Resolutions Team Lead

Description:

The Resolution Team Lead is responsible for the day-to-day leadership, coaching and performance management of the Resolution Team, ensuring complex customer issues are resolved quickly, consistently and without unnecessary corporate escalation . The role provides the operational leadership layer for frontline, omnichannel problem-solving across customer contact channels, retail store escalations, fulfilment, delivery, supply chain and aftersales issues. It enables Resolution Advisors to use broad operational autonomy to fix complex customer problems at pace, while maintaining a clear audit trail and proportionate escalation routes. The role is distinct from Executive Complaints leadership. Executive Complaints handles high-level escalations, PR risks, and legal or regulatory threats. The Resolution Team focuses on practical, cross-channel operational recovery before a case becomes a corporate, executive or regulatory complaint.

 What's the job? 

 Team leadership and colleague development 

 Lead, coach and develop Customer Resolution Advisors and Resolution Admins, creating a capable and confident operational resolution team. 
 Run regular 1:1s, team huddles, performance conversations and development reviews. 
 Support recruitment, onboarding, knowledge transfer and capability building across resolution processes and systems. 
 Manage attendance, wellbeing, engagement and day-to-day colleague performance in line with B&Q expectations. 
 Create a culture of ownership, pace and practical problem-solving that avoids passing complex customer issues between teams. 

 Operational resolution and workload management 

 Allocate, prioritise and balance resolution workloads across Advisors and Admins. 
 Monitor queue health, ageing cases, customer commitments, store escalation volumes and operational risk. 
 Ensure complex fulfilment, delivery, replacement, refund, supplier, stock and aftersales issues are progressed within agreed timeframes . 
 Maintain effective operational coverage across channels and store escalation routes, flagging resourcing or capacity risks to the Complaints Manager. 
 Act as first-line leadership support where cases are blocked, require cross-functional intervention or need rapid operational recovery. 

 Retail store escalation pathway 

 Lead the dedicated escalation pathway for Retail stores, giving stores a clear route for complex customer issues that cannot be resolved locally. 
 Support store colleagues with guidance, ownership and timely updates on escalated customer cases. 
 Identify repeat store escalation themes and share insight with Retail Operations, Logistics, Customer Service and relevant support functions. 
 Ensure store escalations are resolved without unnecessary movement into executive complaint channels unless risk thresholds are met. 
 Build trust with Retail by providing clear ownership, practical solutions and consistent communication. 

 Quality, consistency and decision support 

 Carry out regular case reviews, quality checks and coaching interventions. 
 Ensure resolution outcomes are fair, commercially balanced, well documented and aligned to B&Q policies and delegated authority. 
 Provide decision support on complex operational scenarios and customer remedies. 
 Approve resolution actions or remedy proposals within agreed authority levels. 
 Identify gaps in process, judgement, handoffs or documentation and take action to improve consistency. 

 Escalation, risk management and handoff control 

 Identify cases that require escalation to Executive Complaints, Complaints Specialists, Legal, PR, Quality or the Complaints Manager. 
 Ensure handoffs are clear, timely and supported by accurate case history, customer impact, actions taken and recommended next steps. 
 Maintain separation between operational resolution and corporate complaint handling, while ensuring customers and stores experience one joined-up B&Q response. 
 Personally manage a small number of complex, urgent or high-impact operational resolution cases where leadership ownership is required . 

 Insight and continuous improvement 

 Identify recurring failure points across fulfilment, delivery, supply chain, supplier, marketplace, retail and aftersales journeys. 
 Share insight with the Complaints Manager and relevant business owners to reduce repeat issues and improve customer experience. 
 Support local process improvement activity that improves speed to resolution, reduces rework and improves store confidence. 
 Contribute to performance reporting, root-cause commentary and lessons learned activity. 

What We Need

 Experience leading, coaching and developing colleagues within customer service, contact centre, retail support, logistics, fulfilment or operational resolution environments. 
 Proven ability to resolve complex customer issues, managing escalations and collaborating across multiple teams to drive positive outcomes. 
 Strong people leadership and coaching skills, with experience improving performance, capability and service quality. 
 Excellent operational judgement, workload planning and decision-making skills, able to prioritise effectively in a fast-paced environment. 
 Confident stakeholder manager with strong influencing, communication and relationship-building skills. 
 Highly effective written communicator, capable of handling sensitive customer cases with clarity, professionalism and empathy. 
 Analytical and solution-focused, with a pragmatic approach to problem solving and continuous improvement. 
 Customer-focused, resilient and accountable, comfortable taking ownership of complex challenges and delivering results under pressure. 
 Commercially aware and collaborative, balancing customer needs with operational and business objectives.