Senior Resolution Officer

Job description

About

Senior Resolution Officer

Location: Yorkshire and the Humber

Engage Services Ltd is part of the Marston Holdings Limited group of companies and works on behalf of many major household names from the utilities sector.

We reconnect thousands of customers every week, providing a vital service that ensures our clients treat their customers fairly.

We are looking for a motivated and proactive Senior Resolution Officer to support our Field Operations team. This role focuses on training, coaching, and developing Field Agents to ensure they meet client expectations and deliver high-quality service.

This is a full-time role (40 hours per week) that involves regular travel, high mileage, and occasional overnight hotel stays. To support this, we offer either a £2,500 annual vehicle allowance or a company van, strictly for business use.

Key Responsibilities:

Support the induction and training of new Field Agents

Coach and develop staff to meet performance standards and targets

Carry out field audits and side-by-side visits

Monitor performance and provide feedback and development plans

Ensure all field activities follow company procedures and compliance standards

Work closely with Regional Managers to improve team performance

Support both new starters and existing staff to achieve their full potential

What We’re Looking For:

Experience in training and coaching

Strong communication and interpersonal skills

A proactive, self-starting attitude

Good understanding of field-based processes

Ability to influence and build strong working relationships

Basic IT skills (Word, Excel, PowerPoint)

Experience delivering training programmes

Proven ability to drive performance improvements

In return for your hard work you will receive:

25 days annual leave plus bank holidays

Competitive salary

Bonus and car allowance

Training and Development

Pension scheme

Death in service

If this sounds like the role for you…Apply now!

Here at Marston Holdings everyone is welcome. We have an inclusive workforce that offers employment opportunities whoever you are, wherever you work and whatever you do. We are also bronze award holders of the Armed Forces Covenant and actively encourage applications from Armed Forces personnel, veterans and reservists.

New starters will be subject to clearance through the Disclosure and Barring Service and a County Court Judgment check. In addition, the post holder is expected to keep the Company updated if their personal circumstances change. 

INDC