Customer Resolutions Advisor

Does this sound like you?

You're the person the team turns to when things get complicated. You don't shy away from a challenging conversation – you lean into it, bringing calm, clarity, and genuine care to every interaction. You know your stuff when it comes to regulated products, you hold yourself to a high standard, and you're motivated by getting to the right answer, not just the quickest one.

If handling complex cases, working with suppliers, and making a real difference to customers in difficult situations sounds like your kind of day, read on.

Hybrid | 6 Month FTC

You're the person the team turns to when things get complicated. You don't shy away from a challenging conversation – you lean into it, bringing calm, clarity, and genuine care to every interaction. You know your stuff when it comes to regulated products, you hold yourself to a high standard, and you're motivated by getting to the right answer, not just the quickest one.

If handling complex cases, working with suppliers, and making a real difference to customers in difficult situations sounds like your kind of day, read on.

As our Customer Resolutions Advisor, you're the escalation point for our most complex, regulated, and sensitive customer queries. You'll own tickets from start to resolution, liaise with third-party suppliers, and apply your product and compliance knowledge to deliver fair, accurate outcomes, particularly across salary sacrifice schemes such as home and electronics, cycle to work, and other regulated benefits.

• Own escalated customer tickets through to resolution, maintaining professionalism even in the trickiest of situations
• Handle complaints in line with company policy and regulatory requirements, ensuring customers are treated fairly and outcomes are communicated clear
• Liaise with third-party suppliers to investigate and resolve disputes, fulfilment issues, and outstanding queries
• Recognise and appropriately support vulnerable customers, escalating where needed
• Confidently guide customers through regulated product conversations, recommending the right next steps
• Document all regulated interactions accurately and in line with compliance standards
• Contribute to a culture of continuous improvement, sharing insights from complex cases and providing feedback on AI agent resolutions
• Meet agreed KPIs including complaint resolution times, CSAT, and regulatory compliance metrics
• Work shift patterns between 8am and 6pm Monday to Friday, with rotational weekend shifts between 8am and 2pm

• A genuine passion for delivering outstanding customer experiences, even when it's complicated
• Excellent written and verbal communication skills, including the ability to explain regulated topics clearly and accessibly
• Strong problem-solving ability and sound judgement when handling sensitive or escalated cases
• Empathy, patience, and professionalism – particularly when supporting customers in vulnerable situations
• A solid understanding of, or real willingness to learn, regulated benefit schemes such as salary sacrifice
• The ability to consistently meet KPIs while maintaining quality and compliance

• Experience in a 2nd line, escalations, or complaints handling role
• Knowledge of salary sacrifice schemes, regulated consumer products, or financial services
• Experience liaising with third-party suppliers or partners to resolve customer issues
• Familiarity with support platforms such as Intercom or Zendesk
• An understanding of FCA regulations or Consumer Duty obligations
• Experience supporting vulnerable customers

Perkbox is the employee experience platform built to care for, connect with, and celebrate…