Resolution Excellence Specialist

Were on a mission to deliver exceptional service to small businesses across the UKand were looking for a Resolution Excellence Specialist to help us do just that.

If youre passionate about customer care thrive in fast-paced environments and love solving problems this is your chance to make a real impact. Youll be the go-to expert for resolving escalated customer issues across our telecoms and utilities products ensuring every interaction ends with a satisfied customer and a strengthened relationship.

What we want you to do

• Take full ownership of escalated customer complaints from frontline teams and digital channels (email WhatsApp Trustpilot Google).
• Resolve issues efficiently balancing customer satisfaction with commercial outcomes.
• Craft thoughtful responses to online reviews that reflect our commitment to service excellence.
• Promote digital self-service tools and additional products while helping customers manage outstanding balances.
• Support customers in financial difficulty with empathy and practical solutions.
• Keep systems and CRM records accurate and up to date.
• Ensure all activity complies with GDPR regulatory standards and internal quality policies.
• Collaborate with internal teams to improve processes and training materials.
• Provide feedback to drive continuous improvement.
• Champion a positive engaged team culture focused on development and excellence.

What success in the role looks like

• Consistently meet monthly productivity and performance targets.
• Deliver service aligned with Clear Businesss values and quality standards.
• Receive positive feedback from internal teams and external partners.
• Be recognised as a trusted collaborative colleague.

What you need to have already done to be right for this role

• Proven experience in a high-volume B2B customer service role.
• Collections or utilities experience is a plus but not essential.
• Strong understanding of B2B customer care and regulatory requirements.
• Familiarity with CRM and lead management systems.
• Working knowledge of Microsoft Office and data protection compliance.

Skills

• A natural problem-solver with a passion for helping others.
• Self-motivated and able to manage your own workload effectively.
• Confident communicator with a friendly professional approach.
• A true team player who lifts others up.
• Detail-oriented and highly organised.
• Curious driven and always looking to improve.
• Resilient and focused especially in a performance-driven environment.

Our Story

Clear Business was founded with a simple yet powerful mission: to make life easier for our customers and more fulfilling for our colleagues. Were proud to be one of the UKs leading providers for small businesses offering a unique one-stop solution for essential servicesincluding Phone Broadband Mobile Water Gas Green Electricity Payment Services and Insurance.

Over the past 20 years our journey has been defined by innovation growth and recognition. Weve earned prestigious accolades such as Investors in People The Northern Contact Centre Awards 2023 and Learning at Work Week Awards 2023. Most recently we were honoured with the One to Watch award from Best Companiesan exciting testament to our culture values and commitment to excellence.

In return for your hard work youll get

At Clear Business we know that great people make great companies. Thats why we offer a benefits package designed to support your well-being reward your hard work and help you thriveboth in and out of the office.

• Pension contributions and life assurance coverage to support your future and protect what matters most.
• 25 days of annual leave increasing to 28 days based on tenure.
• Your birthday off every year because you deserve to celebrate.
• Flexibility to buy up to 10 extra holidays or sell up to 5 days annually.
• Exclusive discounts at top high street and online retailers.
• Cycle to work scheme and travel loans for people wanting a greener commute.
• 24/7 access to a GP mental health support fitness programmes and free legal and financial advice.
• A strong focus on wellbeing with resources to help you feel your best every day.

The important extras

• Hybrid working - enjoy the flexibility of working remotely for up to three days a week.
• Engage in charity fundraising and volunteering activities as part of our giving back initiative.
• Enjoy fantastic on-site amenities including a free gym free parking a subsidised caf and an on-site bar for post-work drinks quiz nights and social events.
• Full-time/Permanent contract of 37.5 hours per week.
• No weekendsandevery bank holiday off.

What happens next

If youre looking for a new challenge with great benefits at an award-winning company then Clear Business is the place for be part of our continued success clickApply today to take the next step in your career.

Across Clear Business were passionate about creating an inclusive team and celebrating our diversity. We want talented people with great skills and matching values to join our teams.

All successful candidates will be subject to pre-employment checks.

Please note that this vacancy may close early if we receive a sufficient number of suitable applications; however we may retain your application on file for future opportunities.

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We are one of the UKs leading providers of essential services to small businesses. We supply a wide range of essential services Fixed Lines Broadband Mobile Water Gas Green Electricity and Insurance through our sister company The Insurance Octopus. Our goal is to simplify essential services for our customers by offering the widest range of products on the market. Not only have we experienced continued growth and strong financial performance as a result we have been recognised by the following awards:

• The Lloyds Bank National Business Awards 2019

• Greater Manchester Business Awards 2019

• Lanarkshire Business Excellence Awards 2019