Why Join Us
If you’re looking for your next challenge, this could be the perfect opportunity. Join us as a Customer Resolution Agent 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.
What You'll Be Doing
1. Act as the first point of contact for all internal and external escalations, ensuring enquiries and complaints are resolved in line with key SLAs.
2. Accurately log and maintain tracking references to support reporting and performance analysis.
3. Deliver a professional and courteous service to all stakeholders, in line with Arcus standards and processes.
4. Manage requests via phone, email, and other channels, responding within agreed KPIs and timescales.
5. Work as part of a shift rota, including early mornings, evenings, and one weekend day.
6. Collaborate with account management, field teams, planning, and internal departments to resolve escalations effectively.
7. Maintain clear, concise, and accurate system updates, ensuring all progress is documented.
8. Identify recurring issues and provide feedback to support root cause resolution and continuous improvement.
9. Monitor and action daily SLA reports, ensuring work orders are allocated and completed on time.
10. Take ownership of the end-to-end work order lifecycle to ensure successful delivery.
11. Provide feedback on contractor performance to support KPI management and improvement.
12. Accurately record all activity within Arcus systems, using effective triaging to allocate work orders correctly first time.
13. Monitor incoming communications to ensure all requests are actioned and stakeholders kept informed within SLAs.
14. Follow all Arcus procedures to achieve the best outcomes for customers and the business.
15. Liaise with subcontractors and field teams to ensure scheduled works are completed within agreed service levels.
16. Prioritise workload effectively based on business needs, highlighting risks and managing critical tasks.
17. Provide clear and timely updates to senior management and stakeholders on escalations and incidents.
18. Complete incident reports and proactively engage contractors to minimise disruption and restore operations quickly.
What We're Looking For
Knowledge & Skills
19. Strong administrative and time management skills
20. Effective communication skills, both written and verbal, with the ability to engage a wide range of stakeholders
21. A strong customer service focus, with a commitment to delivering high standards
22. A collaborative team player with excellent interpersonal skills, able to work independently and use initiative
23. Ability to understand the impact of changes and adopt effective working practices
24. Excellent listening skills, with confidence to question and clarify information
25. Proficient in Microsoft Office (Word, Excel, PowerPoint desirable)
26. High level of accuracy and attention to detail
27. Ability to work to deadlines in a fast-paced environment
28. 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:
29. Salary: £27,164 per annum, depending on experience
30. 4% bonus, subject to achievement of targets
31. 25 days annual leave + Bank Holidays.
32. Group personal pension scheme of matched contributions between 5% and 6%
33. Life Assurance
34. Funded Training Sponsorship Scheme
35. 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.
Requisition ID
2026-8877
36. Act as the first point of contact for all internal and external escalations, ensuring enquiries and complaints are resolved in line with key SLAs.
37. Accurately log and maintain tracking references to support reporting and performance analysis.
38. Deliver a professional and courteous service to all stakeholders, in line with Arcus standards and processes.
39. Manage requests via phone, email, and other channels, responding within agreed KPIs and timescales.
40. Work as part of a shift rota, including early mornings, evenings, and one weekend day.
41. Collaborate with account management, field teams, planning, and internal departments to resolve escalations effectively.
42. Maintain clear, concise, and accurate system updates, ensuring all progress is documented.
43. Identify recurring issues and provide feedback to support root cause resolution and continuous improvement.
44. Monitor and action daily SLA reports, ensuring work orders are allocated and completed on time.
45. Take ownership of the end-to-end work order lifecycle to ensure successful delivery.
46. Provide feedback on contractor performance to support KPI management and improvement.
47. Accurately record all activity within Arcus systems, using effective triaging to allocate work orders correctly first time.
48. Monitor incoming communications to ensure all requests are actioned and stakeholders kept informed within SLAs.
49. Follow all Arcus procedures to achieve the best outcomes for customers and the business.
50. Liaise with subcontractors and field teams to ensure scheduled works are completed within agreed service levels.
51. Prioritise workload effectively based on business needs, highlighting risks and managing critical tasks.
52. Provide clear and timely updates to senior management and stakeholders on escalations and incidents.
53. Complete incident reports and proactively engage contractors to minimise disruption and restore operations quickly.
Knowledge & Skills
54. Strong administrative and time management skills
55. Effective communication skills, both written and verbal, with the ability to engage a wide range of stakeholders
56. A strong customer service focus, with a commitment to delivering high standards
57. A collaborative team player with excellent interpersonal skills, able to work independently and use initiative
58. Ability to understand the impact of changes and adopt effective working practices
59. Excellent listening skills, with confidence to question and clarify information
60. Proficient in Microsoft Office (Word, Excel, PowerPoint desirable)
61. High level of accuracy and attention to detail
62. Ability to work to deadlines in a fast-paced environment
63. 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:
64. Salary: £27,164 per annum, depending on experience
65. 4% bonus, subject to achievement of targets
66. 25 days annual leave + Bank Holidays.
67. Group personal pension scheme of matched contributions between 5% and 6%
68. Life Assurance
69. Funded Training Sponsorship Scheme
70. 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.