Customer Resolution Specialist

Customer Resolution Specialist

We are hiring a Customer Resolution Specialist to support customers and stakeholders who are trying to connect into a regulated water network, but have hit delays, missing updates, or “black hole” steps where nothing seems to happen after a submission. This is not a high-volume contact centre role. It is a structured, evidence‑led problem‑solving role. You will speak with customers (from major contractors and house builders to individual applicants), reconstruct what has happened step‑by‑step, identify where the process is failing, and report clear findings back to Business Analysts so the underlying issue can be fixed.

• Manchester, Bradford or Leeds base
• Hybrid working with client travel as required (Bradford)

• Speak with customers whose connection journey is stuck and clarify the issue in a structured way
• Reconstruct a clear timeline: what was submitted, when, through which channel, what should have happened, and what actually happened
• Map the journey stages and pinpoint failure points (handoffs, missing information, unclear ownership, system workflow, comms gaps)
• Gather and organise evidence: reference numbers, screenshots, email trails, portal updates and key dates
• Produce Business Analyst‑ready case summaries: problem statement, steps‑to‑reproduce, impact, ownership, recommended fix
• Track recurring themes across cases and provide weekly insight summaries (top blockers by stage)
• Close the loop with customers with clear next steps, owners, and time frames

• Strong customer handling with calm, structured questioning
• Experience resolving complex cases, complaints, disputes, or escalations with high standards of documentation
• Excellent written communication and the ability to produce concise case summaries others can action immediately
• Able to think in processes and handoffs, not just individual calls
• Comfortable working across teams to progress and resolve issues

• Utilities, infrastructure, construction, or other regulated customer environments
• Familiarity with case management systems, CRM, portals, or workflow tools
• Experience feeding recurring issues back to improve process or customer outcomes

• Work on customer journeys that directly impact real projects and people
• Clear ownership: investigate, evidence, diagnose, and drive fixes through the BA team
• Opportunity to grow into insight leadership, service improvement, or product/process roles