At a Glance
- Tasks: Lead customer resolutions and turn challenges into positive experiences.
- Company: Dynamic company focused on exceptional customer outcomes and community support.
- Benefits: Competitive salary, healthcare scheme, 29 days leave, and volunteer days.
- Other info: Hybrid working, supportive culture, and commitment to personal development.
- Why this job: Make a real difference by advocating for customers and improving their experiences.
- Qualifications: Strong communication skills and experience with sensitive customer cases.
The predicted salary is between 30000 - 40000 £ per year.
About The Role
Contract type: Permanent
Hours: Full-time, 35 hours
Location: Head Office, Nottingham (Hybrid working, minimum 2 days per week)
Are you passionate about delivering exceptional customer outcomes and turning challenges into positive experiences? We’re looking for a Member Resolution Lead to play a key role in ensuring every customer voice is heard and acted on. In this role, you’ll take ownership of customer complaints from start to finish, investigating issues across a variety of customer journeys and delivering fair, timely, and compliant resolutions. You won’t just resolve problems—you’ll help shape better experiences.
Responsibilities
- Manage and triage inbound complaints, ensuring timely logging and resolution
- Investigate issues thoroughly, collaborating with stakeholders to deliver fair and compliant outcomes
- Handle complex and sensitive cases (e.g. bereavement, POA) with care and professionalism
- Respond to multi‑channel enquiries, including Ombudsman cases
- Act as a customer advocate, providing expert guidance and coaching across the business
- Share insights and trends to drive continuous improvement in processes and customer experience
- Support branch and internal teams with complaint resolution and best practice
- Contribute to performance reporting and operational efficiency
- Ensure all activities align with regulatory, risk, and compliance frameworks
Qualifications
- Strong understanding of delivering excellent customer experience
- Confident communicator across multiple channels
- Experience handling sensitive cases and vulnerable customers (e.g. bereavement, POA)
- Highly detail‑oriented with a strong investigative mindset
- Organised and able to prioritise effectively in a fast‑paced environment
- Strong stakeholder engagement and collaboration skills
- Proactive problem‑solver with the ability to use initiative
- Good working knowledge of FCA principles, Consumer Duty, and DISP
- Understanding of the Financial Ombudsman complaints process
- Awareness of industry best practice in complaint handling
- Competent in using IT systems and tools
Reward & Benefits
- A fair and competitive salary evaluated against market data, annual discretionary bonus scheme, Medicash healthcare scheme, 29 days annual leave plus bank holidays and enhanced family leave.
- Commitment and dedication to your ongoing personal and professional development.
- A friendly and inclusive culture where teams genuinely strive to do the right thing by their colleagues and our customers.
- A strong sustainability agenda – we’re continually finding new ways to be kinder to the environment by reducing our carbon footprint.
- Your health and wellbeing is our priority, we encourage this through a suite of support resources, including a team of trained mental health first aiders.
Customer Resolution Lead in Nottingham employer: TheNottingham
As a Customer Resolution Lead at our Nottingham Head Office, you'll join a company that prioritises exceptional customer outcomes and fosters a supportive work culture. With a commitment to personal and professional development, competitive benefits including a generous leave policy, and a strong focus on sustainability and community engagement, we ensure our employees thrive both in their roles and beyond. Our hybrid working model promotes a healthy work/life balance, making us an excellent employer for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Resolution Lead in Nottingham
✨Tip Number 1
Network like a pro! Reach out to current employees on LinkedIn or through mutual connections. Ask them about their experiences and any tips they might have for landing the Customer Resolution Lead role.
✨Tip Number 2
Prepare for the interview by practising common questions related to customer resolution. Think about how you would handle sensitive cases and be ready to share examples from your past experiences that showcase your problem-solving skills.
✨Tip Number 3
Show your passion for customer service! During interviews, highlight your commitment to delivering exceptional customer outcomes and how you’ve turned challenges into positive experiences in previous roles.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in being part of our team at StudySmarter.
We think you need these skills to ace Customer Resolution Lead in Nottingham
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Resolution Lead role. Highlight your experience in handling customer complaints and any relevant skills that align with our job description. We want to see how you can bring your unique flair to our team!
Showcase Your Communication Skills:As a Customer Resolution Lead, you'll need to communicate effectively across various channels. Use your application to demonstrate your communication style—whether it's through clear writing or examples of how you've successfully resolved customer issues in the past.
Highlight Your Problem-Solving Abilities:We love proactive problem-solvers! In your application, share specific examples of how you've tackled complex cases or turned challenges into positive outcomes. This will show us that you have the investigative mindset we’re looking for.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it gives you a chance to explore more about our culture and values while you’re at it!
How to prepare for a job interview at TheNottingham
✨Know Your Customer Experience
Make sure you understand what exceptional customer experience looks like. Research the company’s approach to customer resolution and be ready to discuss how you can contribute to improving it. Think of examples from your past where you’ve turned a negative situation into a positive outcome.
✨Prepare for Sensitive Scenarios
Given the nature of the role, be prepared to discuss how you would handle sensitive cases, such as bereavement or vulnerable customers. Have specific examples ready that showcase your empathy and professionalism in these situations.
✨Showcase Your Investigative Skills
Highlight your detail-oriented mindset by discussing your investigative process. Be ready to explain how you gather information, collaborate with stakeholders, and ensure fair resolutions. This will demonstrate your ability to manage complex complaints effectively.
✨Engage with Stakeholders
Since stakeholder engagement is key, think about how you’ve successfully collaborated with others in previous roles. Prepare to share examples of how you’ve communicated across different channels and influenced outcomes, showing that you can advocate for the customer while working within a team.
