Job Description

We're on a mission to deliver exceptional service to small businesses across the UK--and we're looking for a Resolution Excellence Specialist to help us do just that.
If you're passionate about customer care, thrive in fast-paced environments, and love solving problems, this is your chance to make a real impact. You'll be the go-to expert for resolving escalated customer issues across our telecoms and utilities products, ensuring every interaction ends with a satisfied customer and a strengthened relationship.
What we want you to do

• Take full ownership of escalated customer complaints from frontline teams and digital channels (email, WhatsApp, Trustpilot, Google).
• Resolve issues efficiently, balancing customer satisfaction with commercial outcomes.
• Craft thoughtful responses to online reviews that reflect our commitment to service excellence.
• Promote digital self-service tools and additional products while helping customers manage outstanding balances.
• Support customers in financial difficulty with empathy and practical solutions.
• Keep systems and CRM records accurate and up to date.
• Ensure all activity complies with GDPR, regulatory standards, and internal quality policies.
• Collaborate with internal teams to improve processes and training materials.
• Provide feedback to drive continuous improvement.
• Champion a positive, engaged team culture focused on development and excellence.

What success in the role looks like

• Consistently meet monthly productivity and performance targets.
• Deliver service aligned with Clear Business's values and quality standards.
• Receive positive feedback from internal teams and external partners.
• Be recognised as a trusted, collaborative colleague.

What you need to have already done to be right for this role

• Proven experience in a high-volume B2B customer service role.
• Collections or utilities experience is a plus, but not essential.
• Strong understanding of B2B customer care and regulatory requirements.
• Familiarity with CRM and lead management systems.
• Working knowledge of Microsoft Office and data protection compliance.

Skills

• A natural problem-solver with a passion for helping others.
• Self-motivated and able to manage your own workload effectively.
• Confident communicator with a friendly, professional approach.
• A true team player who lifts others up.
• Detail-oriented and highly organised.
• Curious, driven, and always looking to improve.
• Resilient and focused, especially in a performance-driven environment.

Our Story
Clear Business was founded with a simple yet powerful mission: to make life easier for our customers and more fulfilling for our colleagues. We're proud to be one of the UK's leading providers for small businesses, offering a unique one-stop solution for essential services--including Phone, Broadband, Mobile, Water, Gas, Green Electricity, Payment Services, and Insurance.
Over the past 20+ years, our journey has been defined by innovation, growth, and recognition. We've earned prestigious accolades such as Investors in People, The Northern Contact Centre Awards 2023, and Learning at Work Week Awards 2023. Most recently, we were honoured with the 'One to Watch' award from Best Companies--an exciting testament to our culture, values, and commitment to excellence.
In return for your hard work, you'll get
At Clear Business, we know that great people make great companies. That's why we offer a benefits package designed to support your well-being, reward your hard work, and help you thrive--both in and out of the office.

• Pension contributions and life assurance coverage to support your future and protect what matters most.
• 25 days of annual leave, increasing to 28 days based on tenure.
• Your birthday off every year - because you deserve to celebrate.
• Flexibility to buy up to 10 extra holidays or sell up to 5 days annually.
• Exclusive discounts at top high street and online retailers.
• Cycle to work scheme and travel loans for people wanting a greener commute.
• 24/7 access to a GP, mental health support, fitness programmes, and free legal and financial advice.
• A strong focus on wellbeing, with resources to help you feel your best every day.

The important extras

• Hybrid working - enjoy the flexibility of working remotely for up to three days a week.
• Engage in charity fundraising and volunteering activities as part of our giving back initiative.
• Enjoy fantastic on-site amenities including a free gym, free parking, a subsidised cafe, and an on-site bar for post-work drinks, quiz nights, and social events.
• Full-time/Permanent contract of 37.5 hours per week.
• No weekends and every bank holiday off.

What happens next
If you're looking for a new challenge with great benefits at an award-winning company, then Clear Business is the place for you. To be part of our continued success, click 'Apply' today to take the next step in your career.
Across Clear Business, we're passionate about creating an inclusive team and celebrating our diversity. We want talented people with great skills and matching values to join our teams.
All successful candidates will be subject to pre-employment checks.
Please note that this vacancy may close early if we receive a sufficient number of suitable applications; however, we may retain your application on file for future opportunities.
#LI-JC1
We are one of the UK's leading providers of essential services to small businesses. We supply a wide range of essential services - Fixed Lines, Broadband, Mobile, Water, Gas, Green Electricity and Insurance through our sister company The Insurance Octopus. Our goal is to simplify essential services for our customers by offering the widest range of products on the market. Not only have we experienced continued growth and strong financial performance as a result, we have been recognised by the following awards:
The Lloyds Bank National Business Awards 2019
Greater Manchester Business Awards 2019
Lanarkshire Business Excellence Awards 2019
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