Resolution Specialist – Team Leader
On-siteBolton, England, United Kingdom
Job Summary
Lead the Resolution Specialist team by investigating complex customer and operational issues, negotiating solutions, and authorizing high-value credits and refunds. Mentor staff through KPI reviews and coaching sessions while ensuring adherence to business rules, regulations, and procedures. Manage quality logs, monitor reporting and collections, and lead process improvement initiatives alongside weekly operational meetings. Collaborate cross-functionally with Warehouse, Transport, Finance, Sales, and Technical support to resolve escalations. Maintain 8x8 and IT escalation management support. Ensure closure rates meet targets: 20% within one day, 26% within three days, and 40% within ten days. Drive supplier relationship management for RMAs, credits, and stock replenishment.
Required Qualifications
- 12 months experience
- Familiar with working across multiple functions
- Proven KPI achievement
- Experience handling escalations and complaints
- UK Citizenship
- Proficient in Microsoft Office
- BI Reporting
- Excellent telephone techniques
- Excellent Customer Service
Desired Qualifications
- SOP/RM System proficiency - preferred
- Innovative thinking
- Positive attitude
- Great communicator
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