Customer Resolution Specialist
Job Description
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
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 base
- Hybrid working with client travel as required (Bradford)
- Speak with customers whose connection journey is stuck and clarify the issue in a structured way
- Reconstruct a clear timeline: what was submitted, when, through which channel, what should have happened, and what actually happened
- Map 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 dates
- Produce Business Analyst-ready case summaries: problem statement, steps-to-reproduce, impact, ownership, recommended fix
- Track recurring themes across cases and provide weekly insight summaries (top blockers by stage)
- Close the loop with customers with clear next steps, owners, and timeframes
- Strong customer handling with calm, structured questioning
- Experience resolving complex cases, complaints, disputes, or escalations with high standards of documentation
- Excellent written communication and the ability to produce concise case summaries others can action immediately
- Able to think in processes and handoffs, not just individual calls
- Comfortable working across teams to progress and resolve issues
Job Requirement
Useful background (not essential):
- Utilities, infrastructure, construction, or other regulated customer environments
- Familiarity with case management systems, CRM, portals, or workflow tools
- Experience feeding recurring issues back to improve process or customer outcomes
- Work on customer journeys that directly impact real projects and people
- Clear ownership: investigate, evidence, diagnose, and drive fixes through the BA team
- Opportunity to grow into insight leadership, service improvement, or product/process roles