Job Introduction
Resolution Coordinator
Location: Haydock
Hours: Monday to Friday, 07:30–16:00 (37.5 hours per week)
Contract: Perm
About Speedy
Speedy are the UK’s leading hire provider with the widest range of tools, specialist hire equipment, plant and support services — everything for every job.
We are looking for a professional and customer-focused Resolution Coordinator to join our team in Haydock. At Speedy, we place our customers at the heart of everything we do, and this role plays a key part in ensuring queries and disputes are managed efficiently and resolved to a high standard.
About the role
As a Resolution Coordinator, you will take end-to-end ownership of customer requests and disputes, working closely with colleagues across the Speedy network to deliver timely, fair and effective outcomes. Your day-to-day responsibilities will include liaising with customers via telephone and email, building strong working relationships, investigating concerns thoroughly and ensuring every interaction reflects our commitment to excellent service.
Key responsibilities
Take full ownership of customer queries, complaints and disputes from initial contact through to resolution
Investigate customer concerns by gathering relevant information, reviewing documentation and liaising with internal stakeholders
Work collaboratively with depots, operational teams and support functions across the Speedy network to resolve issues efficiently
Manage escalated cases professionally, ensuring prompt responses and clear communication throughout
Deliver fair, consistent and customer-focused outcomes aligned with company policy and service standards
Maintain accurate records of all interactions, actions and outcomes within internal systems
Monitor resolution timelines to ensure service level agreements (SLAs) are met
Identify root causes and recurring issues, escalating trends and improvement opportunities where appropriate
Provide clear, professional written responses to customers, ensuring tone and messaging remain consistent
Support continuous improvement by sharing feedback and best practice across the team
What you’ll need
A strong customer focus with the ability to build rapport across multiple communication channels
Excellent organisational skills, with the ability to multitask and prioritise effectively
Confidence using initiative and sound judgement when making decisions
A collaborative approach, contributing positively to team culture and performance
A proactive mindset with a focus on continuous improvement and identifying opportunities
Ability to support your business unit/team in delivering our ESG Strategy — Decade to Deliver
Training and development
We will provide the support and training you need to succeed in this role. Our on-the-job training, along with dedicated product and systems training teams, will help you quickly build confidence and capability. We are committed to colleague development and offer tailored learning pathways, with a strong track record of internal progression across the business.
Speedy operates an industry-leading Work Life Balance initiative, demonstrating our commitment to reducing core contracted hours, supporting colleague wellbeing and promoting more balanced working patterns. We also support flexible working arrangements where possible, including flexible start/finish times, shorter days, term-time hours and job share opportunities.
What we offer
26 days’ holiday plus bank holidays
Life assurance
Pension scheme
Canteen facilities
95% staff discount across the Speedy brand
Opportunities for training, development and career progression
Voluntary Health Cash Plan
My Staff Shop: retail discounts and offers across many suppliers
Green Commute Initiative: Cycle to Work scheme
PAM – Employee Assistance Programme (EAP): free, confidential support for wellbeing, legal and financial matters
Speedy also offers a clear Career Line of Sight, providing transparency around progression opportunities across the Group.
Additional information
Please note Speedy reserves the right to close vacancies earlier than the advertised date if a high volume of applications is received. We recommend applying as soon as possible.
Some roles within The Speedy Group UK & Ireland may require a DBS, credit or security clearance check.
Speedy is an equal opportunity employer. We embrace diversity in all its forms and foster an inclusive environment where everyone can do their best work.
For more information on our ESG governance policies, please visit:
https://www.speedyservices.com/esg/governance
All applicants will be considered for employment without regard to ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity status or disability status. All roles within The Speedy Group require proof of right to work in the UK prior to employment.
Speedy Hire