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- Tasks: Help customers navigate issues in their water connection journey and provide structured solutions.
- Company: Join a forward-thinking company focused on improving customer experiences in regulated environments.
- Benefits: Hybrid working, competitive salary, and opportunities for career growth.
- Why this job: Make a real difference by resolving customer issues and enhancing service processes.
- Qualifications: Strong communication skills and experience in problem-solving complex cases.
- Other info: Opportunity to advance into leadership roles and improve customer outcomes.
The predicted salary is between 36000 - 60000 £ per year.
We are hiring a Customer Resolution Specialist to support customers and stakeholders who are trying to connect into a regulated water network, but have hit delays, missing updates, or “black hole” steps where nothing seems to happen after a submission.
This is not a high-volume contact centre role. It is a structured, evidence-led problem-solving role. You will speak with customers (from major contractors and house builders to individual applicants), reconstruct what has happened step-by-step, identify where the process is failing, and report clear findings back to Business Analysts so the underlying issue can be fixed.
Location and working pattern
- Manchester, Bradford or Leeds base
- Hybrid working with client travel as required (Bradford)
What you’ll do
- Speak with customers whose connection journey is stuck and clarify the issue in a structured way
- Reconstruct a clear timeline: what was submitted, when, through which channel, what should have happened, and what actually happened
- Map the journey stages and pinpoint failure points (handoffs, missing information, unclear ownership, system workflow, comms gaps)
- Gather and organise evidence: reference numbers, screenshots, email trails, portal updates and key dates
- Produce Business Analyst-ready case summaries: problem statement, steps-to-reproduce, impact, ownership, recommended fix
- Track recurring themes across cases and provide weekly insight summaries (top blockers by stage)
- Close the loop with customers with clear next steps, owners, and timeframes
What we’re looking for
- Strong customer handling with calm, structured questioning
- Experience resolving complex cases, complaints, disputes, or escalations with high standards of documentation
- Excellent written communication and the ability to produce concise case summaries others can action immediately
- Able to think in processes and handoffs, not just individual calls
- Comfortable working across teams to progress and resolve issues
Useful background (not essential)
- Utilities, infrastructure, construction, or other regulated customer environments
- Familiarity with case management systems, CRM, portals, or workflow tools
- Experience feeding recurring issues back to improve process or customer outcomes
Why join
- Work on customer journeys that directly impact real projects and people
- Clear ownership: investigate, evidence, diagnose, and drive fixes through the BA team
- Opportunity to grow into insight leadership, service improvement, or product/process roles
To apply, send your CV and (optionally) a short example of how you would summarise a stuck case: what happened, what evidence you would request, and how you would report it.
Customer Resolution Specialist in Leeds employer: The Resolute Group Ltd
Contact Detail:
The Resolute Group Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Resolution Specialist in Leeds
✨Tip Number 1
Get to know the company inside out! Research their values, mission, and recent projects. This will help you tailor your conversations and show that you're genuinely interested in being a part of their team.
✨Tip Number 2
Practice your problem-solving skills! Since this role is all about structured evidence-led problem-solving, think of examples from your past where you've successfully resolved complex issues. Be ready to share these during your chats.
✨Tip Number 3
Don’t underestimate the power of networking! Reach out to current or former employees on LinkedIn. They can provide insights into the company culture and might even give you tips on how to ace the interview.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re proactive and serious about landing the Customer Resolution Specialist role.
We think you need these skills to ace Customer Resolution Specialist in Leeds
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of Customer Resolution Specialist. Highlight your experience in structured problem-solving and customer handling, as these are key for us.
Showcase Your Writing Skills: Since excellent written communication is a must, include examples of concise case summaries or reports you've created in the past. This will show us you can produce clear documentation.
Be Evidence-Led: In your application, emphasise your ability to gather and organise evidence. Mention any experience you have with tracking issues and providing insights, as this aligns perfectly with what we’re looking for.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application and get you on board with our team!
How to prepare for a job interview at The Resolute Group Ltd
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the Customer Resolution Specialist role. Familiarise yourself with the job description and think about how your skills align with the responsibilities, especially around structured problem-solving and customer handling.
✨Prepare Real-Life Examples
Think of specific instances where you've resolved complex cases or complaints. Be ready to discuss these examples in detail, focusing on your structured questioning and documentation skills. This will show that you can handle the challenges of the role effectively.
✨Practice Clear Communication
Since excellent written communication is key for this position, practice summarising your experiences concisely. You might even want to prepare a mock case summary to demonstrate your ability to produce clear, actionable insights during the interview.
✨Show Your Process Thinking
Be prepared to discuss how you think about processes and handoffs. Use examples from your past experiences to illustrate how you identify failure points and improve workflows. This will highlight your fit for a role that requires a structured approach to problem-solving.
