Customer Resolution Specialist
Perm
We are looking for a friendly, organised and customer-focused administrator to help deliver excellent service to our customers. Working as part of a team and reporting into the Compliance Manager, this role focuses on being a first point of contact for customer phone calls and emails.
The role is based at the Head Office in Norwich, working on a 4 on/4 off rota basis, covering the following shifts:
- Monday – Friday 12:00pm-8:00pm
- Saturday – Sunday – 8:00am-6:00pm
What you will be doing for us:
- Provide administrative support to the Customer Resolution function, ensuring accurate and timely handling of customer queries
- Assist in the ongoing monitoring of lone-working safety processes, including out-of-hours oversight to support compliance
- Act as a first point of contact for customer enquiries, delivering a professional and consistent customer experience across all interactions and escalating to the appropriate team
- Carry out general administrative duties such as scanning in documents and uploading files to internal platforms
What we are looking for:
Essential:
- Previous experience in an administrative, customer service, or customer support role within a fast-paced environment (or strong transferable administrative experience)
- Excellent attention to detail with a high level of accuracy in record-keeping
- Strong written and verbal communication skills with the ability to engage effectively across all levels
- Ability to handle sensitive and confidential information appropriately in line with GDPR and relevant legislation
- Strong IT skills, including Microsoft 365 (Word, Excel, Outlook, Teams) and experience using internal systems
What you will receive:
- Competitive hourly rate of £13.64 per hour
- 20 days holiday
- Additional day off for your birthday each year
- Top Tier Package with Perkbox, our Reward, and Recognition Platform
- Fantastic Wellbeing and Employee Assistance Programme provided by Canada Life
- Life assurance cover scheme with Canada Life
- Group Pension scheme
- Free parking
- Continuous development environment
- Great Places to Work Certified (2024/2025, 2025/2026, 2026/2027)
- Living Wage Foundation Member
Benefits:
- Company events
- Company pension
- Employee discount
- Free parking
- Health & wellbeing programme
- Life insurance
- On-site parking
- Private medical insurance
