About the Role
Join our team as a Customer Resolution Lead, overseeing complaint resolution, dispute management, collections, and ensuring a high standard of customer support across the full customer journey. This hybrid role requires you to be calm, clear, and customer‑focused while handling sensitive conversations and maintaining accurate records.
Responsibilities
* Act as the first point of contact for customer complaints, enquiries, and general communication.
* Manage and respond to disputes raised via credit reference agency portals, including TransUnion and Equifax.
* Ensure timely, accurate, and compliant handling of all complaints and disputes.
* Maintain daily system updates, keeping customer interactions and actions accurately recorded.
* Conduct regular customer contact via telephone and written communication.
* Prepare, check, and issue debt letters and default notices in line with policy.
* Monitor and maintain customer payment arrangements, ensuring adherence and follow‑up where required.
* Issue settlement quotations accurately and within required timeframes.
* Manage the collections diary and support account recovery activity.
* Provide guidance to customers on termination and repossession processes.
Qualifications
* Experience in a customer service, complaints, or collections role.
* Experience working in a regulated environment (financial services preferred).
* Solid understanding of complaints handling procedures and regulatory expectations.
* Knowledge of collections, arrears management, and credit reference agency processes.
* Awareness of Consumer Duty and fair customer treatment principles.
* Strong verbal and written communication skills, with the ability to handle sensitive conversations.
* Excellent attention to detail in managing records, documentation, and customer data.
* A calm, professional, and resilient approach when handling challenging situations.
* Great organisational skills and the ability to prioritise a varied workload effectively.
* Competence in using internal systems and maintaining accurate data.
Benefits
* 25 days holiday plus bank holidays, with holiday buy‑scheme options.
* 20% discount on Haven and Warner Hotels holidays for you, family and friends.
* Comprehensive wellbeing support.
* Exclusive discounts with corporate partners.
* Learning and development opportunities, including apprenticeships and degrees.
* Enhanced family‑friendly policies and pay (eligibility criteria applied).
Work Environment
Hybrid model – 3 days per week in the Hemel Hempstead office. We value openness, transparency and support a culture of belonging. The role offers flexible working arrangements and opportunities for career growth within a supportive team.
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