Resolution Officer

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

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

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.

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