Home / career / Customer Resolution Case Owner

Customer Resolution Case Owner

Business Stream · Edinburgh, Scotland, United Kingdom

Location
Edinburgh
Job Type
Full-time
Posted
June 19, 2026

Job Description

Job description:

About the role

As a Customer Resolution Case Owner, you’ll handle complex customer complaints end-to-end, ensuring fair, timely and high-quality outcomes across multiple channels, including senior escalations (e.g. CEO office, regulators, MPs).

Key responsibilities:

  • Own complaints from initial contact through to resolution
  • Conduct thorough investigations and root cause analysis
  • Decide appropriate outcomes and redress in line with policy
  • Manage your caseload effectively to reduce backlogs and aged cases
  • Collaborate with internal teams and stakeholders to gather insights and challenge constructively
  • Identify trends and share insights to drive continuous improvement
  • Ensure compliance with regulatory requirements, policies and SLAs
  • Maintain accurate records and clear audit trails
  • Support team development through peer reviews or deputising where neede...

    • Ready to Apply?

    Submit your application for Customer Resolution Case Owner at Business Stream

    Apply Now