Job Title: Complaints Resolution Specialist
Location: Harrogate
Salary: £26,000 - £32,000 per annum DOE
Hours: Monday - Friday (1 day per week hybrid working) 

Are you a customer focused professional with strong problem solving skills and a passion for delivering exceptional client experiences? This is an exciting opportunity to join a globally recognised and design led organisation where you will play a key role in supporting clients and resolving issues across multiple locations.

Working within a collaborative and fast paced environment, this role is ideal for someone who enjoys building relationships, coordinating solutions and delivering outstanding service. You will manage client cases from initial notification through to resolution, working closely with internal teams to ensure the best possible outcomes for customers.

Key Responsibilities as Complaints Resolution Specialist:

• Act as the first point of contact for clients reporting issues or requiring support post delivery.
• Log, manage and track client cases accurately using internal systems and tools.
• Investigate issues by gathering relevant information and evidence from both clients and internal teams.
• Work collaboratively with internal teams to coordinate effective solutions.
• Communicate professionally and empathetically with clients throughout the resolution process.
• Make fair and commercially responsible decisions in line with company policies and procedures.
• Monitor case timelines and proactively manage cases to avoid delays.
• Process replacement part and full product orders where required.
• Maintain strong working relationships across internal departments and global teams.
• Support continuous improvement initiatives by identifying trends and using data to improve service outcomes.

Experience Required:

• Previous experience within a customer service, claims handling or case management role.
• Excellent verbal and written communication skills.
• Strong relationship building skills with the ability to work collaboratively across teams and locations.
• High attention to detail with strong organisational and multitasking abilities.
• Calm, solutions focused approach when working under pressure.
• Competent using Microsoft Office applications.
• Self motivated, dependable and committed to delivering a positive client experience.
• Comfortable working within a fast paced environment where priorities may evolve.
• Interest in using data and insights to improve processes and service delivery.

In return, you will benefit from a opportunity within a supportive and forward thinking organisation that values collaboration, innovation and customer experience. Alongside a competitive salary, you will play an important role in maintaining exceptional client relationships and high service standards. If you are passionate about customer experience, enjoy problem solving and thrive in a collaborative environment, APPLY TODAY!

Our Guarantee
Thank you for your initial expression of interest in our available vacancy. If we have not contacted you within 5 working days of your application, please understand that the CV received, and the information provided does not meet the requirements of the current vacancy. However, we will consider all applications for any available opportunity, present or future, and proactively contact you should we deem there to be a suitable match. Here at Impression we are committed to supporting the principles of equal opportunities and prohibit discrimination/ harassment of any kind based on race, colour, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic.