At a Glance
- Tasks: Investigate customer cases and provide effective solutions while ensuring high satisfaction.
- Company: Join Howdens, a leading FTSE 100 business with a supportive culture.
- Benefits: Competitive salary, bonus, pension plan, 25 days holiday, and free lunch.
- Other info: Enjoy career growth opportunities in a friendly and inclusive workplace.
- Why this job: Make a real impact by solving complex customer issues in a dynamic environment.
- Qualifications: Experience in customer service and strong problem-solving skills required.
The predicted salary is between 30000 - 40000 £ per year.
Howdens is looking for a Customer Case Investigator to join our team at our bespoke stone worktop manufacturing site in Normanton, West Yorkshire. Internally, you will be known as a Customer Service Advisor. In this role, strong investigation skills are essential. You’ll act as the go-to person for handling complex customer cases, taking ownership of issues from start to finish. This involves digging into the details, identifying root causes, and working closely with multiple teams to deliver effective, lasting resolutions. Your ability to analyse information thoroughly, ask the right questions, and solve problems accurately will be key to ensuring we deliver the high standard of service our customers expect.
Location: Normanton
Contract: Full Time – Permanent
Shift: Monday - Friday, one week 9am-5pm one week 8am-4pm
Hiring Manager: Customer Service Team Leader
What will you be doing as a Customer Case Investigator:
- Handle internal and external customer inquiries across various channels, conducting thorough assessments in line with our guidelines.
- Achieve department targets and meet agreed SLAs.
- Provide outstanding customer service and ensure high levels of customer satisfaction.
- Proactively address potential issues for customers and depots.
- Offer effective solutions and follow up with departments with a positive, problem-solving approach.
- Identify and report any processes that negatively impact customer experience.
- Collaborate with the team to meet weekly targets and strive for first-time resolutions.
What you need to qualify for the Customer Case Investigator:
- Proven experience in a customer service role within a similar setting.
- Strong ability to resolve complex customer queries while prioritising the end-user experience.
- Excellent communication skills, capable of engaging with all levels of the business while staying calm under pressure.
- Effective team player with a collaborative approach to supporting the wider customer service team.
- Experience with databases and information management systems in a customer-focused environment, including reporting and KPI management, is preferred.
What we offer:
- Competitive Salary + Bonus
- Pension Plan with a maximum company contribution of 12%
- 25 days holiday + bank holidays with an opportunity to purchase additional days
- Staff discount
- Ongoing support and development
- Free lunch at our on-site canteen
- Free on-site car parking
- Friendly and supportive environment offering exceptional reward and recognition
How to Apply: We’re building a future where world-class service, innovation, and sustainability are embedded within our DNA. If Howdens sounds like the kind of place where you can build and develop your career as a Customer Case Investigator, then we’re keen to hear from you.
About Howdens: Howdens Joinery is a highly successful FTSE 100 business, with more than 900 depots nationwide and more than 11,000 staff. Last year our sales reached circa 2.3bn, and we continue to experience significant growth and success. Despite our scale, Howdens remains a local business with traditional values. There is a strong entrepreneurial ethos and the opportunity to develop within a fast-paced and commercial environment. That, along with a competitive salary, development opportunities, and exciting rewards, are among the reasons why our people enjoy working for Howdens – and why we have been named one of the 10 Best Big Companies to Work For.
Howdens is founded on the principle of being Worthwhile for ALL concerned. We’re working hard to ensure we provide an inclusive environment where everyone feels welcome. We will do everything we can to support you during your application. If you need us to make any adjustments to our recruitment process, please email recruitment@howdens.com with the job title and location, and we will be happy to help you.
Please note that candidates applying for this role must have a valid right to work in the UK; we do not offer sponsorship of employment for any depot positions at this time. We appreciate your understanding.
Customer Case Investigator employer: Howdens-95ed4e89
Howdens is an exceptional employer, offering a supportive and friendly work environment at our bespoke stone worktop manufacturing site in Normanton, West Yorkshire. With competitive salaries, generous benefits including a pension plan and staff discounts, as well as ongoing development opportunities, we prioritise employee growth and satisfaction. Our commitment to innovation and sustainability, combined with a strong entrepreneurial ethos, makes Howdens a rewarding place to build your career as a Customer Case Investigator.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Case Investigator
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Howdens-95ed4e89. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Howdens-95ed4e89 before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Howdens-95ed4e89:Your cover letter is your chance to shine! Tell us why you want to work at Howdens-95ed4e89 specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Howdens-95ed4e89!
How to prepare for a job interview at Howdens-95ed4e89
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
