CX Resolutions Manager
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Job Location:
Nottingham - UK
Monthly Salary:
Not Disclosed
Posted on:
17 hours ago
Vacancies:
1 Vacancy
Job Summary
Contract: Full-time Permanent
Location: Nottingham (Support Office)
Closing date: 25/05/26
Recruitment Partner: Daniel White
Are you confident leading complex customer complaints and highrisk escalations while closing with stakeholders to be improve our customer experience
As a CX Resolutions Manager at Boots youll protect our brand champion fair outcomes for customers and turn issues into meaningful improvements across our Contact Centre.
This is a critical leadership role within our Contact Centre reporting to the Head of CX Operations and leading a specialist team of Resolution Experts.
What youll be doing
As a CX Resolutions Manager you will:
What youll need to have (our must-haves)
It would be great if you also have
Where your brilliance can take you
At Boots we believe in your potential. Youll have opportunities for career development and progression supported by a culture that encourages learning and growth.
Rewards designed for you
Theres lots more in our benefits and discounts MyBoosts there to give you that little lift in your everyday. Find out more at Exclusions may apply; eligible roles only.
A bit about us
At Boots were proud to be an equal opportunity employer creating a place where everyone feels welcome supported and free to be themselves. We believe that when our people feel valued and included they thrive so were committed to creating a brilliant Boots for our people so they can make a difference for our customers and colleagues every time.
Whats next
If you apply our team will be in touch to let you know the outcome of your application or to arrange next steps. Where a role is advertised as full-time we are open to discussing part-time and job share options. If you require additional support as part of the application and interview process we are happy to provide reasonable adjustments to help you be at your best.
Boots is a Ban the Box employer and will consider the suitability of applicants with criminal convictions on a case-by-case basis.
We hope to hear from you soon. Be brilliant with Boots.
Keywords
CX Resolutions Manager
Location: Nottingham (Support Office)
Closing date: 25/05/26
Recruitment Partner: Daniel White
Are you confident leading complex customer complaints and highrisk escalations while closing with stakeholders to be improve our customer experience
As a CX Resolutions Manager at Boots youll protect our brand champion fair outcomes for customers and turn issues into meaningful improvements across our Contact Centre.
This is a critical leadership role within our Contact Centre reporting to the Head of CX Operations and leading a specialist team of Resolution Experts.
What youll be doing
As a CX Resolutions Manager you will:
- Own endtoend handling of complex customer complaints serious incidents and Executivelevel escalations
- Act as a single clear owner for resolution when issues go wrong ensuring confident consistent and empathetic outcomes
- Lead and support the team through sensitive and highrisk cases acting as a trusted escalation point
- Work closely with senior and Executive stakeholders providing clear communication sound judgement and recommended actions
- Ensure cases are managed with appropriate pace care and governance in line with brand and regulatory expectations
- Analyse complaint and incident trends to identify root causes and prevent repeat issues
- Feed insight into Operations Development and Change teams to shape improvements to customer journeys processes and capability
- Play a key role in protecting customer trust and the organisations reputation at critical moments
What youll need to have (our must-haves)
- Significant experience managing complex customer complaints incidents or escalations in a contact centre or regulated service environment
- Experience leading teams handling highrisk highprofile or sensitive cases
- Proven ability to engage confidently with senior and Executive stakeholders
- Strong judgement and decisionmaking skills particularly under pressure
- Ability to analyse trends and identify systemic issues across policy process or technology
- A calm resilient and customerfocused approach when handling difficult situations
It would be great if you also have
- Experience working with Executive complaint inboxes or regulatory escalations
- Exposure to customer journey improvement or service design activity
- Experience partnering with change digital or product teams to drive improvement
- Background in retail healthcare or another highly customercentric environment
- A passion for using insight and learning to prevent future complaints
Where your brilliance can take you
At Boots we believe in your potential. Youll have opportunities for career development and progression supported by a culture that encourages learning and growth.
Rewards designed for you
- Boots Retirement Savings Plan (up to 12% company contribution)
- Generous employee discounts for you and a family member
- Enhanced maternity/paternity/adoption leave pay
- Access to free 24/7 counselling and support through TELUS Health our Employee Assistance Programme.
- Flexible benefits scheme including options for additional holiday discounted gym membership life assurance and much more.
Theres lots more in our benefits and discounts MyBoosts there to give you that little lift in your everyday. Find out more at Exclusions may apply; eligible roles only.
A bit about us
At Boots were proud to be an equal opportunity employer creating a place where everyone feels welcome supported and free to be themselves. We believe that when our people feel valued and included they thrive so were committed to creating a brilliant Boots for our people so they can make a difference for our customers and colleagues every time.
Whats next
If you apply our team will be in touch to let you know the outcome of your application or to arrange next steps. Where a role is advertised as full-time we are open to discussing part-time and job share options. If you require additional support as part of the application and interview process we are happy to provide reasonable adjustments to help you be at your best.
Boots is a Ban the Box employer and will consider the suitability of applicants with criminal convictions on a case-by-case basis.
We hope to hear from you soon. Be brilliant with Boots.
Keywords
CX Resolutions Manager
Required Experience:
Manager
About Company
We’re always looking for people who care; people who go the extra mile to change things for the better for our customers, patients and team members. Whether you're looking for a particular opportunity, or maybe you’re not too sure which role you’ll want to apply for – you’ve come to t ... View more
