CRT Team Leader (Customer Resolution)

Location: GB Bedford - Franklin Court; onsite

Company

hirify.global UK Ltd operates in vehicle remarketing and automotive logistics, focusing on customer service and the efficient resolution of queries and disputes.

What you will do

• Lead, coach, and motivate the Customer Resolution team.
• Manage daily activities, targets, and KPIs.
• Monitor customer cases and ensure accurate, timely resolution of complaints and disputes.
• Develop process improvements that increase efficiency and customer satisfaction.
• Collaborate with Sales, Operations, and Legal on complex issues.
• Handle escalations, support team development, and report on performance and resolution outcomes.

Requirements

• Experience in customer service or customer resolution, ideally with supervisory experience.
• Strong leadership, people management, communication, and interpersonal skills.
• Ability to remain calm under pressure and handle challenging customer interactions.
• Strong problem-solving and decision-making abilities.
• Proficiency with CRM and customer case management systems.
• Ability to analyse data and generate performance reports.

Nice to have

• Experience in automotive, logistics, or a related industry.
• Knowledge of dispute resolution and complaints-handling best practices.
• Familiarity with customer service regulatory compliance.

Culture & Benefits

• 23 days of holiday plus bank holidays and an additional personal occasion day.
• One paid volunteering day each year.
• Healthcare Cash Plan and life assurance.
• Contributory workplace pension scheme.
• Discounted company share purchase scheme.
• Cycle to Work Scheme, fitness resources, gym discounts, and an employee deals hub.