About the Role:
At Konduce Business Solutions, we help organisations solve complex customer and operational challenges through practical business solutions. We combine customer insight, technology, data, and operational expertise to improve how businesses respond to issues, manage service delivery, and build stronger customer relationships. We are looking for a Principal Customer Resolution Consultant who can take ownership of complex customer resolution programmes and help shape scalable approaches to service improvement. You will work across customer operations, technology, and business teams to identify root causes, resolve high impact issues, and establish processes that improve the overall customer experience.
Why Work With Us?
The Environment: Our London Bridge office provides a collaborative setting close to one of Londons major business and commercial communities. We value clear communication, practical problem solving, and a working environment where experienced professionals can make a measurable impact.
Customer Impact: Your work will directly influence how organisations identify, manage, and prevent recurring customer issues. You will have the opportunity to improve processes rather than simply resolving individual cases.
Modern Approach: We use customer insights, operational data, workflow tools, and digital platforms to understand service problems and develop sustainable solutions.
Growth: We support professional development through structured learning, industry events, knowledge sharing, and opportunities to work across complex customer transformation projects.
Key Responsibilities:
Customer Resolution Strategy: Lead the development and implementation of resolution strategies for complex or high impact customer issues. Identify recurring problems and establish practical solutions that improve resolution outcomes.
End to End Resolution: Manage complex customer cases from investigation and root cause analysis through resolution, documentation, and follow up. Ensure issues are handled consistently and within agreed service standards.
Process Improvement: Analyse customer service processes and identify opportunities to reduce recurring complaints, delays, escalations, and operational friction.
Cross Functional Collaboration: Work closely with customer operations, product, technology, compliance, and business teams to resolve issues that require coordinated action across multiple functions.
Team Guidance: Provide guidance and mentoring to customer resolution specialists and experienced service professionals. Share best practices and help improve the quality and consistency of resolution processes.
Stakeholder Management: Present complex customer issues, findings, and recommendations to senior stakeholders. Communicate clearly and constructively when dealing with sensitive or high impact situations.
Customer Insight: Use customer feedback, service data, case trends, and operational metrics to identify patterns and recommend improvements that strengthen the overall customer experience.
What We Are Looking For:
Experience: 6+ years of experience in customer resolution, customer operations, service management, customer experience, complaints management, or a related field, with demonstrated experience handling complex cases and operational improvements.
Leadership Experience: Experience providing guidance, mentoring, or functional leadership to customer service or operations professionals. Formal people management experience is useful but not essential.
Analytical Skills: Strong ability to investigate complex issues, identify root causes, interpret operational data, and translate findings into practical recommendations.
Communication: Excellent written and verbal communication skills, with the confidence to communicate with customers, internal teams, and senior stakeholders.
Problem Solving: You are structured, pragmatic, and comfortable making decisions when dealing with incomplete information or competing priorities.
Customer Mindset: You understand that effective resolution is more than closing a case. You focus on identifying the underlying problem and creating solutions that prevent the same issue from happening again.
Pay: £6,389.00-£7,000.00 per month
Work Location: In person
