Client Resolution Manager

R13 Recruitment are newly searching for a Resolution Manager to join a well-regarded and future growing business, based from their offices in Norwich city centre.

This is a varied, customer-focused role combining complaint investigations with ongoing client relationship management. You'll take ownership of customer concerns, work through complex issues and find fair, practical resolutions, while also supporting client retention, engagement and account growth.

It's a great opportunity for someone with a background in complaints handling who enjoys getting to the heart of a problem, building relationships and making a positive difference to the customer experience.

Monday to Friday working hours with hybrid working available after six months - three days in the office and two from home.

The Company

An established business providing specialist services and ongoing support to a broad portfolio of business customers. With a strong focus on customer relationships and service delivery, the business is continuing to develop its approach to customer engagement and retention.

Your Benefits

* Birthday off, in addition to annual leave and bank holidays.

* Pension scheme.

* Wellbeing support and health cash plan.

* Recognition and incentive schemes.

* Ongoing training and development opportunities.

* Free parking.

The Day to Day

* Managing B2B client complaints and investigations through to resolution.

* Gathering information from internal teams to understand each issue.

* Reviewing contract terms, findings and supporting documentation.

* Preparing clear, considered responses and explaining outcomes to clients.

* Identifying root causes and recommending improvements to prevent repeat issues.

* Monitoring complaint trends and preparing reports for internal stakeholders.

* Managing a portfolio of clients and building lasting relationships.

* Handling customer queries, account changes and ongoing support.

* Proactively engaging with clients to strengthen retention and satisfaction.

* Using customer data and AI platforms to prioritise contact and identify potential risks.

* Recognising opportunities to introduce additional products and services.

* Working collaboratively across the business to improve customer outcomes.

You Will Have

* Previous experience managing complaints and investigations as an essential criteria.

* Excellent written and verbal communication skills.

* A calm, fair and considered approach to resolving issues.

* Strong attention to detail and sound judgement.

* Confidence gathering information and working with different teams.

* Experience managing customer accounts or client relationships.

* The ability to manage competing priorities and detailed cases.

* Commercial awareness and an understanding of customer retention.

* Confidence using systems, data and technology to support your work.

* An interest in using AI tools appropriately and effectively.

How to Apply

To hear more details about this opportunity, please email your CV to Rebecca Headden – Business Partner at R13 Recruitment. If you do not hear from us within 5 working days of submitting your CV, please assume you have been unsuccessful on this occasion.

For candidates applying from outside the local region, please include a brief covering note outlining your relocation plans, current location, and anticipated timeframe for moving. Applications without this information may not be considered further