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- Tasks: Manage customer cases and improve their journey through tailored communication.
- Company: Join Baxi, a trusted leader in heating solutions with over 150 years of innovation.
- Benefits: Enjoy flexible hybrid work, generous holiday options, and various employee perks.
- Why this job: Be part of a dynamic team focused on customer satisfaction and industry change.
- Qualifications: A levels or GCSEs in English and Maths; strong customer service and conflict management skills required.
- Other info: Diversity and inclusion are at our core; we value every individual.
The predicted salary is between 28800 - 43200 £ per year.
We are looking for an enthusiastic and well-motivated individual to join as a Customer Relations Case Manager. The main purpose of this role is to improve the customer journey as part of our values to sustain our reputation and brand reputation.
On a daily basis you'll be responsible for:
- Responsible for a multiple customer caseload.
- Take time to understand the customers' individual circumstances and tailor a personal response through their preferred channel - telephone, letter, email, or social media.
- Carry out necessary investigations within service level guidelines through collation, analysis, and interpretation of data, identifying the best course of action for customer and business.
- Listen to truly understand customer feedback, offering the best solution to prevent further escalation of issues.
- Use EASE techniques and negotiation skills to build rapport with customers to reach a solution, maintaining a balance between customer demands and impact to the business.
- Follow up actions with other functions and teams to ensure completion of tasks and ensure response is received within agreed timescales to allow feedback to customer within SLAs.
- Write bespoke, accurate, professional, personal, and balanced responses without being reliant on standard paragraphs and processes to all correspondence.
- Support other customer-facing departments such as supporting the telephone lines or other customer service support roles in seasonal months.
- Proactively provide feedback to existing customers who have received multiple/further visits in order to maintain brand loyalty.
About you:
- Customer focused with excellent customer service skills written and verbal, (including spelling, punctuation & grammar).
- Educated to A level standard or achieved GCSE Grade B or above in English and maths or equivalent or qualified by experience.
- Adept at conflict management and excellent influencing skills.
- Knowledge of complaint processes in a similar environment.
- Involvement in Continuous Improvement projects in the workplace.
- Analytical.
- IT Literate.
What we offer:
Our package is made up of basic salary plus a variable incentive. We offer up to five working weeks holidays in addition to the standard UK bank holidays, and we also offer the option to buy extra holidays, income protection, a contributory pension, maternity, paternity sick pay schemes, staff discounts and more.
At BDR Thermea Group, we believe that diversity, equity, and inclusion (DE&I) are critical to our success. We are committed to creating a workplace where every potential future employee feels valued, respected, and empowered to bring their whole selves to work.
Whats it like to work at Baxi UK and Ireland? Baxi is a heritage heating and hot water solutions provider with big ambitions to change the way we think about and use energy. We're focused on driving the conversations and spearheading the change that will enable us to make this happen. We have some of the best-known and trusted heating and hot water brands for residential and commercial customers including Baxi, Main, Megaflo, Remeha, Andrews Water Heaters, Potterton Commercial, Heatrae Sadia and Packaged Plant Solutions.
Our UK & Ireland business has led engineering breakthroughs and successfully adapted to be a leader in our industry for over 150 years. Our established foothold in the heating manufacturing market with a well-respected product portfolio, an amazing army of people puts us in a position to lead the way for change, and make a lasting mark on the industry.
Do you have a passion and appetite for evolution? Come and join us!
Case Manager in Warwick employer: Baxi Heating UK Limited
Contact Detail:
Baxi Heating UK Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Case Manager in Warwick
✨Tip Number 1
Familiarise yourself with EASE techniques and negotiation skills, as these are crucial for building rapport with customers. Practising these skills in real-life scenarios can help you demonstrate your ability to handle customer interactions effectively.
✨Tip Number 2
Research the company’s values and customer service philosophy. Understanding their approach will allow you to align your responses and demonstrate how you can contribute to improving the customer journey.
✨Tip Number 3
Prepare to discuss your experience with conflict management and complaint processes. Think of specific examples where you've successfully resolved issues, as this will showcase your relevant skills during the interview.
✨Tip Number 4
Engage with the company on social media platforms. This not only shows your interest but also gives you insights into their customer interactions and feedback, which can be valuable during your application process.
We think you need these skills to ace Case Manager in Warwick
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to grasp the responsibilities and requirements of the Case Manager position. Tailor your application to highlight how your skills and experiences align with the specific duties mentioned.
Craft a Personalised Cover Letter: Write a cover letter that reflects your enthusiasm for the role and the company. Use specific examples from your past experiences that demonstrate your customer service skills, conflict management abilities, and analytical capabilities.
Highlight Relevant Skills: In your CV, emphasise your customer service experience, particularly in handling complaints and improving customer journeys. Mention any relevant qualifications, such as GCSEs or A levels in English and Maths, and any involvement in Continuous Improvement projects.
Proofread Your Application: Before submitting, carefully proofread your application materials to ensure there are no spelling, punctuation, or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for this role.
How to prepare for a job interview at Baxi Heating UK Limited
✨Understand the Role
Before the interview, make sure you thoroughly understand the responsibilities of a Customer Relations Case Manager. Familiarise yourself with the key tasks such as managing customer caseloads and using EASE techniques to build rapport. This will help you demonstrate your knowledge and enthusiasm during the interview.
✨Showcase Your Communication Skills
Since excellent written and verbal communication skills are crucial for this role, prepare examples that highlight your ability to communicate effectively. Be ready to discuss how you've tailored responses to customers in the past, ensuring clarity and professionalism in your correspondence.
✨Demonstrate Conflict Management Experience
Be prepared to discuss specific instances where you've successfully managed conflicts or difficult customer interactions. Highlight your analytical skills and how you've used them to identify solutions that balance customer needs with business impact.
✨Emphasise Continuous Improvement
The company values continuous improvement, so think of examples from your previous roles where you've contributed to enhancing processes or customer experiences. This shows your proactive approach and alignment with the company's goals.
