Customer Resolution AdvisorSalary: £25,000 – £26,000 (pro rata) 6 month FTCHoliday: 26 days + bank holidays (pro rata)
Are you passionate about delivering exceptional customer service? Do you thrive in a fast-paced environment where empathy, accuracy and professionalism truly matter? Join our client as a Customer Resolution Advisor and play a vital role as the first point of contact for consumers seeking Ombudsman support.
Purpose of the RoleAs the frontline link between consumers and our client, you’ll provide a high-quality, impartial service to internal and external customers. You’ll help customers understand the role of the Ombudsman, determine whether their concerns fall within our terms of reference, and accurately capture the detail of their complaint.With a strong customer-centric approach, you will triage cases effectively, identify vulnerable customers, signpost where appropriate, and help ensure every customer leaves with a positive experience — even in challenging circumstances.
Key Responsibilities
Build rapport with customers to fully understand the nature and complexity of their complaint.Respond to customer enquiries across multiple channels — telephone, email, and written correspondence.Identify emotional or vulnerable customers and respond with sensitivity and appropriate signposting.Use excellent listening, questioning, and analytical skills to determine root causes and triage effectively.Maintain impartiality while displaying empathy and providing clear, accurate information.Ensure high standards of customer service in a busy, target-driven environment, aiming for a “right first time” approach.Manage expectations and signpost customers to relevant external agencies where queries fall outside our remit.Build strong working relationships internally and externally, sharing knowledge and best practice.Embrace change with a flexible, positive approach.Role-model our company values in everything you do.
Qualifications & Knowledge
Proficient in Microsoft Office (Word, Excel, PowerPoint).Proven experience working in a target-driven, customer-focused environment.Demonstrated ability to record information accurately and efficiently.Experience with a contact centre’s complaint handling or consumer relations (desirable).
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