Customer Resolution Lead
Hemel Hempstead (Hybrid – 3 days per week in office)
Permanent | Full Time
Competitive salary + benefits
About the role
Do 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 Opportunity
- Act as the first point of contact for customer complaints, enquiries, and general communication
- Manage and respond to disputes raised via credit reference agency portals, including TransUnion and Equifax
- Ensure timely, accurate, and compliant handling of all complaints and disputes
- Maintain daily system updates, keeping customer interactions and actions accurately recorded
- Conduct regular customer contact via telephone and written communication
- Prepare, check, and issue debt letters and default notices in line with policy
- Monitor and maintain customer payment arrangements, ensuring adherence and follow-up where required
- Issue settlement quotations accurately and within required timeframes
- Manage the collections diary and support account recovery activity
- Provide guidance to customers on termination and repossession processes
What we’d like you to bring
- Experience in a customer service, complaints, or collections role
- Experience working in a regulated environment (financial services preferred)
- Solid understanding of complaints handling procedures and regulatory expectations
- Knowledge of collections, arrears management, and credit reference agency processes
- Awareness of Consumer Duty and fair customer treatment principles
- Strong verbal and written communication skills, with the ability to handle sensitive conversations
- Excellent attention to detail in managing records, documentation, and customer data
- A calm, professional, and resilient approach when handling challenging situations
- Great organisational skills and the ability to prioritise a varied workload effectively
- Competence in using internal systems and maintaining accurate data
Why 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 Scheme
- 20% discount on both Haven and Warner Hotels holiday for you, family and friends
- Comprehensive wellbeing support
- Exclusive discounts with corporate partners
- Exciting career pathways, including Learning and Development opportunities such as Apprenticeships and Degrees
- Enhanced 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 resourcingteam@bourne-leisure.co.uk.