At a Glance
- Tasks: Investigate customer cases and provide effective solutions from start to finish.
- Company: Join Howdens, a leading bespoke stone worktop manufacturer with a supportive culture.
- Benefits: Competitive salary, bonus, pension plan, 25 days holiday, and free lunch.
- Other info: Enjoy a friendly environment with excellent career development opportunities.
- Why this job: Make a real difference in customer satisfaction while developing your problem-solving skills.
- Qualifications: Experience in customer service and strong communication skills required.
The predicted salary is between 30000 - 40000 £ per year.
Overview
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.
This role requires strong investigative skills as you will be the go‑to person for handling complex customer cases, taking ownership of issues from start to finish.
You must dig into details, identify root causes, and work closely with multiple teams to deliver effective, lasting resolutions.
Location & Hours
Location: Normanton, West Yorkshire Contract: Full Time – Permanent Shift: Monday – Friday, alternating 9am‑5pm and 8am‑4pm
Responsibilities
- 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.
Qualifications
- 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
- Equal Opportunities
All people are valued at Howdens and we are committed to working in an inclusive environment.
All applicants will be considered equally, irrespective of age, disability, gender, ethnicity, or any other protected characteristic.
Right to Work Statement
Applicants must have a valid right to work in the UK; we do not offer sponsorship for this position.
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