Customer Resolution Specialist

About this role

The role of a Customer Resolution Specialist is to manage the pipeline of customers who are disputing their invoices. You will work closely with colleagues across the Telematics business to investigate and resolve customer queries and disputes that are preventing payment, supporting both customer satisfaction and business growth. You will also support the management and reporting of our CSAT surveys , capturing customer feedback and identifying opportunities to improve our processes, products and overall customer experience.

Your key responsibilities day to day will be… Achieve daily performance targets, with a focus on outbound activity. Manage and investigate customer disputes from initial request through to resolution. Liaise with customers and internal stakeholders to gather information and reach fair outcomes. Produce regular CSAT reports, highlighting customer feedback, performance trends and key areas of focus. Ensure disputes are resolved within agreed service levels and in line with company policies and procedures.

Identify recurring themes and trends within disputes and customer feedback, escalating opportunities for improvement where appropriate. Maintain accurate records and case notes to support decision-making and reporting. What success looks like: Disputes are resolved within agreed timescales. Reporting is accurate, insightful and delivered on time. Customer feedback is used to drive continuous improvement. Trends and root causes are identified and shared with relevant stakeholders.

Customers receive a professional and consistent experience throughout the dispute resolution process. Positive working relationships are maintained with internal teams and stakeholders. What do we expect of you? Strong customer service skills with the ability to communicate effectively at all levels. Ability to manage difficult conversations, negotiate effectively and overcome objections. Strong problem-solving and decision-making skills.

Ability to prioritise workload and work to deadlines within a fast-paced environment. Excellent communication skills, both written and verbal, with the ability to engage professionally with internal and external stakeholders. Professional approach with strong organisational skills and attention to detail. Proactive, with a positive and hands-on attitude. Ability to remain calm under pressure while consistently meeting deadlines and service levels.