Job Title: Resolution Specialist Department: Customer Services Reports to: Head of Customer Services & Order Processing Location: Bolton/ Hybrid About Us Segen Ltd, the UK’s largest wholesale distributor of Solar PV, Energy Storage, and EV Charging products, has been driving the transition to clean technology since 2004. Now part of the Labora Group, with a turnover exceeding £300m, we support commercial and residential installers across the UK and Europe with our industry-leading portal, design tools, and service. Our Mission To enable renewable energy generation for every home and business worldwide. Every action we take contributes to a more sustainable future. The Job As our resident Resolution Specialist, you’re the ultimate fixer. When things go off-track, you step in to investigate the 'why,' negotiate the 'how,' and save the day with creative solutions that keep our customers smiling. As Resolution Specialist, you will follow Segen’s business rules, regulations & policies while ensuring customers are kept up to date on the progress of their issues. You will be the: Inbox Guardian: Own the Customer Service and Debit Note hubs, triaging incoming requests and ensuring no query is left behind Returns Strategist: Master the returns spreadsheet, chasing down updates and keeping the logistics engine humming The Voice of the Brand: Step up to the plate on customer calls, turning frustrations into "thank yous" through expert de-escalation Tech Guru: Navigate our bespoke internal software to accurately map out and log every customer journey Rapid Responder: Race against the clock to review new Quality Logs within 60 minutes, staying one step ahead of the business Lead Investigator: Channel your inner detective to dig into the "why" behind every complaint and find the root cause The Solutions Architect: Decide the best path forward—whether that’s fast-tracking a replacement, orchestrating a return, or booking a bespoke collection Project Closer: Take full ownership of every case, seeing it through from the first "hello" to a successful resolution Strategic Escalator: Know exactly when to escalate by briefing the Customer Resolution Manager on high-stakes cases Customer Champion: Act as the dedicated point of contact, keeping customers in the loop so they never have to wonder "what’s next?" Rate Closure: Ensure the closure rate is kept below these parameters: Closed within 1 day – 20% Closed within 3 days – 26% Closed within 10 days – 40% Experience & Qualifications: High level of experience in customer services and ability to deal with complexity Familiar with working across multiple functions and departments Job Competencies – Technical Proficient in Microsoft Office and comfortable and open to learning new technologies Ability to adapt communication styles and deal with customers in a pragmatic, and professional manner. Excellent telephone techniques Excellent Customer Service SOP/RM System proficiency (desirable) Creative problem solver Job Competencies – Behaviours Communicator-in-Chief: Speak clearly, write smartly, and listen with heart. Deal-Maker: Skilled at finding common ground and building solid relationships. Efficiency Expert: You own your schedule and never miss a detail. Flexible Fixer: Agile, helpful, and always putting the customer first. Guardian of the Rules: You know the "how" and "why" of our business policies inside and out. Pro Colleague: You know the secret sauce to great office vibes and teamwork. Customer Champion: Dedicated to the user and a rockstar teammate. What We Offer 25 days holiday Uncapped commission EV car scheme Pension & life assurance Cycle to Work scheme Discounted products Employee Assistance Programme Ongoing career development Staff events and surprises At Segen, we are committed to fostering an inclusive and diverse workplace where every individual feels valued, respected, and empowered to bring their authentic selves to work. We believe that diversity drives innovation and creativity, and we actively seek to build on our already inclusive culture. We welcome applications from candidates of all backgrounds, race, national or ethnic origin, colour, religion, age, sex, sexual orientation, gender identity or expression, marital status, family status, genetic characteristics, disability. We are dedicated to creating equal opportunities for all, and we encourage candidates from underrepresented groups to apply. Join us in shaping a workplace where diversity is celebrated, and everyone can thrive. Join us and help shape the future of clean energy – one installation at a time.