Customer Resolution Supervisor

Description:

Pertemps are recruiting on behalf of our client for a Customer Resolution Supervisor to take ownership of a specialist team handling high-level customer escalations, payment disputes, refunds, chargebacks and warranty claims.

This is an opportunity for someone who enjoys being at the heart of the action. Someone who can support their team through challenging cases, build strong relationships across a business, and find smarter ways of working when processes need improving.

What you'll be responsible for:

You'll be the person your team turns to when a case isn't straightforward.

From executive complaints and warranty claims to payment disputes and complex customer situations, you'll provide guidance, make informed decisions and ensure every issue is handled professionally and fairly.

Alongside this, you'll be responsible for developing and motivating a team of Resolution Advisors, helping them build confidence, capability and expertise.

You'll also have the chance to influence wider business improvements by identifying recurring issues, challenging outdated processes and helping create a better customer experience from start to finish.

We're keen to speak to people who:
Have experience leading a customer service, complaints, resolutions or escalations team
Enjoy coaching and developing others
Are comfortable making difficult decisions when the situation requires it
Have handled complex customer cases and know how to balance empathy with commercial awareness
Can build positive relationships with stakeholders at all levels
Thrive in a fast-paced environment where priorities can shift quickly
Use data, KPIs and insight to drive team performance

Why consider this opportunity?

This isn't a role where you'll simply manage a team and report on numbers.

You'll have the opportunity to shape how customer issues are resolved, influence service improvements and play a key role in delivering the standards customers expect.

What's on offer?
Competitive salary
Temp-to-perm opportunity
Pension scheme
Employee discounts
Cycle to Work scheme
Long service awards
Monday-Friday working hours
Supportive and collaborative team environment

If you're a people-focused leader who enjoys solving problems, improving processes and helping teams perform at their best, we'd love to hear from you.

APPLY today or contact Chelsea Goodman in the Pertemps Devon & Cornwall branch