Resolution Officer

Location:

South Wales

Engage Services Ltd is part of the Marston Holdings Limited group of companies and works on behalf of many major household names from the utilities sector.

Location:

South Wales

Engage Services Ltd is part of the Marston Holdings Limited group of companies and works on behalf of many major household names from the utilities sector.

Are you ready to make a difference and help reconnect customers with our clients?

Do you thrive on helping people and ensuring they have a positive experience?

Join Our Team as a Resolution Officer!

We reconnect thousands of customers every week, providing a vital service that ensures our clients treat their customers fairly. We are seeking a dedicated Resolution Officer to join our team and make a significant impact in the South Wales area.

As a Resolution Officer, you will visit our client’s customers at their premises - both commercial and residential to re-engage them with our client. Your visits will also include establishing occupier details, confirming meter readings, and providing invaluable information.

This is a full-time role (40 hours per week) that involves regular travel, high mileage, and occasional overnight hotel stays. To support this, we offer either a £2,500 annual vehicle allowance or a company van, strictly for business use.

• Visit commercial and residential premises to reconnect customers with our clients.
• Establish and verify occupier details during visits.
• Confirm accurate meter readings and provide necessary information.
• Identify and appropriately handle all disputes in line with company procedures.
• Proactively work towards all targets set by the company.
• Communicate effectively and professionally with all customers and clients.
• Work within the policies, procedures, aims, objectives, and philosophy of the company.
• Be receptive to coaching and feedback to enhance performance delivery.

• Previous experience in a similar role.
• Ability to interact and communicate effectively and professionally with different people from varying backgrounds and situations.
• Proactive approach towards achieving set targets.
• Flexibility to work in your local area.
• Ability to work alone.
• Customer focussed with ability to identify vulnerabilities.
• Openness to coaching and feedback for continuous improvement.
• Full driving licence and car are desirable for ease of travel within the area.

• 25 days annual leave plus bank holidays
• Competitive salary
• Bonus and car allowance
• Training and Development
• Pension scheme
• Death in service

Here at Marston Holdings everyone is welcome. We have an inclusive workforce that offers employment opportunities whoever you are, wherever you work and whatever you do. We are also bronze award holders of the Armed Forces Covenant and actively encourage applications from Armed Forces personnel, veterans and reservists.

New starters will be subject to clearance through the Disclosure and Barring Service and a County Court Judgment check. In addition, the post holder is expected to keep the Company updated if their personal circumstances change.

INDC