Case Manager

About the role:

We are looking for an enthusiastic and well-motivated individual to join as a Customer Relations Case Manager. The main purpose of this role is to improve the customer journey as part of our values to be able to sustain our reputation and Brand reputation.

What will you be doing?

• Responsible for a multiple customer caseload.
• Take time to understand the customers individual circumstances and tailor a personal response through their preferred channel - telephone, letter, email, or social media
• Carry out necessary investigations within service level guidelines through collation, analysis, and interpretation of data, identifying best course of action for customer and business.
• Listen to truly understand customer feedback, offering best solution to prevent further escalation of issues.
• Use EASE techniques and negotiation skills to build rapport with customers to reach a solution, maintaining a balance between customer demands and impact to the business.
• Follow up actions with other functions and teams to ensure completion of tasks and ensure response is received within agreed timescales to allow feedback to customer within SLAs.
• Write bespoke, accurate, professional, personal, and balanced responses without being reliant on standard paragraphs and processes to all correspondence.
• Part of your responsibility at times will be to support other customer facing departments such as supporting the telephone lines or other customer service support roles in seasonal months.
• Proactively provide feedback to existing customers who have received multiple/ further visits in order to maintain Brand loyalty.

Essential:

• Customer focused with excellent customer service skills written and verbal, (including spelling, punctuation & grammar)
• Educated to A level standard or achieved GCSE Grade B or above in English and maths or equivalent or qualified by experience
• Adept at conflict management and excellent influencing skills
• Knowledge of complaint processes in similar environment
• Involvement in Continuous Improvement projects in the workplace
• Analytical
• IT Literate

At BDR Thermea Group, we believe that diversity, equity, and inclusion (DE&I) are critical to our success. We are committed to creating a workplace where every potential future employee feels valued, respected, and empowered to bring their whole selves to work. Please check out our DE&I policy on our website to find out more.