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About the Role
As a Customer Resolutions Advisor, you will serve as the escalation point for complex, regulated, and sensitive customer queries. You will own tickets from start to resolution, liaise with third-party suppliers, and apply product and compliance knowledge to deliver fair outcomes, particularly for salary sacrifice schemes.
Responsibilities
- Own escalated customer tickets through to resolution, maintaining professionalism.
- Handle complaints in line with company policy and regulatory requirements.
- Liaise with third-party suppliers to investigate and resolve disputes and outstanding queries.
- Recognise and appropriately support vulnerable customers, escalating where needed.
- Guide customers through regulated product conversations, recommending next steps.
- Document all regulated interactions accurately and in line with compliance standards.
- Contribute to continuous improvement by sharing insights and providing feedback.
- Meet agreed KPIs including complaint resolution times, CSAT, and regulatory compliance metrics.
- Work shift patterns between 8am and 6pm Monday to Friday, with rotational weekend shifts between 8am and 2pm.
Requirements
- A genuine passion for delivering outstanding customer experiences, even when complicated.
- Excellent written and verbal communication skills, with the ability to explain regulated topics clearly.
- Strong problem-solving ability and sound judgement when handling sensitive or escalated cases.
- Empathy, patience, and professionalism, particularly when supporting vulnerable customers.
- A solid understanding of, or willingness to learn, regulated benefit schemes such as salary sacrifice.
- The ability to consistently meet KPIs while maintaining quality and compliance.
Skills
- Customer experience
- Written communication
- Verbal communication
- Problem-solving
- Judgement
- Empathy
- Patience
- Professionalism
- Regulated benefit schemes
- Salary sacrifice
- KPI management
- Quality assurance
- Compliance
- Complaint handling
- Intercom
- Zendesk
- FCA regulations
- Consumer Duty
Location
- Hybrid
Work Type
- Hybrid
- 6 Month FTC
Experience Level
- Experience in a 2nd line, escalations, or complaints handling role (bonus)
- Knowledge of salary sacrifice schemes, regulated consumer products, or financial services (bonus)
- Experience liaising with third-party suppliers or partners (bonus)
- Familiarity with support platforms such as Intercom or Zendesk (bonus)
- An understanding of FCA regulations or Consumer Duty obligations (bonus)
- Experience supporting vulnerable customers (bonus)
Benefits
- Access to expert mental health services
- Help with the cost of everyday essentials
About the Company
- Perkbox is the employee experience platform built to care for, connect with, and celebrate employees.
- With over 20 years of experience, we support nearly 4 million employees across 7,500 organisations in the UK and Australia.
- Our platform brings together benefits, wellbeing, and recognition in one place.
- We are redefining what employee benefits can be.
Equal Opportunity
- We’re committed to being an inclusive employer and creating a fair workplace for all.
- We encourage applications from candidates across all backgrounds, circumstances, ages, disabilities, ethnicities, religions or beliefs, gender identities, or sexual orientations.
- We're happy to offer reasonable adjustments during our hiring process.