We are looking to recruit a Product Resolution & Capability Manager to join our Customer Experience Team. This is an exciting role in the business and will give the successful candidate the opportunity to learn and achieve personal growth within a fast paced business.
What’s the opportunity?
The Product Resolution & Capability Manager is responsible for leading the assessment and resolution of complex product-related issues, ensuring fair, balanced outcomes for customers while protecting the interests of the business.
Acting as the company's product subject matter expert, you'll drive product knowledge and capability across customer-facing teams, identifying opportunities to improve products, processes, and customer journeys. By combining product governance, root cause analysis, learning and development, and cross-functional collaboration, you'll help reduce product failures, improve first-contact resolution, and enhance the overall customer experience.
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Lead investigations into product failures, defects and customer-impacting issues.
- Determine fair and appropriate resolutions in line with company policy and customer needs.
- Act as the product subject matter expert, supporting complex customer cases, complaints and escalations.
- Identify recurring product issues and drive root cause analysis and continuous improvement.
- Work collaboratively with Product, Operations, Quality Assurance, Risk, Compliance and Customer Service teams.
- Improve website product content, ensuring product information is accurate and informative.
- Develop product knowledge and capability across customer-facing teams through coaching, guidance and knowledge resources.
- Establish and maintain product knowledge standards and identify training needs through quality monitoring and customer feedback.
- Partner with Contact Centre leaders to improve product confidence and customer outcomes.
- Support new product launches by ensuring customer-facing teams have the knowledge and resources to support customers effectively.
- Build strong relationships with internal and external stakeholders to ensure quality, compliance and continuous improvement.
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Extensive knowledge of upholstery manufacturing, materials, construction methods and product quality standards.
- Experience investigating complex product issues, identifying root causes, and managing customer complaints and technical resolutions.
- Strong analytical skills with the ability to interpret data and identify trends to support continuous improvement.
- Excellent communication and stakeholder management skills, with the ability to explain technical information to a range of audiences and influence across multiple business functions.
- Highly organised, with the ability to manage multiple priorities and work independently across different sites.
- Experience working within a large, multi-site retail or manufacturing environment.
- Proficient in Microsoft Excel, PowerPoint and data visualisation tools such as Power BI or Tableau.
- Full UK driving licence and willingness to travel when required.
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33 days holidays including bank holidays
- Car Allowance
- Employee benefits platform – access to 100s of high street discounts and more – holiday discounts, gym discounts, cinema discounts, e-vouchers, cashback and more!
- Colleague Discount
- Enhanced Maternity, Paternity and Adoption Leave
- Access to our dedicated Employee Assistance Programme – to give you free access to advice and information on a range of topics
- Virtual GP – Access to a GP service 24/7
- Salary finance scheme
- Pension Scheme
- Death in Service
- Life assurance
poltronesofà at ScS brings authentic Italian comfort and craftsmanship to homes across the UK. With over 30 years of heritage, poltronesofà is renowned for beautifully designed, handcrafted sofas and armchairs made with care, quality materials, and attention to detail.
Our success is built on our people, with over 1,000 colleagues across 100 stores, distribution centres and support teams in the UK.
At poltronesofà, we are committed to fostering an inclusive and equitable workplace where everyone feels valued and respected. We believe that diversity in our workforce strengthens our company, sparks innovation, and drives success.
We welcome applications from individuals of all backgrounds, including but not limited to race, ethnicity, gender, age, religion, disability, sexual orientation, and veteran status. Our aim is to create a supportive environment where every team member has the opportunity to reach their full potential and contribute to our shared goals.
If you’re passionate about great service and want to be part of bringing authentic Italian comfort to UK homes, we encourage you to apply and join us on our mission to make a difference.
Stage 1: Applied
Stage 2: Review
Stage 3: Interview
Stage 4: Hired
