ScS
Product Resolution & Capability Manager
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
Application Deadline: 28 July 2026
Department: Customer Experience
Location: Sunderland - Customer Support Centre
Compensation: £45,000 / year
Description
We are looking to recruit a Product Resolution & Capability Manager to join our Customer Experience Team. This is an exciting role in the business and will give the successful candidate the opportunity to learn and achieve personal growth within a fast paced business.
What’s the opportunity?
The Product Resolution & Capability Manager is responsible for leading the assessment and resolution of complex product-related issues, ensuring fair, balanced outcomes for customers while protecting the interests of the business.
Acting as the company's product subject matter expert, you'll drive product knowledge and capability across customer-facing teams, identifying opportunities to improve products, processes, and customer journeys. By combining product governance, root cause analysis, learning and development, and cross-functional collaboration, you'll help reduce product failures, improve first-contact resolution, and enhance the overall customer experience.
What does the role involve?
- Lead investigations into product failures, defects and customer-impacting issues.
- Determine fair and appropriate resolutions in line with company policy and customer needs.
- Act as the product subject matter expert, supporting complex customer cases, complaints and escalations.
- Identify recurring product issues and drive root cause analysis and continuous improvement.
- Work collaboratively with Product, Operations, Quality Assurance, Risk, Compliance and Customer Service teams.
- Improve website product content, ensuring product information is accurate and informative.
- Develop product knowledge and capability across customer-facing teams through coaching, guidance and knowledge resources.
- Establish and maintain product knowledge standards and identify training needs through quality monitoring and customer feedback.
- Partner with Contact Centre leaders to improve product confidence and customer outcomes.
- Support new product launches by ensuring customer-facing teams have the knowledge and resources to support customers effectively.
- Build strong relationships with internal and external stakeholders to ensure quality, compliance and continuous improvement.
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
Skills, Knowledge And Expertise
- Extensive knowledge of upholstery manufacturing, materials, construction methods and product quality standards.
- Experience investigating complex product issues, identifying root causes, and managing customer complaints and technical resolutions.
- Strong analytical skills with the ability to interpret data and identify trends to support continuous improvement.
- Excellent communication and stakeholder management skills, with the ability to explain technical information to a range of audiences and influence across multiple business functions.
- Highly organised, with the ability to manage multiple priorities and work independently across different sites.
- Experience working within a large, multi-site retail or manufacturing environment.
- Proficient in Microsoft Excel, PowerPoint and data visualisation tools such as Power BI or Tableau.
- Full UK driving licence and willingness to travel when required.
Get help with your application
Your very own career expert that helps elevate your application to the next level.
Benefits
- 33 days holidays including bank holidays
- Car Allowance
- Employee benefits platform – access to 100s of high street discounts and more – holiday discounts, gym discounts, cinema discounts, e-vouchers, cashback and more!
- Colleague Discount
- Enhanced Maternity, Paternity and Adoption Leave
- Access to our dedicated Employee Assistance Programme – to give you free access to advice and information on a range of topics
- Virtual GP – Access to a GP service 24/7
- Salary finance scheme
- Pension Scheme
- Death in Service
- Life assurance
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills