Full-time

Customer Resolution Case Owner

Posted by Business Stream • Edinburgh, Scotland, United Kingdom

📍 Edinburgh, Scotland 🕒 June 23, 2026

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About the Role

Job description:
About the role
As a Customer Resolution Case Owner, you’ll handle complex customer complaints end-to-end, ensuring fair, timely and high-quality outcomes across multiple channels, including senior escalations (e.g. CEO office, regulators, MPs).
Key responsibilities:
Own complaints from initial contact through to resolution
Conduct thorough investigations and root cause analysis
Decide appropriate outcomes and redress in line with policy
Manage your caseload effectively to reduce backlogs and aged cases
Collaborate with internal teams and stakeholders to gather insights and challenge constructively
Identify trends and share insights to drive continuous improvement
Ensure compliance with regulatory requirements, policies and SLAs
Maintain accurate records and clear audit trails
Support team development through peer reviews or deputising where neede...
                

Job Details

Location Edinburgh, Scotland
Job Type Full-time
Category Information and Record Clerks
Posted June 23, 2026
Deadline August 02, 2026

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