Job Description

Company Description

Wavenet is a managed services provider specialising in cybersecurity, communications, and connectivity solutions that evolve alongside our customers' businesses—no matter what the future brings. Since our inception in 2000, we have been dedicated to keeping businesses connected. At Wavenet, we focus not only on immediate solutions but also on future needs.

We continuously stay ahead of the technology curve, ensuring our customers can trust that we are committed to making their business future-ready. Your success is our success. We go above and beyond to deliver exceptional service quality and an unparalleled customer experience, becoming a true extension of your business. We are dedicated to fulfilling our promise to make your business thrive.

Job Description

We are seeking a dedicated Customer Resolution Specialist to join our team in Solihull, United Kingdom. As a Customer Resolution Specialist, you will be the primary point of contact for our valued customers, addressing their concerns and providing exceptional support to ensure their satisfaction.

• Respond to customer inquiries and complaints through various channels, including phone, email, and chat
• Investigate and resolve complex customer issues in a timely and efficient manner
• Manage and resolve billing disputes, including reviewing charges, validating customer claims, and coordinating corrections where necessary
• Handle aged debt queries and dispute resolution to minimise outstanding balances
• Liaise with billing, finance, and collections teams to ensure accurate account balances and timely resolution of financial discrepancies
• Collaborate with internal teams to find solutions and prevent recurring problems
• Maintain accurate records of customer interactions, dispute cases, and follow-up actions
• Identify opportunities to improve customer experience and suggest process enhancements, particularly in billing and collections processes
• Escalate critical issues to appropriate departments or management when necessary
• Stay updated on company products, services, policies, and billing practices to provide accurate information to customers
• Achieve and maintain high customer satisfaction ratings through quality service delivery

Qualifications

• Excellent verbal and written communication skills with the ability to convey information clearly and empathetically
• Strong problem-solving and analytical skills, particularly in reviewing billing discrepancies and financial account issues
• Experience handling billing disputes and/or aged debt cases within a customer service, finance, or collections environment
• Proven ability to negotiate and manage sensitive conversations around outstanding balances while maintaining a positive customer experience
• Proven active listening skills to fully understand customer needs and concerns
• Proficiency in conflict resolution techniques to handle challenging customer situations
• Experience with customer service or case management systems such as ServiceNow
• Competent in using Microsoft Office Suite for documentation, reporting, and account analysis
• Track record of successfully handling complex customer issues and achieving high satisfaction rates
• Ability to work full time on-site in Solihull, United Kingdom
• Patient and composed demeanour, even in high-pressure or sensitive financial discussions
• Ability to adapt to changing priorities and multitask effectively
• Team player with a positive attitude and willingness to go above and beyond for customers

Additional Information

We are committed to building a diverse and inclusive workforce. We welcome applicants from all backgrounds and experiences to apply and bring their unique perspectives to our team.

At Wavenet, we provide more than just a job; we create an exceptional environment with a broad range of benefits to support your success from day one. With us, you’ll receive a competitive starting annual leave allowance, private medical coverage, discounted health plans, an eye care scheme, and extensive health and wellbeing programs, all supported by our dedicated Wellbeing Team.

Here’s a closer look at what we offer:

• Office-Based Working: A collaborative approach with team support, requiring you to work in one of our offices. This role emphasises in-person teamwork and engagement at Wavenet.
• Annual Leave: Start your journey with 25 days of leave, increasing by one day each year up to 28 days—our way of expressing appreciation for your dedication.
• Health & Wellbeing: Your wellbeing is our priority. Benefit from private medical coverage, discounted health plans, virtual GP access, an eye care scheme, and a comprehensive employee assistance program, all facilitated by our Wellbeing Team.
• Wavenet Academy: We are excited to announce the launch of Wavenet Academy, our new user-friendly Learning Management System (LMS). This platform is designed to enhance learning, training, and personal development initiatives across our organisation.

Ready to join the UK’s largest managed service provider? Apply today or contact our friendly Talent Acquisition Team for more information.