Customer Resolutions Coordinator

About the Role

In this role you will be the first point of contact for all escalations and complaints from internal and external customers. You will manage the end‑to‑end complaint and escalation journey, ensuring resolution within agreed SLAs, while handling requests via calls, emails, or phone. You will maintain detailed system notes, identify root causes, and provide solutions for recurring issues, demonstrating strong organisational, prioritisation, and time‑management skills. • Serve as first point of contact for escalations and complaints from internal and external customers. • Manage end‑to‑end complaint/escalation workflow, ensuring resolution within SLA. • Handle requests via calls, emails, and phone while maintaining accurate system notes. • Identify root causes and propose solutions to recurring issues. • Maintain confidentiality while working with multiple IT systems under tight deadlines. • Work flexible shifts covering 7 am–7 pm across seven days.

Key Responsibilities

• ▸escalation management
• ▸complaint resolution
• ▸customer support
• ▸root cause
• ▸system documentation
• ▸shift coverage

What You Bring

Do you enjoy working on complex and complicated queries? Are you a problem‑solver who enjoys finding quick resolutions? Do you enjoy working within a team? If so, the Customer Resolution Agent role at our Redditch site could be the ideal opportunity for you. We are seeking a confident, self‑motivated, and empathetic individual with excellent communication skills and a strong attention to detail. The successful candidate will be able to handle sensitive, confidential information across multiple IT systems while meeting conflicting deadlines. This is a 40‑hour per week role covering shifts from 7 am to 7 pm across seven days, so flexibility is essential, and prior experience in a fast‑paced, time‑pressured customer‑service environment is required. • Demonstrate strong communication, empathy, and self‑motivation. • Possess prior experience in fast‑paced, time‑pressured customer service.

Requirements

• ▸communication
• ▸empathy
• ▸self‑motivation
• ▸customer service
• ▸problem‑solving
• ▸it systems

Benefits

In return we offer a salary of £26,372 per annum plus a 4 % performance bonus, 25 days of annual leave plus bank holidays, and a pension scheme with 5‑6 % matching contributions. Additional perks include a health cash plan, life assurance, discount vouchers, financial aid programs, and a funded training sponsorship scheme. Arcus also provides industry‑leading learning and development opportunities for all staff. • Receive £26,372 + 4% performance bonus, 25 days leave + bank holidays, pension matching 5‑6%, health cash plan, life assurance, discounts, and funded training.

Work Environment

Office Full-Time