Customer Resolution Specialist

We are looking for a friendly, organised and customer-focused administrator to help deliver excellent service to our customers. Working as part of a team and reporting into the Compliance Manager, this role focuses on being a first point of contact for customer phone calls and emails.

The role is based at the Head Office in Norwich, working on a 4 on/4 off rota basis, covering the following shifts:

Monday - Friday 12:00pm-8:00pm
Saturday - Sunday - 8:00am-6:00pm
What you will be doing for us:

Provide administrative support to the Customer Resolution function, ensuring accurate and timely handling of customer queries
Assist in the ongoing monitoring of lone-working safety processes, including out-of-hours oversight to support compliance
Act as a first point of contact for customer enquiries, delivering a professional and consistent customer experience across all interactions and escalating to the appropriate team
Carry out general administrative duties such as scanning in documents and uploading files to internal platforms
What we are looking for:

Essential:

Previous experience in an administrative, customer service, or customer support role within a fast-paced environment (or strong transferable administrative experience)
Excellent attention to detail with a high level of accuracy in record-keeping
Strong written and verbal communication skills with the ability to engage effectively across all levels
Ability to handle sensitive and confidential information appropriately in line with GDPR and relevant legislation
Strong IT skills, including Microsoft 365 (Word, Excel, Outlook, Teams) and experience using internal systems
What you will receive:

Competitive hourly rate of £13.64 per hour
20 days holiday
Additional day off for your birthday each year
Top Tier Package with Perkbox, our Reward, and Recognition Platform
Fantastic Wellbeing and Employee Assistance Programme provided by Canada Life
Life assurance cover scheme with Canada Life
Group Pension scheme
Free parking
Continuous development environment
Great Places to Work Certified (2024/2025, 2025/2026, 2026/2027)
Living Wage Foundation Member
Benefits:

Company events
Company pension
Employee discount
Free parking
Health & wellbeing programme
Life insurance
On-site parking
Private medical insurance
Only candidates based in UK and eligible to work in UK are allowed