Customer Resolutions Advisor

Our client is looking for a proactive and customer-focused Customer Resolutions Advisor to join their Customer Experience team near Gatwick.
This role ISN’T high-volume, call centre complaints— it’s about truly listening to customers, understanding their concerns, and working collaboratively to find the best possible solution for their individual needs.
That could mean arranging a refund, organising a same-day replacement delivery, resolving a delivery issue, or tailoring a solution that makes things right.

Please note this is a fully office based role in Gatwick with no hybrid working.
 
Key Responsibilities:

• Deliver a positive, professional customer experience with a customer-first attitude.
• Take full ownership of customer queries from initial contact through to resolution, ensuring timely, clear, and effective outcomes.
• Understand each customer’s unique situation and proactively determine the most suitable solution.
• Process orders, returns, refunds, delivery queries, and account updates with a high level of accuracy and attention to detail.
• Coordinate same-day or replacement deliveries where required to meet customer needs.
• Work collaboratively with internal teams to ensure seamless resolutions.
• Identify recurring issues and provide feedback to improve processes and prevent future complaints.

Key Experience:

• Previous experience in customer service, returns, or complaints handling.
• Strong listening skills with the ability to understand customer needs beyond the surface issue.
• Confidence to make informed, customer-focused decisions independently.
• High attention to detail and accuracy in processing transactions and updates.
• A proactive mindset with strong problem-solving abilities.

Package:

• Salary of up to £32,000pa DOE
• Monday – Friday 8am-5pm (45 minute lunch)
• 25 day holiday + bank holidays
• Ongoing Training and Support

 
Interviews are happening now so if this sounds like the role for you, apply today to found out more!