Complaint Resolution Specialist

Northampton

£28,813

Full Time Monday - Friday

Are you a natural problem solver with a passion for turning challenges into positive outcomes? Do you thrive in high-pressure situations and have a knack for resolving disputes with professionalism and empathy?

As a Resolution Specialist, you'll play a key role in managing and resolving complex customer complaints, ensuring fair and timely solutions while maintaining the company's reputation. You'll be the go-to person for handling high-impact cases. Apply now to discuss this great opportunity with market leading client in Northampton.

Key Duties:

Investigating and resolving escalated customer complaints, ensuring fair outcomes.
Acting as a liaison between customers and internal teams to facilitate solutions.
Handling high-impact cases, including press complaints and legal disputes.
Managing financial disputes such as Section 75 claims and expiring finance cases.
Supporting customers who have escalated complaints to the Furniture and Home Improvement Ombudsman (FHIO).
Providing clear and professional communication throughout the complaint resolution process.
Identifying trends in complaints and recommending process improvements. 

The Ideal Candidate:

Experience in dispute resolution, conflict management, or customer service (1-2 years preferred).
Strong problem-solving and negotiation skills - you know how to turn a tough situation around!
Ability to stay calm under pressure and manage sensitive conversations with professionalism.
Excellent written and verbal communication skills - clear, empathetic, and confident.
Experience with CRM systems and Google tools.
A keen eye for identifying root causes and process improvements