Job Title: Resolution Specialist – Team Leader
Department: Customer Services
Reports to: Head of Customer Services & Order Processing
Location: Bolton
About Us
Segen Ltd, the UK’s largest wholesale distributor of Solar PV, Energy Storage, and EV Charging products, has been driving the transition to clean technology since 2004. Now part of the Labora Group, with a turnover exceeding £300m, we support commercial and residential installers across the UK and Europe with our industry-leading portal, design tools, and service.
Our Mission
To enable renewable energy generation for every home and business worldwide. Every action we take contributes to a more sustainable future.
The Job
As our resident Resolution Specialist – Team Leader, you’re the ultimate fixer. When things go off-track, you step in to investigate the 'why,' negotiate the 'how,' and save the day with creative solutions that keep our customers smiling.
As Resolution Specialist – Team Leader, you will follow Segen’s business rules, regulations & policies while ensuring customers are kept up to date on the progress of their complaint.
You will:
- Team Coach: Mentor the team to become the best of the best
- Escalation Expert: Manage complex customer and operational issues
- Compliance Champion: Ensure adherence to business rules and procedures
- Cross Functional Collaborator: Work with the Warehouse, Transport, Finance, Sales and Technical support
- Quality Log Leader: Monitor and manage quality logs, ensuring costs of poor quality are accurate
- Performance Driver: Conduct KPI reviews and mentoring sessions
- Credit and refund controller: Authorise and check high value credits and refunds
- Supplier Relationship Manager: Chase RMAs, credits and stock replenishment.
- Operational Guardian: Monitor reporting, collections and debit notes.
- Systems Administrator: Support 8x8 and IT escalation management.
- Improvement Specialist: Lead process improvement initiatives.
- Communication Leader: Participate in weekly operational meetings.
Rate Closure: Ensure the closure rate is kept below these parameters:
- Closed within 1 day – 20%
- Closed within 3 days – 26%
- Closed within 10 days – 40%
Experience & Qualifications:
- 12 months experience
- Familiar with working across multiple functions
- Proven KPI achievement
- Experience handling escalations and complaints
- UK Citizenship
Job Competencies – Technical
- Proficient in Microsoft Office
- BI Reporting
- Excellent telephone techniques
- Excellent Customer Service
- SOP/RM System proficiency - preferred
- Innovative thinking
- Positive attitude
- Great communicator
What we offer:
- 25 days holiday
- EV Car scheme
- Pension
- Life Assurance
- Discounted company products
- Cycle to Work Scheme
- Career Development
- Employee Assistance Scheme
- Staff events and surprises
At Segen, we are committed to fostering an inclusive and diverse workplace where every individual feels valued, respected, and empowered to bring their authentic selves to work. We believe that diversity drives innovation and creativity, and we actively seek to build on our already inclusive culture.
We welcome applications from candidates of all backgrounds, race, national or ethnic origin, colour, religion, age, sex, sexual orientation, gender identity or expression, marital status, family status, genetic characteristics, disability.
We are dedicated to creating equal opportunities for all, and we encourage candidates from underrepresented groups to apply. Join us in shaping a workplace where diversity is celebrated, and everyone can thrive
Resolution Specialist – Team Leader in Bolton employer: Segen
Segen Ltd is an exceptional employer, offering a dynamic and fast-paced work environment in London that empowers employees to make a meaningful impact in the renewable energy sector. With a strong focus on employee growth, Segen provides numerous benefits including 25 days of holiday, a career development programme, and a commitment to diversity and inclusion, ensuring that every team member feels valued and respected. Join us to be part of a transformative digital journey where your contributions will help shape the future of our products and services while enjoying a supportive and innovative workplace culture.
