Case Handler

_**The Role**:_

We have an exciting opportunity for an experienced case/aftersales handler to join us in our Gloucester office. This is a new role that you will have the opportunity to build, grow and develop.

Working in the Customer Success teams you will be managing cases/aftersales issues to a fair outcome for both our customers and the business. You will be responsible for developing strong relationships to be able to manage multi-departmental issues to prevent escalations. You will be expected to assist the Team Leaders and Customer Success Manager in managing and coordinating potentially complex and technical aftersales, and managing your own portfolio of cases from receipt to resolution.

If you have experience in claims, aftersales or complaints handling, a passion for delivering great customer care and investigation with a curious mind, then this role could be for you
- **Key Activities**:_
- Provide a robust high quality case management service.
- Act as a champion for the company values.
- Acknowledge, respond and resolve all aftersales cases within KPI standards.
- Proactively assist the Customer Success Manager and Quality & Supplier Manager on delivering advice to the Customer Success teams on products and how to handle initial enquiries.
- Ensure compliance with company policies and processes, and that these are effectively communicated and embedded across other departments in the business.
- Work closely with the Quality & Supplier Manager and other departments of the business, to gain a full understanding of key drivers in relation to aftersales.
- Assist the Customer Success Manager in ensuring compliance of company policies, ensuring that policies are developed, reviewed and maintained appropriately in accordance with company standards.
- Proactively attend meetings with the Quality and Supplier Manager to support with aftersales resolution.
- Support the Customer Success teams to ensure that aftersales are resolved at an early stage, including providing training to support resolution where necessary.
- Support the development of the company Case Management System.
- Support other activities as required in the Customer Success Teams.
- **Data & Analytics**:_
- Use data and reports to identify issues and areas for continuous improvement across the business.
- Track any identified patterns or trends and report to the Customer Success and Quality & Supplier Managers for remedial action.
- Use system driven data to ensure that lessons are learned from cases, through feedback to products and services, giving recommendations for future prevention.
- Work with the Customer Success Manager and the IT team to produce formal reports for training and tracking purposes.

**Why work for us?**

There’s loads of great reasons to come and join us, here are just a few:

- Medical Benefit including the following:

- Discount vouchers
- Access to 24/7 GP Service
- Physiotherapy
- 24/7 Employee Helpline
- Mental Health Support
- Financial & Legal Support
- Death in Service payment
- Free tea & coffee
- Free parking

**Have you got the following skills?**
- Experience and thorough understanding of the essential principles of Aftersales/Case/Complaint handling procedures
- Demonstrable experience of handling complex aftersales issues, with the ability to remain professional and in control at all times.
- Experience in developing systems ensuring adherence with policies and processes.
- Experience of dealing with customer complaints and ability to resolve to a satisfactory conclusion for all parties.
- High levels of commercial awareness.
- Knowledge of confidentiality, GDPR, procedures and legislation.
- Demonstrable experience of managing multiple priorities whilst working to a deadline.
- Excellent verbal communication skills, including the ability to communicate with colleagues at all levels of the organisation as well as customers.
- Ability to manage and resolve cases under pressure.
- Ability to demonstrate empathy, tact, and firmness across a range of situations with business customers.

**What next?**

**Job Types**: Full-time, Permanent

Pay: £26,000.00-£28,000.00 per year

**Benefits**:

- Company pension
- Free parking
- Life insurance
- On-site parking
- Private medical insurance

Schedule:

- Day shift
- Monday to Friday

**Education**:

- A-Level or equivalent (required)

**Experience**:

- Case/Aftersales/Complaints handling: 1 year (required)
- Customer Service: 2 years (required)

Work Location: In person

Reference ID: Case Handler