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For Companies At a Glance
- Tasks: Resolve customer issues and enhance their experience through proactive case management.
- Company: Join a dynamic team focused on service improvement in Ealing.
- Benefits: Enjoy 25 days holiday, flexible working, and a health allowance.
- Why this job: Make a real difference in customer satisfaction while developing your skills.
- Qualifications: GCSEs in Maths and English, plus customer service experience.
- Other info: Hybrid role with opportunities for professional growth and development.
The predicted salary is between 31397 - 38007 £ per year.
Salary: £31,397 to £38,007 per annum + Benefits
Location: Hybrid working role split between the office in Ealing (W5) and the remaining time from home
Job Type: Full‑Time, 11 Month Fixed Term Contract
Working Hours: 35 hours per week, Monday to Friday
Job Overview
We have a fantastic new job opportunity for a Customer Service Caseworker to join a busy customer service and service improvement team. As a Customer Service Caseworker you will take ownership of customer cases where there has been high contact, working proactively to resolve issues and prevent escalation into formal complaints. The Customer Service Caseworker will analyse case histories, identify service failures and collaborate with internal teams to deliver timely resolutions that improve the customer experience. This is a varied and rewarding role where strong communication, CRM systems knowledge and a customer‑focused approach are essential to driving service excellence.
Duties
- Case Review and Analysis – assess high volumes of customer contact across multiple channels, reviewing history, actions taken and vulnerabilities.
- Case Triage – apply service recovery principles to prioritise and manage cases effectively.
- Customer Communication – provide clear, professional support via telephone, correspondence and face‑to‑face interactions.
- First Contact Resolution – resolve issues promptly wherever possible to enhance customer satisfaction.
- Stakeholder Collaboration – work closely with internal departments and external partners to address service concerns.
- Escalation Management – identify high‑risk cases and escalates appropriately to meet service level agreements.
- Case Management Systems – maintain accurate records using CRM systems including Dynamics.
- Progress Monitoring – track cases from initial contact through to resolution, coordinating meetings where required.
- Continuous Improvement – record lessons learned to support service improvements and best practice.
- Mailbox Management – respond to internal and external queries efficiently, ensuring timely follow‑up.
Candidate Requirements
- GCSEs (or equivalent) including Maths and English.
- Previous experience in customer service, with social housing or property management experience.
- Understanding of policies, repair obligations and safeguarding processes.
- Strong analytical ability with a proactive approach to resolving issues.
- Excellent verbal and written communication with strong interpersonal skills.
- High level of accuracy when managing case records and documentation.
- Ability to remain calm, assertive and professional in challenging situations.
- Experience with Microsoft Office, Outlook, Excel, Word and CRM systems.
Benefits
- 25 days’ holiday plus Bank Holidays, increasing to 28 days with service.
- Up to 8% contributory pension scheme.
- Flexible working arrangements.
- Annual health and lifestyle allowance of up to £300.
This role requires a DBS check.
Customer Service Caseworker / Service Recovery Complaints Officer employer: A2Dominion
Contact Detail:
A2Dominion Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Caseworker / Service Recovery Complaints Officer
✨Tip Number 1
Get to know the company inside out! Research their values, mission, and recent projects. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! Since this role is all about customer interaction, make sure you can articulate your thoughts clearly and confidently. Role-play with a friend or use online resources to sharpen those skills.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which can be a game-changer in landing the job.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a thank-you email expressing your appreciation for the opportunity. It shows professionalism and keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Customer Service Caseworker / Service Recovery Complaints Officer
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Service Caseworker role. Highlight your experience in customer service, especially if you've worked in social housing or property management. We want to see how your skills match what we're looking for!
Show Off Your Communication Skills: Since this role involves a lot of customer interaction, it's crucial to demonstrate your excellent verbal and written communication skills. Use clear and professional language in your application to reflect how you would communicate with customers.
Highlight Your Analytical Abilities: We love candidates who can analyse case histories and identify service failures. In your application, share examples of how you've used your analytical skills to resolve issues in the past. This will show us you're proactive and ready to tackle challenges head-on!
Apply Through Our Website: Don't forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it makes the whole process smoother for everyone involved.
How to prepare for a job interview at A2Dominion
✨Know Your Customer Service Basics
Brush up on your customer service principles, especially around service recovery. Be ready to discuss how you've handled difficult situations in the past and what strategies you used to resolve issues effectively.
✨Familiarise Yourself with CRM Systems
Since this role involves using CRM systems like Dynamics, make sure you understand how they work. If you have experience with similar systems, be prepared to share specific examples of how you used them to manage cases or improve customer satisfaction.
✨Prepare for Scenario Questions
Expect questions that ask how you would handle specific customer scenarios. Think about times when you had to analyse case histories or collaborate with teams to resolve issues, and be ready to explain your thought process and actions.
✨Showcase Your Communication Skills
Strong communication is key in this role. Practice articulating your thoughts clearly and professionally, whether it’s through mock interviews or by discussing your experiences with friends. Highlight any instances where your communication made a significant impact on a customer's experience.