Customer Resolution Specialist

Job description

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. Experience within a customer service, retentions, disputes or complaint-handling environment. Competent in analysing data and producing reports to identify trends and opportunities for improvement. What can you expect of us? Pension plan Life assurance Employee fuel card scheme (after 6 months) Electric Vehicle salary sacrifice scheme (after 12 months) Employee assistance programme 24 hour wellness and healthcare assistance via ‘Help@Hand’ by Unum Time off for fertility treatment and in the event of pregnancy loss ‘Cycle to work’ scheme And of course, you will be part of a modern purpose-built space in Crewe that will provide you with an outstanding working environment complete with gym, café, barista bar, games rooms, and more! #LI-SC1 Diversity, Equality & Inclusion at Radius Our global DEI networks champion LGBTQ+ inclusion, cultural diversity, women’s empowerment and mental health, neurodiversity and disability support. We also offer: Global Female Health Policy & Female Health Champions Pregnancy Loss and Fertility Treatment Policies Endometriosis Friendly Employer (UK) Women-focused gym & female health events Mental Health First Aiders Disability Confident Committed Employer (Level 1) Race at Work Charter signatory Proud sponsor of Crewe Pride (5 years running) and Cheshire Pride Awards Corporate Supporter 2025 Community network driving charity and volunteering initiatives, with 8 consecutive years of participation in the UK Challenge. Give as you earn scheme (payroll giving) and match funding Next Steps If you feel we are a good match for each other, you can apply online now! If you’d like to understand more about the role or life at Radius before applying, then please contact our talent team directly. Radius is an equal opportunities employer. We are committed to welcome people regardless of age, disability, gender identity, race, faith or belief, sexual orientation or socioeconomic background. We are committed to ensuring an inclusive and accessible recruitment process for all candidates. If you require any adjustments or accommodations at any stage of the process, please let us know, and we will do our best to support you. We reserve the right to close a vacancy before the closing date in the event of an overwhelming response or a change in business priorities. Note to recruitment agencies: We do not accept speculative recruitment agency CVs or profiles. Any unsolicited CV received by Radius will be treated as a gift and not eligible for an agency fee. PSL agencies should only send CVs via our Applicant Tracking System, when approved to do so by the Radius Talent Team. We’re an ambitious, forward-thinking global business who build transformative solutions for our customers to deliver best-in-class sustainable mobility, connectivity, and technology solutions. We support our customers with a range of products and services to meet their needs. Since 1990 our ambition has never wavered. From humble beginnings, our vision and drive has seen us venture into new markets with confidence and stay ahead of market trends. Our mission is to help businesses of all sizes adapt to the future and take advantage of the opportunities that change brings. Sustainability is at the core of our offering. With our leading e-mobility solutions, we’re committed to guiding businesses through the energy transition, building solutions for a more sustainable, connected future. This is where you come in. We are on a journey of growth. We pride ourselves on being at the forefront of technology innovation and we invite you along on this journey.