Resolution & Improvement Manager

Location: Flexible - WFH or hybrid at one of our UK offices. Quarterly international travel requried. 

Salary:  Dependent on experience

Contract: permanent & full-time 

Great Benefits 

The Role

We are seeking a Resolution & Improvement Manager to lead our Resolution & Improvement Team (RIT), a specialist function responsible for managing complex customer escalations while driving continuous improvement across the Contact Centre.

This role combines operational leadership with a strategic focus on customer experience, service improvement and operational effectiveness. You will be responsible for ensuring that complex customer issues are resolved efficiently and fairly while using customer insight, operational data and root cause analysis to identify opportunities for improvement.

Success in this role requires strong leadership, analytical capability and stakeholder management skills, along with the ability to translate customer feedback and operational insight into sustainable improvements that enhance customer outcomes and reduce avoidable demand

Key Responsibilities

• Lead, motivate and develop the Resolution & Improvement Team, creating a high-performing and customer-focused culture.

• Manage complex customer enquiries, escalations and specialist casework, ensuring timely and effective resolution.

• Act as the senior escalation point for high-profile, sensitive or business-critical customer cases.

• Drive the Contact Centre Continuous Improvement programme, identifying opportunities to enhance customer experience and operational performance.

• Analyse customer feedback, complaints, colleague insight and operational data to identify trends, root causes and areas for improvement.

• Lead process reviews and root cause analysis activities to reduce repeat contacts and improve First Contact Resolution.

• Partner with operational managers and support functions to implement and embed sustainable service improvements.

• Monitor operational performance, using management information and reporting to drive decision-making and improvement activity.

• Present insights, recommendations and improvement plans to senior stakeholders.

• Build strong relationships across Operations, Workforce Planning, Quality Assurance, Learning & Development and other key business functions.

• Ensure compliance with organisational policies, governance frameworks and regulatory requirements.

• Promote best practice, knowledge sharing and a culture of continuous improvement throughout the Contact Centre

Skills & Experience

• Proven leadership experience within a Contact Centre or Customer Service environment.

• Experience managing complex customer escalations, complaints or specialist casework.

• Track record of delivering operational change and continuous improvement initiatives.

• Strong analytical skills, with experience interpreting operational performance data and identifying trends.

• Experience leading change programmes and embedding service improvements across operational teams.

• Excellent stakeholder management and influencing skills.

• Strong coaching, performance management and team development capability.

• Ability to balance operational delivery with strategic improvement priorities.

• Experience with quality assurance, complaints management or customer journey improvement frameworks is desirable.

• Lean, Six Sigma or other Continuous Improvement qualifications would be advantageous.

• Experience working in a BPO & luxury retail environment would be advantageous. 

Personal Attributes

• Strong leader with the ability to inspire, develop and engage teams.

• Customer-focused with a passion for delivering positive outcomes and service excellence.

• Collaborative approach, building effective relationships across multiple functions and stakeholder groups.

• Analytical and insight-driven, using data to inform decisions and improvements.

• Proactive and solution-oriented with strong problem-solving capabilities.

• Accountable, resilient and comfortable operating in a fast-paced environment.

• Strong communication skills with the ability to influence at all levels of the organisation.

• Committed to continuous improvement and driving positive change.

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