At a Glance
- Tasks: Resolve customer issues and provide exceptional support from start to finish.
- Company: Join YTL UK, a diverse and inclusive company with a great workplace culture.
- Benefits: Enjoy 25 days holiday, career progression, and a healthcare package.
- Other info: Opportunities for professional development and a supportive work environment.
- Why this job: Make a real difference by supporting customers and enhancing their experience.
- Qualifications: Experience in customer service and strong communication skills are essential.
The predicted salary is between 27000 - 33000 £ per year.
Do you thrive when resolving issues and delivering exceptional customer service?
Do you enjoy providing end-to-end support to customers?
Are you looking for a role where you can use your skills to support our valued customers?
Are you prepared to go above and beyond for customers in need?
If so, our Customer Case Handler position is the role for you.
What you'll do
As a Customer Case Handler, you will take ownership of customer cases from start to finish, ensuring timely and effective resolution.
Acting as the primary point of contact, you will promptly investigate complaints, identify root causes, and implement corrective actions wherever possible.
You will maintain accurate case histories and work collaboratively with operational and planning teams to develop customer-centred solutions that meet technical requirements, regulatory obligations, and operational feasibility.
You will be able to communicate clearly and promptly with customers, keeping them informed throughout the process and managing expectations effectively.
Supporting vulnerable customers is an essential aspect of the role.
You will proactively identify indicators of vulnerability and adapt communication and service delivery to meet individual needs.
This includes offering additional support, providing clear and accessible information, and coordinating with specialist teams or external agencies where necessary.
Sensitivity and empathy will be maintained throughout all interactions to reduce stress and provide reassurance during challenging situations.
What you'll need
You will have a positive and enthusiastic manner and be motivated and driven to provide excellent customer service.
You will be able to multi-task and prioritise your workload effectively using your communication, organisation and time management skills.
In addition, you will be confident using different IT systems and have strong negotiation and influencing skills, while also supporting and striving for process improvement and a culture of innovation.
You will bring strong experience in customer service or case management, ideally with exposure to complex or escalated issues.
You will have a solid understanding of complaint resolution techniques, escalation protocols, and regulatory compliance requirements.
A person-centred approach is key, with proven ability to identify and support vulnerable customers.
High attention to detail, adaptability, and a commitment to delivering exceptional customer experiences will set you apart.
- What you'll receive
- A combined pension contribution of up to 20%.
- Career progression and professional development opportunities.
- 25 days' holiday rising to 28 with length of service.
- The opportunity to sell up to five days of holiday every year.
- The opportunity to buy up to ten days of holiday each year (subject to conditions).
- A healthcare package that allows you to claim back healthcare costs.
- Life assurance of up to eight times your salary.
- The opportunity to lease a new electric car through salary sacrifice (subject to conditions).
- Cashback and discounts from more than 3,000 retailers.
- One paid volunteering day each year.
- Enhanced family leave and pay arrangements.
- Access toan interactive health and wellbeing platform.
- Support from trainedmental health first aiders.
- A £1,000 referral fee if you recommend someone who is successfully recruited by us.
Who we are
YTL UK is part of the international YTL Group based in Kuala Lumpur. The UK companies include:
- Wessex Water - one of the top-performing water and sewerage companies in England and Wales, serving 2.9 million people across the South West
- YTL Developments - a major UK developer currently redeveloping a 350-acre former airfield into an award-winning, exciting mix of houses, apartments, schools, commercial space, restaurants and hotels, to make a truly sustainable new community
- YTL Construction UK - a top 20 UK contractor providing fully integrated services to infrastructure, residential, commercial, industry, energy and environmental sectors
- YTL Live - the development and operation of an entertainment complex that includes a 20,000 capacity arena, conferencing and exhibition space
- plus a number of other retail, environmental and specialist businesses.
Our people tell us that YTL UK is a great place to work, which is why so many of them stay with us!
You will have a unique opportunity to develop and progress your career within such a diverse group.
We are passionate about diversity and inclusion - with that in mind, all applicants are welcome.
We are delighted to have signed the Armed Forces Covenant and are a Disability Confident Employer.
If you require reasonable adjustments to be made during the recruitment process, please inform a member of our Recruitment team.
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Customer Case Handler employer: YTL UK
Wessex Water is an exceptional employer, offering a dynamic work environment in Saltford where innovation meets community service. As a Laboratory Services Manager, you will benefit from a strong commitment to employee development, flexible working options, and a comprehensive benefits package that includes generous holiday allowances, a robust pension scheme, and health support initiatives. Join us in our mission to protect public health and the environment while enjoying a culture that values diversity and inclusion.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Case Handler
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at YTL UK. 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 YTL UK 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!
We think you need these skills to ace Customer Case Handler
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 YTL UK:Your cover letter is your chance to shine! Tell us why you want to work at YTL UK 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 YTL UK!
How to prepare for a job interview at YTL UK
✨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.
