Job description

At Customer Resolutions, we’re passionate about delivering a brilliant service. Every complaint is more than a challenge, it’s an opportunity to learn, improve, and make things right for our customers. When something goes wrong, we put it right. And when we see an opportunity to prevent it happening again, we take it!

As a Specialist Service Consultant, you’ll play a vital role in shaping an exceptional experience for every customer. If you genuinely care about people, love listening, and thrive on solving problems, this could be the perfect role for you. We’re looking for curious, confident individuals who can understand what has happened and work with customers to reach the right outcome - first time, every time.

We are currently recruiting UK-wide for our next induction date of the 20th July. Although we are recruiting for our primary site locations, we would also welcome applications from talented colleagues who work remotely and require the support of a hybrid exception.

If you are internal and have experience handling complaints within the 3-business day process, we’d love to hear from you.

The initial training will last 3 weeks. It’s essential to ensure you are set up for success, so no time off will be permitted during this time. Whether you’re new to Customer Resolutions or bring experience, this training is key to your development, so this phase will include 4 face-to-face days per week at designated locations. Expenses will be covered if travel is required.

Travel to one of our sites may also be required during your day-to-day role, but we’ll always provide plenty of notice and will again cover any necessary expenses.

Typical working hours for this role are 9am-5pm, Monday to Friday.

At [Employer hidden — sign up to reveal], we offer hybrid working wherever possible. More rewarding relationships are supported through our hybrid approach, bringing colleagues together across our UK-wide estate, whilst also supporting generous access to home working. We value our time in the office to solve problems, to learn, and to feel connected.

For this job, you'll be located at our nearest regional hub. There will be a need to regularly connect with colleagues for collaboration events in one of our office sites. This is expected to be once quarterly at one of our office sites. If your application is successful, your hiring manager will provide further details on how this works.

If we receive a high volume of relevant applications, we may close the advert earlier than the advertised date, so please apply as soon as you can.

What you’ll be doing

This is an agile role within Customer Resolutions, meaning you’ll support different areas of Operations as needed. While your primary focus will be Complaints Handling, you may also work in areas such as Training & Competency or Customer Data Operations.

• Handle complaints received through multiple channels: phone, web chat, or in a branch
• Take ownership of resolving complaints – speak to the customer, investigate the issue, understand the experience, and make fair, informed decisions
• Manage your own worklist, prioritising effectively to meet regulatory timescales
• Share ideas and help shape the future of our service

About you

As a minimum requirement, you’ll have:

• Proven experience in assessing customer needs, interpreting policy, and making informed decisions
• The ability to support colleagues with complex queries
• Experience of financial services complaint handling or complaint handling in another regulated industry
• Strong customer service, telephony, administrative, and IT skills
• Outstanding communication skills, written and verbal, with the ability to handle sensitive situations and provide clear guidance
• Experience thriving in a fast-paced, changing environment
• Excellent planning and organisational skills to manage multiple priorities

Our customer first behaviours:

• Feel what customers feel - We step into our customers’ shoes
• Say it straight - We are brave in speaking out
• Push for better - We don’t settle for mediocrity
• Get it done - We prioritise what will have the greatest impact

The extras you’ll get

• 25 days holiday, pro rata
• Access to private medical insurance
• A highly competitive pension
• Access to an annual performance-related bonus
• Training and development
• A great selection of additional benefits through our salary sacrifice scheme
• Life assurance
• Wellhub – access to health and wellness
• Up to 2 days of paid volunteering a year

Banking – but fairer, more rewarding, and for the good of society

We forge our own path at [Employer hidden — sign up to reveal]. As a mutual, we’re owned by our members. We challenge the financial sector status quo. We don’t see customers as the engine of our own profit. We share our profits with them and put their needs first.

What to do next

If this role is for you, please click the ‘Apply Now’ button. You’ll need to attach your up-to-date CV and answer a few quick questions for us. Once we’ve received your application successfully, we will invite you to the first stage; our online assessments! Within a few hours you’ll receive a link to your unique candidate hub – here we’ll ask you to complete some online assessments within 48 hours of applying; these include a situational judgement test, checking and numerical assessments.