Senior Resolution Officer Durham 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 Senior Resolution Officer to empower our Field Agents to deliver excellence. As a Senior Resolution Officer, you will play a vital role in training and supporting Field Agents to excel in their roles. You will ensure they fully understand their responsibilities, meet client expectations, and deliver outstanding results. Through coaching, audits, and side-by-side visits, you will help agents achieve high standards and hit targets while upholding principles like treating customers fairly, safeguarding information, and maintaining quality practices. This is your chance to drive success and make a positive impact in a dynamic and rewarding environment Key Responsibilities: Provide induction training and ongoing development for Field Agents. Coach staff to meet performance standards and business objectives. Conduct audits and side-by-side visits to ensure quality and compliance. Collaborate with managers to drive improvements and share best practices. What You’ll Need : Previous experience in a similar role Proven experience in training and coaching. Knowledge of field processes and procedures. Strong communication and relationship-building skills. Proactive and results-driven mindset. Computer literate in Word, Excel and PowerPoint Full UK Driving Licence 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 Marston Holdings Limited is a parent company formed of eight brand entities that each specialise in key areas of our overarching business. In a nutshell, we are the UK's largest judicial services company and pioneers in clean air technology, offering services that support local and central government, utilities, and private sectors through the delivery of market leading integrated technology-enabled solutions from design and implementation to management and recovery. 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.