Customer Resolution Case Owner in Edinburgh

As a Customer Resolution Case Owner, you will play a key role in delivering fair, timely, and high‑quality resolution to customer complaints received across multiple channels, including telephone, written correspondence, and escalations from senior stakeholders such as the CEO’s office, regulators, or MPs. You will take full ownership of each case from initial contact through to resolution, ensuring customers feel heard, understood, and supported throughout the process.

You’ll conduct thorough end‑to‑end investigations, using root cause analysis to identify service failures and understand their impact on the customer. Based on your findings, you’ll determine appropriate resolution outcomes and redress in line with company policies, balancing customer fairness with commercial responsibility. A key part of your role will be ensuring cases are progressed efficiently to minimise backlog and aged complaints, while maintaining high standards of accuracy and attention to detail.

Collaboration is central to success in this role. You will work closely with internal teams, third parties, and stakeholders to gather information, challenge decisions where needed, and ensure the right outcomes are achieved. You’ll also share insights and trends from complaints to support continuous improvement, helping to identify opportunities to enhance processes, prevent future issues, and improve overall customer satisfaction.

In addition, you will contribute to maintaining strong governance and compliance by adhering to regulatory requirements, company policies, and service level agreements. You’ll manage associated administrative tasks, maintain accurate records, and ensure transparency and accountability in all decisions. As your experience grows, you may also take on additional responsibilities such as peer reviews, supporting colleagues, or acting as a deputy to the Team Manager.

You are an experienced complaints professional with a strong track record of managing complex customer cases across multiple channels. You bring excellent written and verbal communication skills, with the confidence to handle sensitive or challenging conversations and negotiate effectively to reach positive outcomes. You naturally build rapport with customers and colleagues, demonstrating empathy, emotional intelligence, and a genuine commitment to delivering excellent service.

Highly organised and detail‑oriented, you are able to prioritise and manage a varied workload while maintaining accuracy and meeting performance targets. You are a strong critical thinker who can analyse information from multiple sources, make well‑reasoned decisions, and clearly justify outcomes – particularly where financial redress is concerned. You are comfortable working independently, taking ownership of your cases, and using your judgement to determine the best course of action.

You also thrive in a collaborative environment, working effectively with colleagues across different teams to gather insights, resolve issues, and improve outcomes. You are open to feedback, willing to challenge constructively, and committed to continuous improvement – both in your own performance and in wider business processes.

With a strong sense of integrity, you approach each case with fairness, impartiality, and transparency, ensuring every customer is treated with respect and without bias. Experience within the utilities or a regulated environment will be highly valued, along with a good understanding of complaints handling processes and customer service best practice. Above all, you are motivated by making a positive difference for customers and contributing to a culture that puts them at the heart of everything.

Salary of £30,000 plus bonus up to 20% and 31 days annual leave.