Customer Resolutions Coordinator

Customer Resolution Agent – Redditch

Do you enjoy working on complex and complicated queries? Are you a problem‑solver who enjoys finding quick resolutions? Do you enjoy working within a team? Yes? Then we may have the ideal role for you working as our Customer Resolution Agent at our Redditch site.

• Act as the first point of contact for all escalations and complaints for internal and external customers.
• Manage the end‑to‑end work order complaint/escalation journey, ensuring it is resolved within the agreed SLAs.
• Receive, respond to and manage requests via various channels such as calls, emails and phone.
• Update all systems with relevant notes and progress updates, enabling colleagues to pick up and run with the work.
• Identify root causes and provide solutions to recurring issues, maintaining a high level of customer service.
• Handle sensitive and confidential information across multiple IT systems whilst working with conflicting deadlines.

• Excellent communication, organisational and prioritisation skills.
• Exceptional administrative and time‑management abilities.
• Attention to detail and a strong focus on achieving a high level of customer service.
• Confident, self‑motivated, empathetic and solution‑focused individual.
• Experience of working within a fast‑paced, customer‑service role in any industry and sector.

• Salary: £26,372 per annum, depending on experience.
• 4% bonus, subject to achievement of targets.
• 25 days annual leave plus Bank Holidays.
• Group personal pension scheme with matched contributions between 5% and 6%.
• Life Assurance Funded Training Sponsorship Scheme.
• Discounts, vouchers, and financial aid programmes.
• Industry‑leading Learning & Development opportunities across the organisation.

Proud member of the Disability Confident employer scheme.