Customer Resolution Manager

TN United Kingdom; Esher; On-site; GBP 30,000 - 60,000; Full time

Job description

We are recruiting a Customer Resolution Manager to join our Customer Operations Team, based in Esher. In this role, you will play a key role in managing, investigating, and resolving member and client complaints by understanding their concerns and working collaboratively towards a fair resolution. This role is vital in maintaining the company’s commitment to quality customer service and ensuring continuous improvement across all areas of operations. You will take ownership of issues whilst influencing outcomes to ensure a successful and satisfactory resolution for all parties, meeting set SLAs and monitoring and improving the complaint handling across the organisation.

In this role, you will deliver a high-quality service through both written and verbal communication, demonstrating empathy, professionalism, and strong problem-solving skills. You will be responsible for making decisions, using sound judgement to achieve fair outcomes, while also identifying opportunities to improve processes and reduce recurring complaints.

Overview:

Manage, investigate, and resolve member and client complaints, ensuring fair outcomes and continuous improvement. Deliver high-quality service through written and verbal communication, demonstrating empathy, professionalism, and problem-solving skills. Identify opportunities to improve processes and reduce recurring complaints.

Person Specification:

1. Strong problem-solving skills and solution-focused approach.
2. Experience in data analysis to improve performance.
3. Dynamic approach to workload and complaint resolution.
4. Attention to detail and customer-centric mindset.

If this resonates with you, then please read on to find out more.

About The Role

Responsibilities:

1. Acknowledge, log, and resolve complaints daily, meeting regulatory timeframes.
2. Liaise with stakeholders to facilitate resolutions.
3. Write clear complaint summaries and provide regular reporting.
4. Ensure compliance with relevant regulations and company policies.
5. Conduct root cause analysis to improve customer satisfaction.
6. Maintain confidentiality and integrity in complaint resolution.
7. Conduct audits and escalate issues as necessary.
8. Provide coaching to improve complaint resolution quality.
9. Handle subject access requests with the risk team.

General:

1. Maintain a productive working environment.
2. Share knowledge and expertise with colleagues.
3. Participate in complaint meetings and performance reviews.
4. Ensure compliance with company policies.
5. Act professionally and courteously at all times.

Skills Needed

About The Company

We offer UK employee healthcare benefits, and travel, medical and security assistance in every corner of the globe. Our purpose is to help people in difficult situations – whether that’s a cancer diagnosis, a need for medical assistance when they’re far from home, or being caught up in conflict or natural disaster. We talk to them, support them, and make sure they get the help they need. If necessary, we’ll pull them out and bring them home.

We’re co-ordinators and problem-solvers: experts at navigating the global health and security landscape. Our teams of doctors, nurses, travel and medical co-ordinators and security experts make sure that your people will be looked after, whatever happens supported by technology designed help individuals, not slot them into a predetermined solution.

We work with governments, broadcasters, NGOs, international corporations, major insurers and more. No two clients are the same: we adapt our services to their needs.

More importantly, we adapt to the practical and human needs of the individuals we protect. Most of us are on the front line; we keep our back office lean. We don’t use scripts, and we don’t time calls. We never lose sight of the fact that we’re dealing with real people.

Company Culture

Instead, we focus on ensuring our highly trained specialists have the space and time they need to be effective. We let them use their initiative to get the job done, because the situations they face often throw up unexpected challenges – and no protocol survives contact with the real world.

Our clients have thousands of employees and customers, at home and abroad, so they need a business big enough to handle any situation. But they chose Healix because they also need an organisation that’s personal enough to care.

Our people are driven to do things in the best way, not the way they have always been done. We work hard, and our efforts are rewarded with great development opportunities and a supportive team spirit.

We want to nurture this friendly and dynamic company culture so that we can continue to attract diverse talent with a breadth of knowledge and world-class skills. As a part of Healix, you can expect a range of excellent benefits and an environment where people really do care.

Desired Criteria

1. Experience in Risk Resilience Management and/or International Medical Assistance

Required Criteria

1. Excellent communication skills both verbal and written
2. Experience of analysing data and using data to improve individual and team performance
3. Dynamic approach to both the complaint workload and focus on complaint resolution to help improve team performance. Comfortable working in a fast-paced working environment

Please note that if you are NOT a passport holder of the country for the vacancy you might need a work permit.

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Created on 18/04/2025 by TN United Kingdom