Customer Resolution Lead

About The Role

Contract type: Permanent

Hours: Full-time, 35 hours

Location: Head Office, Nottingham (Hybrid working, minimum 2 days per week)

Are you passionate about delivering exceptional customer outcomes and turning challenges into positive experiences? We’re looking for a Member Resolution Lead to play a key role in ensuring every customer voice is heard and acted on.

In this role, you’ll take ownership of customer complaints from start to finish, investigating issues across a variety of customer journeys and delivering fair, timely, and compliant resolutions. You won’t just resolve problems—you’ll help shape better experiences.

• Manage and triage inbound complaints, ensuring timely logging and resolution
• Investigate issues thoroughly, collaborating with stakeholders to deliver fair and compliant outcomes
• Handle complex and sensitive cases (e.g. bereavement, POA) with care and professionalism
• Respond to multi‑channel enquiries, including Ombudsman cases
• Act as a customer advocate, providing expert guidance and coaching across the business
• Share insights and trends to drive continuous improvement in processes and customer experience
• Support branch and internal teams with complaint resolution and best practice
• Contribute to performance reporting and operational efficiency
• Ensure all activities align with regulatory, risk, and compliance frameworks

• Strong understanding of delivering excellent customer experience
• Confident communicator across multiple channels
• Experience handling sensitive cases and vulnerable customers (e.g. bereavement, POA)
• Highly detail‑oriented with a strong investigative mindset
• Organised and able to prioritise effectively in a fast‑paced environment
• Strong stakeholder engagement and collaboration skills
• Proactive problem‑solver with the ability to use initiative
• Good working knowledge of FCA principles, Consumer Duty, and DISP
• Understanding of the Financial Ombudsman complaints process
• Awareness of industry best practice in complaint handling
• Competent in using IT systems and tools

• A fair and competitive salary evaluated against market data, annual discretionary bonus scheme, Medicash healthcare scheme, 29 days annual leave plus bank holidays and enhanced family leave.
• Commitment and dedication to your ongoing personal and professional development. We help you to own and grow your potential so you can be at your best in your current role and to support your future career aspirations.
• For all full‑time roles we work a 35‑hour working week to promote a work/life balance, we want you to be at your best inside and outside of work.
• A friendly and inclusive culture where teams genuinely strive to do the right thing by their colleagues and our customers.
• A strong sustainability agenda – we’re continually finding new ways to be kinder to the environment by reducing our carbon footprint.
• We’re passionate about giving back to the communities in which we serve as well as supporting local charities as part of the Samuel Fox Foundation. One of the many ways you can get involved is to use the 2 days per year paid leave to volunteer for causes or charities that are important to you.
• Your health and wellbeing is our priority, we encourage this through a suite of support resources, including a team of trained mental health first aiders.