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///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