieving set targets.
- Full UK Driving Licence
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.
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Lead Resolution Officer employer: Marston Holdings
Marston Holdings is an excellent employer that prioritises community safety and employee well-being. With a strong focus on flexible working hours, comprehensive training, and a supportive work culture, employees are empowered to make a meaningful impact in their communities while enjoying opportunities for personal and professional growth. Located in the UK, this role offers the unique advantage of working outdoors, contributing directly to the safety and efficiency of local traffic management.
