Job Description
Customer Resolution Specialist
We are hiring a Customer Resolution Specialist to support customers and stakeholders who are trying to connect into a regulated water network, but have hit delays, missing updates, or “black hole” steps where nothing seems to happen after a submission.
This is not a high-volume contact centre role. It is a structured, evidence-led problem-solving role. You will speak with customers (from major contractors and house builders to individual applicants), reconstruct what has happened step-by-step, identify where the process is failing, and report clear findings back to Business Analysts so the underlying issue can be fixed.
Location and working pattern
* Manchester, Bradford or Leeds base
* Hybrid working with client travel as required (Bradford)
What you’ll do
* Speak with customers whose connection journey is stuck and clarify the issue in a structured way
* Reconstruct a clear timeline: what was submitted, when, through which channel, what should have happened, and what actually happened
* Map the journey stages and pinpoint failure points (handoffs, missing information, unclear ownership, system workflow, comms gaps)
* Gather and organise evidence: reference numbers, screenshots, email trails, portal updates and key dates
* Produce Business Analyst-ready case summaries: problem statement, steps-to-reproduce, impact, ownership, recommended fix
* Track recurring themes across cases and provide weekly insight summaries (top blockers by stage)
* Close the loop with customers with clear next steps, owners, and timeframes
What we’re looking for
* Strong customer handling with calm, structured questioning
* Experience resolving complex cases, complaints, disputes, or escalations with high standards of documentation
* Excellent written communication and the ability to produce concise case summaries others can action immediately
* Able to think in processes and handoffs, not just individual calls
* Comfortable working across teams to progress and resolve issues
Useful background (not essential)
* Utilities, infrastructure, construction, or other regulated customer environments
* Familiarity with case management systems, CRM, portals, or workflow tools
* Experience feeding recurring issues back to improve process or customer outcomes
Why join
* Work on customer journeys that directly impact real projects and people
* Clear ownership: investigate, evidence, diagnose, and drive fixes through the BA team
* Opportunity to grow into insight leadership, service improvement, or product/process roles
To apply, send your CV and (optionally) a short example of how you would summarise a stuck case: what happened, what evidence you would request, and how you would report it.