Customer Resolution Specialist
We are hiring a Customer Resolution Specialist to support customers and stakeholders who are trying to connect into a regulated water network, but have hit delays, missing updates, or “black hole” steps where nothing seems to happen after a submission.
This is not a high-volume contact center role. It is a structured, evidence-led problem-solving role. You will speak with customers (from major contractors and house builders to individual applicants), reconstruct what has happened step-by-step, identify where the process is failing, and report clear findings back to Business Analysts so the underlying issue can be fixed.
Location and working pattern
Manchester, Bradford or Leeds baseHybrid working with client travel as required (Bradford)Role Responsibilities:
Speak with customers whose connection journey is stuck and clarify the issue in a structured wayReconstruct a clear timeline: what was submitted, when, through which channel, what should have happened, and what actually happenedMap the journey stages and pinpoint failure points (handoffs, missing information, unclear ownership, system workflow, comms gaps)Gather and organise evidence: reference numbers, screenshots, email trails, portal updates and key datesProduce Business Analyst-ready case summaries: problem statement, steps-to-reproduce, impact, ownership, recommended fixTrack recurring themes across cases and provide weekly insight summaries (top blockers by stage)Close the loop with customers with clear next steps, owners, and timeframesWhat we’re looking for:
Strong customer handling with calm, structured questioningExperience resolving complex cases, complaints, disputes, or escalations with high standards of documentationExcellent written communication and the ability to produce concise case summaries others can action immediatelyAble to think in processes and handoffs, not just individual callsComfortable working across teams to progress and resolve issues
Job Requirement Useful background (not essential):
Utilities, infrastructure, construction, or other regulated customer environmentsFamiliarity with case management systems, CRM, portals, or workflow toolsExperience feeding recurring issues back to improve process or customer outcomesWhy join
Work on customer journeys that directly impact real projects and peopleClear ownership: investigate, evidence, diagnose, and drive fixes through the BA teamOpportunity to grow into insight leadership, service improvement, or product/process roles
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