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: Enjoy life insurance, personal development budgets, and staff discounts.
- Other info: Dynamic work environment with clear career progression opportunities.
- Why this job: Make a real impact by turning challenges into positive customer experiences.
- Qualifications: Strong communication skills and a knack for problem-solving required.
The predicted salary is between 30000 - 40000 £ 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!
Key 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. 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 (Start Date: 27th July 2026) 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 discounts, and staff perks, all while being part of the UK's largest kitchen and bedroom retailer dedicated to turning challenges into positive outcomes.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Case Manager (Start Date: 27th July 2026)
✨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 into a positive outcome. This will help you shine during those tricky interview questions about handling complex cases.
✨Tip Number 3
Show off your communication skills! Be prepared to demonstrate how you handle difficult conversations with empathy and authority. Role-play with a friend or family member to build your confidence before the big day.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're genuinely interested in joining the Wren Kitchens team. Don’t miss out on this opportunity!
We think you need these skills to ace Customer Case Manager (Start Date: 27th July 2026)
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 want to see how you turn challenges into positive outcomes, just like you'll be doing as a Case Manager.
Be Clear and Concise:When writing your application, keep it straightforward. Use clear language to communicate your thoughts and experiences. We appreciate a well-structured application that gets straight to the point!
Demonstrate Empathy:Since this role involves handling sensitive conversations, show us your empathetic side. Share examples of how you've built trust with customers or colleagues in challenging situations. It’s all about connecting with people!
Tailor Your Application:Make sure to customise your application for this specific role. Highlight relevant skills and experiences that align with the job description. We love seeing candidates who take the time to understand what we’re looking for!
How to prepare for a job interview at Wren Kitchens
✨Know Your Stuff
Before the interview, dive deep into Wren Kitchens' values and mission. Understand their approach to customer service and how they handle complex cases. This will help you align your answers with what they’re looking for.
✨Showcase Your Empathy
Prepare examples that highlight your ability to handle difficult conversations with empathy and professionalism. Think of times when you turned a negative situation into a positive outcome, as this is key for a Customer Case Manager.
✨Demonstrate Problem-Solving Skills
Be ready to discuss specific instances where you’ve resolved complex issues. Use the STAR method (Situation, Task, Action, Result) to structure your responses and show how you can drive fair outcomes under pressure.
✨Ask Insightful Questions
At the end of the interview, ask questions that show your interest in continuous improvement and collaboration. Inquire about how the team identifies recurring issues or how they support each other in high-pressure situations.
