If you’re looking for your next challenge, this could be the perfect opportunity. Join us as a Customer Resolutions Coordinator at our Redditch site.
In this role, you’ll be the first point of contact for both internal and external escalations, taking ownership to ensure timely and effective resolutions for customers and stakeholders. You’ll manage exception issues and play a key role in supporting KPI performance, particularly relating to outstanding work orders.
This is a full-time position, working 40 hours per week across a flexible shift pattern between 7am and 7pm, Monday to Sunday, so a flexible approach is essential.
-
Act as the first point of contact for all internal and external escalations, ensuring enquiries and complaints are resolved in line with key SLAs.
-
Accurately log and maintain tracking references to support reporting and performance analysis.
-
Deliver a professional and courteous service to all stakeholders, in line with Arcus standards and processes.
Manage requests via phone, email, and other channels, responding within agreed KPIs and timescales.
Work as part of a shift rota, including early mornings, evenings, and one weekend day.
-
Collaborate with account management, field teams, planning, and internal departments to resolve escalations effectively.
-
Maintain clear, concise, and accurate system updates, ensuring all progress is documented.
-
Identify recurring issues and provide feedback to support root cause resolution and continuous improvement.
-
Monitor and action daily SLA reports, ensuring work orders are allocated and completed on time.
-
Take ownership of the end-to-end work order lifecycle to ensure successful delivery.
-
Provide feedback on contractor performance to support KPI management and improvement.
-
Accurately record all activity within Arcus systems, using effective triaging to allocate work orders correctly first time.
-
Monitor incoming communications to ensure all requests are actioned and stakeholders kept informed within SLAs.
-
Follow all Arcus procedures to achieve the best outcomes for customers and the business.
-
Liaise with subcontractors and field teams to ensure scheduled works are completed within agreed service levels.
-
Prioritise workload effectively based on business needs, highlighting risks and managing critical tasks.
-
Provide clear and timely updates to senior management and stakeholders on escalations and incidents.
-
Complete incident reports and proactively engage contractors to minimise disruption and restore operations quickly.
Knowledge & Skills
-
Strong administrative and time management skills
-
Effective communication skills, both written and verbal, with the ability to engage a wide range of stakeholders
-
A strong customer service focus, with a commitment to delivering high standards
-
A collaborative team player with excellent interpersonal skills, able to work independently and use initiative
-
Ability to understand the impact of changes and adopt effective working practices
-
Excellent listening skills, with confidence to question and clarify information
-
Proficient in Microsoft Office (Word, Excel, PowerPoint desirable)
-
High level of accuracy and attention to detail
-
Ability to work to deadlines in a fast-paced environment
-
Strong organisational and prioritisation skills
For this role you’ll have experience of working within a fast-paced time pressured customer service role, within any industry and sector!
In return for your hard work we would offer you:
-
Salary: £27,164 per annum, depending on experience
-
4% bonus, subject to achievement of targets
-
25 days annual leave + Bank Holidays.
-
Group personal pension scheme of matched contributions between 5% and 6%
-
Life Assurance
-
Funded Training Sponsorship Scheme
-
Discounts, vouchers, and financial aid programs
At Arcus we are passionate about individual development which is why we are proud to offer industry leading Learning & Development opportunities to all our staff across our organisation
To be considered for this position please submit your application via the 'apply' button.
