About the Role
We are looking for an exceptional Senior Customer Resolution Specialist to join our growing e-commerce business.
This is not a standard customer service role.We are looking for someone with significant experience who is capable of taking ownership of customer enquiries from start to finish, making sound commercial decisions, and resolving issues without requiring constant guidance from management.The successful applicant must have excellent judgement, strong common sense and the confidence to deal with complex situations independently whilst always protecting both the customer experience and the interests of the business.If you require regular supervision or struggle to make decisions independently, this role is not suitable.
Key Responsibilities
- Manage customer enquiries via telephone, email and online messaging platforms.
- Resolve customer issues quickly, professionally and with minimal escalation.
- Investigate and resolve delivery issues, order queries, payment enquiries and product-related questions.
- Process refunds, replacements, exchanges and order amendments in accordance with company procedures.
- Take ownership of complaints and see every case through to completion.
- Liaise with internal departments, suppliers and delivery partners to achieve the best outcome.
- Identify practical, commercially sensible solutions that balance customer satisfaction with company policy.
- Maintain accurate customer records and case notes.
- Ensure customers receive timely updates throughout the resolution process.
- Identify recurring issues and provide recommendations to improve customer experience and internal processes.
- Handle sensitive situations professionally while maintaining a calm and positive approach.
- Support colleagues when required and contribute towards maintaining exceptional customer service standards.
Essential Requirements
We are specifically looking for someone who can demonstrate:
- A minimum of 2 years' customer service experience in a fast-paced environment.
- Proven experience resolving complex customer issues independently.
- Excellent decision-making skills and strong commercial awareness.
- Outstanding written and verbal communication skills.
- The confidence to deal with difficult conversations professionally.
- Exceptional organisational skills with the ability to prioritise multiple cases.
- High levels of accuracy and attention to detail.
- Strong computer literacy and the ability to learn new systems quickly.
- The ability to remain calm under pressure.
- A proactive attitude with the confidence to take ownership rather than simply pass problems to management.
The Ideal Candidate
The successful candidate will be someone who naturally asks:"What is the best solution for both the customer and the business?"They will be trusted to make sensible decisions, take responsibility for their workload and deliver outstanding customer service with minimal supervision.
Benefits
- Company pension
- Employee discount
- On-site parking
Job Type: Full-time
Experience Required: Minimum 2 years customer service experience
Work Location: In person
Pay: £14.00 per hour
Benefits:
- Company pension
- Employee discount
- On-site parking
Experience:
- Customer service: 2 years (required)
Work Location: In person
