Customer Resolution Representative

Customer Resolution Representative

 If you are passionate about improving customer satisfaction through effective complaints management and service improvements then this role is for you!

• Based in Epsom
• Up to £30,000 salary (DOE)
• Monday – Friday, 9am – 5:30pm (hybrid working available after probation)
• Excellent benefits package
• Free parking

 Job Description:

• Serve as the primary point of contact for customer complaints, ensuring they are addressed promptly and professionally to maximize first-contact resolution.
• Conduct thorough investigations into complaints, identify root causes, and draft detailed responses to maintain a fair and consistent approach.
• Create and maintain complaint reports that highlight key trends, recurring issues, and areas for service improvement.
• Perform quality assessments on complaint resolutions and customer interactions to ensure compliance with company standards and regulatory requirements.
• Provide feedback and coaching to Customer Service teams to enhance complaint-handling skills and reduce recurring issues.
• Ensure adherence to Customer First and Consumer Duty principles, embedding best practices in all customer interactions and resolutions.
• Work closely with internal stakeholders to refine processes, streamline complaint handling, and improve the overall customer experience.
• Review and enhance society communications to ensure clarity, accuracy, and compliance with regulatory expectations.
• Analyse complaints data and management information (MI) to derive insights and inform strategic decisions.
• Lead engagement meetings and share best practices with other departments to improve first-contact complaint resolution.

 Person Specification:

• Demonstrated experience in customer service with a strong emphasis on complaint handling and resolution.
• Proficient in data analysis, with the ability to identify trends and generate insightful reports from customer feedback.
• Exceptional written and verbal communication skills, ensuring clear, professional, and effective complaint responses.
• In-depth knowledge of Consumer Duty regulations and customer protection standards.
• Experience in, or a willingness to learn, preparing reports, compiling complaint summaries, and presenting key insights to senior stakeholders.
• Highly detail-oriented with a proactive approach to problem-solving and service improvement.