Customer Resolution Lead

Customer Resolution LeadHemel Hempstead (Hybrid - 3 days per week in office)Permanent Full TimeCompetitive salary + benefitsAbout the roleDo you thrive on turning difficult situations into great outcomes? Are you the kind of person who brings calm, clarity, and genuine care to every customer interaction? If so, Haven wants to hear from you!We're looking for an energetic and customer-focused Customer Resolution Lead to join our team at Hemel Hempstead. This is a fantastic opportunity to play a pivotal role in ensuring our customers receive fair, timely, and professional support across complaints, disputes, and collections - all while working in a vibrant, forward-thinking environment.You'll be the go-to person for resolving customer complaints and queries, managing credit reference agency disputes, handling collections activity, and ensuring every interaction meets the high standards our customers deserve. From first contact through to resolution, you'll own the full customer journey with professionalism and purpose.Your OpportunityAct as the first point of contact for customer complaints, enquiries, and general communicationManage and respond to disputes raised via credit reference agency portals, including TransUnion and EquifaxEnsure timely, accurate, and compliant handling of all complaints and disputesMaintain daily system updates, keeping customer interactions and actions accurately recordedConduct regular customer contact via telephone and written communicationPrepare, check, and issue debt letters and default notices in line with policyMonitor and maintain customer payment arrangements, ensuring adherence and follow-up where requiredIssue settlement quotations accurately and within required timeframesManage the collections diary and support account recovery activityProvide guidance to customers on termination and repossession processesWhat we'd like you to bringExperience in a customer service, complaints, or collections roleExperience working in a regulated environment (financial services preferred)Solid understanding of complaints handling procedures and regulatory expectationsKnowledge of collections, arrears management, and credit reference agency processesAwareness of Consumer Duty and fair customer treatment principlesStrong verbal and written communication skills, with the ability to handle sensitive conversationsExcellent attention to detail in managing records, documentation, and customer dataA calm, professional, and resilient approach when handling challenging situationsGreat organisational skills and the ability to prioritise a varied workload effectivelyCompetence in using internal systems and maintaining accurate dataWhy Haven?At Haven, we're one great team, united by our passion for creating amazing experiences for our guests and our people. You'll have access to training, mentoring, and opportunities to grow your career in a supportive, forward-thinking environment.What's In It For You?25 Days Holiday + Bank Holidays + Holiday Buy Scheme20% discount on both Haven and Warner Hotels holiday for you, family and friendsComprehensive wellbeing supportExclusive discounts with corporate partnersExciting career pathways, including Learning and Development opportunities such as Apprenticeships and DegreesEnhanced family friendly policies and pay (eligibility criteria applied)Who are we?We're part of an award-winning Bourne Leisure family, which includes Haven & Warner Hotels. We have 9,000 fantastic team members and 39 beautiful seaside locations and our HQ based in Hemel Hempstead.What's it like to work with us?Working with us is ultimately defined by our exceptional people and teams. At Haven, we take pride in our Breath of Fresh Air culture, which focuses on valuing and supporting every team member. We prioritise openness and transparency in our interactions allowing our team members to be their authentic selves.We operate a hybrid working model, meaning 50% of your working week will be spent at the office, occasionally on Park, or at external events.What can you expect during the recruitment process?The interview process will be up to 3 stages and may contain a presentation or skills test, depending on the role. If you require any support or reasonable adjustments to help you perform at your best during this process, please let us know.Diversity, equity, and inclusion are at the heart of who we are and what we do. Our commitment to these values is unwavering and they are central to our mission. We encourage applications from all backgrounds, communities and industries and we are happy to discuss any reasonable adjustments or flexibility that you may require, including whether a role can be part-time or a job-share.We genuinely care about every candidate's experience during the recruitment process and are here to provide support where we can. If you require any assistance or reasonable adjustments while applying, please don't hesitate to reach out to us at We OfferHoliday allowance that rises with service, plus a 'Holiday Buy Scheme'Annual bonus20% discount on both Haven and Warner Hotels holiday for you, family and friendsComprehensive wellbeing supportAccess to the Bourne Leisure corporate box at the O2 Arena ,LondonExclusive discounts with corporate partnersExciting career pathways, including Learning and Development opportunities such as Apprenticeships and DegreesEnhanced family friendly policies and pay (eligibility criteria applied)How to ApplyWe're committed to fostering a diverse, equitable, and inclusive workplace, and we encourage applicants of all backgrounds to apply.To get started, click apply now and answer a few quick questions, which should take 5 minutes. Once submitted, a member of our team will be in touch.