We’re on a mission to deliver exceptional service to small businesses across the UK, and we’re looking for a Resolution Excellence Specialist to help us do just that. If you’re passionate about customer care, thrive in fast-paced environments, and love solving problems, this is your chance to make a real impact. You’ll be the go-to expert for resolving escalated customer issues across our telecoms and utilities products, ensuring every interaction ends with a satisfied customer and a strengthened relationship. What we want you to do Take full ownership of escalated customer complaints from frontline teams and digital channels (email, WhatsApp, Trustpilot, Google). Resolve issues efficiently, balancing customer satisfaction with commercial outcomes. Craft thoughtful responses to online reviews that reflect our commitment to service excellence. Promote digital self-service tools and additional products while helping customers manage outstanding balances. Support customers in financial difficulty with empathy and practical solutions. Keep systems and CRM records accurate and up to date. Ensure all activity complies with GDPR, regulatory standards, and internal quality policies. Collaborate with internal teams to improve processes and training materials. Provide feedback to drive continuous improvement. Champion a positive, engaged team culture focused on development and excellence. What success in the role looks like Consistently meet monthly productivity and performance targets. Deliver service aligned with Clear Business’s values and quality standards. Receive positive feedback from internal teams and external partners. Be recognised as a trusted, collaborative colleague. What you need to have already done to be right for this role Proven experience in a high-volume B2B customer service role. Collections or utilities experience is a plus, but not essential. Strong understanding of B2B customer care and regulatory requirements. Familiarity with CRM and lead management systems. Working knowledge of Microsoft Office and data protection compliance. Skills A natural problem-solver with a passion for helping others. Self-motivated and able to manage your own workload effectively. Confident communicator with a friendly, professional approach. A true team player who lifts others up. Detail-oriented and highly organised. Curious, driven, and always looking to improve. Resilient and focused, especially in a performance-driven environment. Our Story At Clear Business, we exist to make life easier for small businesses and more fulfilling for the people who work here. For over 20 years, we’ve been one of the UK’s leading providers of essential services, offering a unique one-stop solution across Phone, Broadband, Mobile, Water, Gas, Electricity, Payment Services and Insurance. Our journey has been shaped by innovation, customer focus and the passion of our colleagues. Along the way, we’ve earned recognition, including Investors in People, The Northern Contact Centre Awards, Learning at Work Week Awards and, most recently, the ‘One to Watch’ award from Best Companies, a fantastic reflection of our culture and commitment to excellence. In return for your hard work, you’ll get Your core benefits: At Clear Business, we know great people make a great company. That’s why we offer a benefits package designed to help you thrive personally and professionally. Pension contributions and life assurance coverage to support your future and protect what matters most. 25 days’ annual leave, increasing to 28 days with service. Your birthday off every year – because you deserve it. Flexibility to buy up to 10 extra holidays or sell up to 5 days annually. Exclusive discounts at popular high street and online retailers. Cycle to work scheme and travel loans for people wanting a greener commute. Access to LinkedIn Learning. Wellbeing & support: 24/7 access to a GP, mental health support and fitness programmes. Free legal and financial advice. A strong focus on wellbeing, supported by resources to help you feel your best. The important extras: Hybrid working - up to three days a week from home. Charity fundraising and volunteering opportunities Fantastic on-site facilities, including a free gym and free parking. A full-time, permanent contract (37.5 hours per week). No weekends and every bank holiday off. What happens next If you’re ready for a new challenge with great benefits and a supportive, award-winning company, we’d love to hear from you. Click ‘Apply’ today and take the next step in your career with Clear Business. Across Clear Business, we’re passionate about creating an inclusive team and celebrating our diversity. We want talented people with great skills and matching values to join our teams. All successful candidates will be subject to pre-employment checks. Please note: this vacancy may close early if we receive a high volume of suitable applications. LI-JC1