Executive Resolutions Specialist

Executive Resolutions Specialist Red Recruitment is recruiting an Executive Resolutions Specialist to join our client, a leading provider of telecommunications, connectivity, and managed technology solutions. As an Executive Resolutions Specialist, you will take ownership of customer complaints and escalations from initial receipt through to resolution, ensuring concerns are handled professionally, fairly, and within agreed service levels while delivering an exceptional customer experience. Benefits & Package for an Executive Resolutions Specialist: Salary: £29,000 - £33,000 per annum Hours: Monday - Friday, 9am - 5:30pm Contract: Permanent Location: Solihull 33 days holiday (including Bank Holidays) Referral Bonus - Recommend a friend Employee Assistance Programme Private Medical Insurance after probation Enhanced Maternity and Paternity Pay Salary sacrifice schemes including pension, cycle to work, and electric car leasing Private medical cover Discounted health plans Virtual GP access Eye care scheme Ongoing training and development opportunities Key Responsibilities of an Executive Resolutions Specialist: Take ownership of customer complaints from initial receipt through to final resolution, ensuring accountability throughout the entire process Acknowledge complaints within agreed service levels and set clear expectations regarding timelines and next steps Conduct detailed investigations by gathering information from internal systems, service records, customer interactions, and stakeholder feedback Work closely with technical and operational teams to identify issues, validate findings, and agree appropriate resolutions Identify root causes and support the implementation of both immediate corrective actions and long-term preventative measures Prepare clear and professional written responses, translating technical information into customer-friendly language Provide structured resolution plans, including corrective actions, timescales, and service recovery solutions where appropriate Maintain accurate records of complaint cases, actions taken, and outcomes for reporting and audit purposes Act as an escalation point for complex customer issues, including service disruptions, contractual disputes, and high-priority complaints Manage customer expectations through regular communication and proactive updates Support senior stakeholders by preparing case summaries, timelines, and briefing information for complex complaints Collaborate with internal teams to ensure complaint resolution activities are prioritised and delivered effectively Identify trends, risks, and opportunities for service improvement through complaint analysis and reporting Ensure complaint handling activities comply with relevant regulations, contractual obligations, and internal policies Deliver a positive customer experience that helps rebuild trust and confidence, even in challenging situations Key Skills and Experience of an Executive Resolutions Specialist: Previous experience handling complaints, escalations, or customer resolutions within a regulated industry Excellent written communication skills with the ability to simplify complex or technical information Strong analytical, investigative, and problem-solving abilities Experience working across multiple departments to achieve successful customer outcomes Ability to remain calm, professional, and customer-focused when managing challenging situations Strong stakeholder management and relationship-building skills Excellent organisational skills with a high level of attention to detail Experience within telecommunications, managed services, IT services, or a similar technical environment is advantageous Knowledge of ITIL principles, including Incident, Problem, and Service Management, is desirable Experience using ServiceNow, Freshservice, or other IT service management platforms is beneficial ITIL Foundation certification is desirableIf you have the relevant skills and experience required for this Executive Resolutions Specialist role and are interested in joining a growing organisation, please apply now! Red Recruitment (Agency)