Senior Customer Resolution Specialist

My client is looking for an experienced Senior Customer Resolution Specialist to join their growing head office team in Thornaby. This is a senior customer support position focused on managing complex customer cases, complaints, investigations and resolutions. The successful candidate will take ownership of more detailed customer issues, working closely with suppliers, manufacturers and installers to ensure cases are handled professionally from start to finish.

This is not a role where issues are simply passed between departments. The position requires someone who can investigate problems thoroughly, coordinate solutions effectively, communicate clearly with all parties involved and bring customer issues to a fair and practical conclusion. It would suit someone already working within customer service, complaints handling, technical support, case management or aftersales who is looking to step into a role with greater responsibility and ownership.

The role will involve managing customer complaints and complex cases through to resolution, investigating issues carefully and identifying the most appropriate next steps. You will liaise with suppliers, manufacturers and installers to gather information, coordinate solutions and arrange replacement parts or follow-up actions where necessary. A key part of the role will be keeping customers updated throughout the process, ensuring they understand what is happening and when. Accurate record-keeping will also be essential, alongside supporting the wider customer service team with advice on more challenging issues and escalating urgent or sensitive matters to management when required. The business is also keen to identify repeated issues and process gaps, so the role will contribute towards improving how customer cases are managed overall.

My client is looking for someone with previous experience in a senior customer service, complaints handling, technical support, case management or aftersales environment. The ideal candidate will be confident dealing with customers who may be frustrated or unhappy, while remaining calm, professional and solution-focused under pressure. Strong investigation and problem-solving skills are essential, along with the ability to manage multiple open cases simultaneously. Excellent communication skills and strong attention to detail are also important. Experience within windows, doors, glazing, home improvement, manufacturing or supplier-led customer service would be highly advantageous, although this is not essential.

Benefits include:

• Salary of £26,000–£28,000 depending on experience
• Full product and systems training
• Company pension
• Additional leave
• Employee discount
• Casual dress
• Company events
• Free on-site parking
• Supportive head office team