Overview
As a Customer Resolution Specialist, you will manage disputed invoices and coordinate with Telematics and internal teams to resolve queries, supporting both customer satisfaction and business growth. You will also oversee CSAT reporting to capture feedback and identify process improvements. You’ll work to resolve disputes within service levels, while maintaining accurate records and driving continuous improvement. This role combines customer care with data-driven insights to enhance the end-to-end dispute experience.
Pay / Benefits
- Pension plan
- Life assurance
- Employee fuel card scheme (after 6 months)
- Electric Vehicle salary sacrifice scheme (after 12 months)
- Employee assistance programme
- 24 hour wellness and healthcare assistance via
Responsibilities
- Achieve daily targets with a focus on outbound activity
- Manage disputes from initial request to resolution
- Liaise with customers and internal stakeholders to gather information and reach fair outcomes
- Produce regular CSAT reports highlighting feedback and trends
- Ensure disputes are resolved within SLAs and company policies
- Identify recurring themes and escalate improvement opportunities
- Maintain accurate records and case notes to support decision-making and reporting
Key requirements
- Strong customer service skills and effective communication at all levels
- Ability to manage difficult conversations, negotiate, and overcome objections
- Strong problem-solving and decision-making skills
- Ability to prioritise workload and meet deadlines in a fast-paced environment
- Excellent written and verbal communication with internal and external stakeholders
- Professional, organised, and detail-oriented
- Proactive and hands-on attitude
- Calm under pressure while meeting deadlines and service levels
- Experience in customer service, retentions, disputes or complaint-handling
- Competent in analysing data and producing reports to identify trends and opportunities for improvement
- Effective communication
- Negotiation
- Problem-solving
- Data analysis
- Reporting and trend identification
- CSAT measurement and interpretation
Customer Resolution Specialist in Crewe employer: Radius Payment Solutions
At Radius, we pride ourselves on being an exceptional employer, offering a vibrant work culture at our state-of-the-art Telematics head office in Crewe. Our commitment to employee growth is evident through tailored development plans and a culture of continuous learning, while our modern workspace features unique amenities like an onsite café and rooftop bar, fostering collaboration and creativity. Join us to make a meaningful impact in the telematics sector, supported by a comprehensive benefits package that prioritises your well-being and career progression.
