At a Glance
- Tasks: Lead a team to resolve customer issues and drive continuous improvement in the Contact Centre.
- Company: Flexible working with a focus on customer experience and operational excellence.
- Benefits: Competitive salary, great benefits, and opportunities for international travel.
- Other info: Join a dynamic environment with a commitment to continuous improvement and career growth.
- Why this job: Make a real impact by enhancing customer experiences and leading a high-performing team.
- Qualifications: Proven leadership in customer service and strong analytical skills required.
The predicted salary is between 56059 - 68517 £ per year.
- Overview
- Resolution & Improvement Manager
- Location
Flexible - WFH or hybrid at one of our UK offices. Quarterly international travel requried.
- Salary
- Dependent on experience
- Contract permanent & full-time
- Great Benefits
The Role
We are seeking a Resolution & Improvement Manager to lead our Resolution & Improvement Team (RIT), a specialist function responsible for managing complex customer escalations while driving continuous improvement across the Contact Centre.
This role combines operational leadership with a strategic focus on customer experience, service improvement and operational effectiveness.
You will be responsible for ensuring that complex customer issues are resolved efficiently and fairly while using customer insight, operational data and root cause analysis to identify opportunities for improvement.
Success in this role requires strong leadership, analytical capability and stakeholder management skills, along with the ability to translate customer feedback and operational insight into sustainable improvements that enhance customer outcomes and reduce avoidable demand
Key Responsibilities
- Lead, motivate and develop the Resolution & Improvement Team, creating a high-performing and customer-focused culture.
- Manage complex customer enquiries, escalations and specialist casework, ensuring timely and effective resolution.
- Act as the senior escalation point for high-profile, sensitive or business-critical customer cases.
- Drive the Contact Centre Continuous Improvement programme, identifying opportunities to enhance customer experience and operational performance.
- Analyse customer feedback, complaints, colleague insight and operational data to identify trends, root causes and areas for improvement.
- Lead process reviews and root cause analysis activities to reduce repeat contacts and improve First Contact Resolution.
- Partner with operational managers and support functions to implement and embed sustainable service improvements.
- Monitor operational performance, using management information and reporting to drive decision-making and improvement activity.
- Present insights, recommendations and improvement plans to senior stakeholders.
- Build strong relationships across Operations, Workforce Planning, Quality Assurance, Learning & Development and other key business functions.
- Ensure compliance with organisational policies, governance frameworks and regulatory requirements.
- Promote best practice, knowledge sharing and a culture of continuous improvement throughout the Contact Centre
Skills & Experience
- Proven leadership experience within a Contact Centre or Customer Service environment.
- Experience managing complex customer escalations, complaints or specialist casework.
- Track record of delivering operational change and continuous improvement initiatives.
- Strong analytical skills, with experience interpreting operational performance data and identifying trends.
- Experience leading change programmes and embedding service improvements across operational teams.
- Excellent stakeholder management and influencing skills.
- Strong coaching, performance management and team development capability.
- Ability to balance operational delivery with strategic improvement priorities.
- Experience with quality assurance, complaints management or customer journey improvement frameworks is desirable.
- Lean, Six Sigma or other Continuous Improvement qualifications would be advantageous.
- Experience working in a BPO & luxury retail environment would be advantageous.
- Personal Attributes
- Strong leader with the ability to inspire, develop and engage teams.
- Customer-focused with a passion for delivering positive outcomes and service excellence.
- Collaborative approach, building effective relationships across multiple functions and stakeholder groups.
- Analytical and insight-driven, using data to inform decisions and improvements.
- Proactive and solution-oriented with strong problem-solving capabilities.
- Accountable, resilient and comfortable operating in a fast-paced environment.
- Strong communication skills with the ability to influence at all levels of the organisation.
- Committed to continuous improvement and driving positive change.
- #LI-CW1
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Resolution & Improvement Manager employer: TP Group
As a Resolution & Improvement Manager, you will thrive in a dynamic and supportive work environment that prioritises employee growth and development. With flexible working options, including WFH or hybrid arrangements, and the opportunity for quarterly international travel, our company fosters a culture of collaboration and continuous improvement. We offer competitive benefits and a commitment to enhancing customer experiences, making it an excellent place for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Resolution & Improvement Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at TP Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like TP Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Resolution & Improvement Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to TP Group:Your cover letter is your chance to shine! Tell us why you want to work at TP Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at TP Group!
How to prepare for a job interview at TP Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
