At a Glance
- Tasks: Manage complex customer cases and resolve high-level complaints with confidence.
- Company: Join Wren Kitchens, the UK's largest kitchen and bedroom retailer.
- Benefits: Life insurance, personal training budget, staff discounts, and career progression.
- Other info: Dynamic work environment with opportunities for growth and development.
- Why this job: Make a real impact by turning challenges into positive customer experiences.
- Qualifications: Strong communication skills and ability to handle complex situations.
The predicted salary is between 28800 - 43200 € per year.
Are you driven by resolving complex issues and turning challenging situations into positive outcomes? Join our vibrant Customer Installation Centre at Wren Kitchens, Barton-upon-Humber, where you'll take ownership of our most critical customer cases and play a key role in protecting both customer trust and brand reputation. As a Case Manager, you'll manage high-level complaints and complex installation cases end-to-end. You'll be the calm and confident expert our customers rely on when things haven't gone to plan. This role is about accountability, judgement, and delivering fair, timely resolutions — even under pressure. If you're resilient, empathetic and thrive on solving problems, this is the role for you!
Responsibilities
- Own complex cases from start to finish – manage high-risk complaints and escalations with full accountability, ensuring clear communication and timely resolution.
- Be the voice of calm and confidence – handle sensitive conversations with professionalism, empathy, and authority, even when emotions are high.
- Drive fair and commercial outcomes – balance customer satisfaction with business integrity, making sound decisions aligned to policy and customer impact.
- Resolve, don’t react – investigate root causes, challenge poor outcomes, and ensure issues are genuinely fixed, not just closed.
- Deliver recovery moments – turn difficult experiences into trust-building resolutions that protect long-term customer loyalty.
- Work cross-functionally – collaborate with Installers, Operations, Showrooms, and internal teams to unblock cases and drive momentum.
- Raise standards – identify recurring issues, process gaps, and service risks, feeding insight back to improve future performance.
- Act decisively – use judgement, experience, and data to make confident decisions in fast-moving, high-impact situations.
This is a role for someone who takes ownership, thinks critically, and isn’t afraid of responsibility.
What Wren Offers
- Life insurance after 2 years' service
- Access to Benenden health and discount platform after 1 year of continuous service
- Personalised progression plan with clear career opportunities
- Individual training budget for personal development
- EE discount
- Staff discount on purchasing a kitchen/bedroom after 1 year of continuous service
- Eye Care Vouchers
- Refer a Friend Scheme
About You
- A confident, composed communicator – you handle difficult conversations with authority, clarity, and empathy, building trust even when situations are complex or emotionally charged.
- Comfortable with complexity – confident navigating multiple systems, reviewing detailed case histories, and managing information accurately to drive the right outcome.
- Judgement-led and accountable – you're trusted to make sound, fair decisions, take ownership of outcomes, and stand by them.
- Customer-focused but commercially aware – you balance exceptional customer outcomes with business integrity, policy, and long-term impact.
- Resilient and solution-driven – you stay calm under pressure, cut through noise, and focus on resolving issues properly, not just quickly.
- Continuously improving – you spot patterns, challenge ways of working, and actively contribute to raising service standards across the wider team.
About The Company
Wren Kitchens is the largest kitchen and bedroom retailer in the UK, with £1billion+ turnover, more than 100 UK showrooms and an exciting expansion into the USA. We don't just sell kitchens and bedrooms - we manufacture, deliver and install them too. Making dreams come to reality! If you can match our passion to grow our business and exceed customer expectations by delivering world-class service, you'll be rewarded by a company that recognises talent with exceptional earning potential and company-wide opportunities to progress.
Customer Case Manager in Barton upon Humber employer: Wren Kitchens
Wren Kitchens is an exceptional employer, offering a dynamic work environment in Barton-upon-Humber where you can truly make a difference as a Customer Case Manager. With a strong focus on employee growth, personalised progression plans, and a supportive culture that values accountability and resilience, you'll find ample opportunities to develop your skills while contributing to customer satisfaction and brand integrity. Enjoy benefits like life insurance, health access, and staff discounts, all while being part of the UK's largest kitchen and bedroom retailer, committed to turning challenges into rewarding experiences.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Case Manager in Barton upon Humber
✨Tip Number 1
Get to know the company inside out! Research Wren Kitchens, their values, and what makes them tick. This way, when you get that interview, you can show off your knowledge and passion for the brand.
✨Tip Number 2
Practice your problem-solving skills! Think of real-life examples where you've turned a tough situation around. Being able to share these stories will demonstrate your resilience and ability to handle complex cases.
✨Tip Number 3
Don’t shy away from asking questions during interviews. It shows you're engaged and genuinely interested in the role. Plus, it gives you a chance to assess if Wren Kitchens is the right fit for you too!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to connect directly with us.
We think you need these skills to ace Customer Case Manager in Barton upon Humber
Some tips for your application 🫡
Show Your Problem-Solving Skills:In your application, make sure to highlight any experiences where you've successfully resolved complex issues. We love seeing how you’ve turned challenging situations into positive outcomes, just like the role requires!
Be Clear and Concise:When writing your application, keep it straightforward. We appreciate clarity, so avoid jargon and get straight to the point about your skills and experiences that relate to the Customer Case Manager role.
Demonstrate Empathy:Since this role involves handling sensitive conversations, show us your empathetic side in your application. Share examples of how you've built trust with customers or colleagues during tough times.
Tailor Your Application:Make sure to customise your application for us at Wren Kitchens. Highlight how your values align with our commitment to customer satisfaction and business integrity. And remember, apply through our website for the best chance!
How to prepare for a job interview at Wren Kitchens
✨Know Your Customer Case Management
Familiarise yourself with the key responsibilities of a Customer Case Manager. Understand how to manage high-level complaints and complex cases, and be ready to discuss your previous experiences in similar roles. This will show that you’re not just interested in the job, but that you truly understand what it entails.
✨Demonstrate Empathy and Communication Skills
Prepare examples of how you've handled sensitive conversations in the past. Wren Kitchens values calm and confident communication, so think about times when you’ve turned a challenging situation into a positive outcome. Practising these scenarios can help you articulate your approach during the interview.
✨Showcase Your Problem-Solving Abilities
Be ready to discuss specific instances where you’ve resolved complex issues. Highlight your ability to investigate root causes and ensure genuine fixes rather than quick closures. This aligns perfectly with the role’s focus on accountability and delivering fair resolutions.
✨Research Wren Kitchens and Its Values
Understand Wren Kitchens' mission and values, especially their commitment to customer satisfaction and brand reputation. Being able to connect your personal values with those of the company will demonstrate your genuine interest and fit for the role.
