Customer Resolution Specialist

Overview

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

• 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

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

• 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

• Company events
• Company pension
• Employee discount
• Free parking
• Health & wellbeing programme
• Life insurance
• On-site parking
• Private medical insurance