We are currently recruiting for a Customer Resolution Executive to join an established organisation in a field-based role covering Birmingham and the surrounding areas.
This is a customer-focused position where you will visit existing business customers face-to-face to understand and resolve any issues they may be experiencing. Your role will be to find practical solutions, strengthen customer relationships and help retain existing business.
You will work closely with internal teams to ensure customer concerns are dealt with quickly and effectively, while also balancing the customer's requirements with the commercial needs of the business.
Key responsibilities
-Manage your own diary and plan customer visits across Birmingham and surrounding areas.
-Visit existing customers to understand and resolve complaints, queries and service issues.
-Build strong face-to-face relationships with customers and act as a trusted point of contact.
-Identify the root cause of customer concerns and find practical solutions.
-Make confident decisions while dealing with customer issues on the spot.
-Negotiate solutions and commercial terms where appropriate.
-Work proactively to prevent customer dissatisfaction and reduce the risk of customers moving to competitors.
-Liaise closely with internal departments to ensure customer requirements are understood and resolved.
-Maintain accurate records of customer interactions, issues and agreed actions through the CRM system.
-Manage a busy workload and prioritise customer visits according to urgency and business needs.
-Follow up with customers to ensure agreed solutions have been successfully implemented.
-Maintain a professional, calm and commercially aware approach when dealing with challenging situations.
About you
We're looking for someone who is confident, personable and commercially minded, with the ability to build strong relationships with customers face-to-face.
You will need to be comfortable dealing with difficult or challenging conversations and able to think quickly to find solutions that work for both the customer and the business.
The successful candidate will have:
- Strong customer relationship and communication skills.
- Proven experience resolving customer complaints or service issues.
- Strong negotiation and problem-solving abilities.
- Confidence making decisions independently.
- Excellent organisation and time-management skills.
- The ability to remain calm and professional in challenging situations.
- Good IT and CRM experience.
- A commercial mindset and understanding of customer retention.
- Good geographical knowledge of Birmingham and the surrounding areas.
Essential experience
Ideally, you will have at least 2 years' experience in a customer-facing role involving:
- Customer relationship management.
- Complaint or issue resolution.
- Negotiation within a business environment.
Experience in a fast-paced, field-based or commercially focused customer environment would be advantageous.
Package
- £29,000 basic salary.
- Company car.
- Permanent, full-time position.
- Monday to Friday, 8:30am–5:00pm.
- Field-based role covering Birmingham and surrounding areas.
- No weekend working.
- Opportunity to build strong relationships with an established customer base.
- Occasional later finishes may be required to meet customers who operate into the early evening.
This is an excellent opportunity for someone with strong customer relationship, complaint resolution and negotiation experience who enjoys being out on the road, meeting customers face-to-face and taking ownership of resolving problems.
Candidates with no driving points are strongly preferred.
A company car will be provided for business travel
