Resolution Co-Ordinator

Why join us?

Because NaughtOne don’t make furniture for your home, you probably don’t know us. But LinkedIn, Google and Adobe do – because they all have our designs in their workplaces.

The NaughtOne team are just as unique as the furniture we create and if you come to work with us, you’ll be joining a global business with a Yorkshire spirit. We have colleagues all over the world because the world is our customer, but our personality reflects our home: down-to-earth, friendly and honest.

We’ve received numerous accolades, including The Queens Award for Enterprise for International Trade, and that makes us proud. We’ve always cared deeply about sustainability and we’re always looking for ways to do more and have a stronger impact. We don’t do it because it’s good for business – we do it because it’s the right thing.

If any of that makes you curious, good – because curious people thrive at NaughtOne. Perhaps you’ll be thriving at NaughtOne soon.

Resolution Co-Ordinator

Purpose

The Resolution Coordinator role sits at the heart of the NaughtOne Client Experience team and is responsible for managing and resolving claims from clients across multiple regions.

The role holder will oversee claims and incident cases from initial notification through to closure, acting as the key link between clients, internal departments and global production teams. This involves coordinating investigations, interpreting warranty and service policies and delivering outcomes that are commercially responsible and aligned with our client-focused values.

You will work closely with teams across Production, Procurement, Logistics and Engineering supported by our global manufacturing sites in the UK, US, China, and India. This role plays a critical part in upholding customer trust. By maintaining accuracy, showing empathy and providing data-driven insight, you will help us continuously improve our products, processes and overall client experience

Responsibilities / Key Deliverables

• Act as the first point of contact for clients reporting issues or requiring support post-delivery.
• Log, manage, and track client cases with accuracy using internal systems and tools.
• Investigate issues by gathering relevant information and evidence from internal teams and clients.
• Partner with internal teams including Production, Procurement, Logistics, and Engineering across multiple global sites in the UK, US, China, and India to coordinate solutions.
• Communicate clearly and professionally with clients throughout the resolution journey, ensuring transparency, empathy, and timely updates.
• Make fair decisions aligned with company policies based on available information and escalate where necessary to protect client relationships and business integrity.
• Monitor case timelines against internal service level expectations and take proactive steps to avoid delays.
• Process replacement part/full product orders according to the resolution outcome, ensuring accuracy and coordination with internal stakeholders to support efficient delivery and closure.
• Gather and analyse data related to case outcomes, resolution timelines, and trends on a monthly basis for internal review and continuous improvement.
• Maintain accurate and up-to-date case records and contribute to team meetings by sharing learnings and observations.

Core Competencies

• Post-secondary education is preferred, such as A-levels, an associate degree, or an equivalent qualification. Strong foundational skills in English is essential.
• Experience in a customer service, claims handling, case management, or client support role is desirable.
• Excellent verbal and written communication skills, with the ability to communicate clearly and professionally with clients and colleagues.
• Strong ability to build relationships across internal teams and global locations, including Production, Procurement, Logistics, and Engineering.
• High attention to detail with strong organisational skills, and the ability to manage multiple cases or tasks at varying stages of resolution.
• Demonstrated problem-solving ability with a calm and solutions-focused approach when working under pressure.
• Competence in using Microsoft Office applications. Experience working with ERP or CRM systems, such as Microsoft Dynamics NAV, is an advantage.
• Self-motivated and dependable with a commitment to delivering a positive client experience.
• Comfortable working in a fast-paced environment where policies, processes, and priorities may evolve.
• An interest in using data to improve service outcomes and inform continuous improvement activities.

Dimension of role

Reporting to the Head of Client Services and part of a team of 10, the role holder will be based from the NaughtOne head office in Harrogate.

Key interfaces will include the Operations & Sales teams.

We support hybrid working. Company culture, relationships and collaboration are really important to us, so we’ll encourage you to spend the majority of your time on site.

Who We Hire?

At NaughtOne we believe in keeping things simple. So simply put, we hire qualified applicants representing a wide range of backgrounds and abilities – we are committed to equal opportunity employment. We honour and celebrate people’s individuality, diversity and authenticity. In this inclusive environment, we thrive together, creating endless opportunities for us all to shine. Here, you can bring your whole self to work.

MillerKnoll complies with applicable disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact MillerKnoll Talent Acquisition at careers_help@millerknoll.com.

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