Customer Case Investigator

Location | Normanton 

Contract | Full Time – Permanent

Shift | Monday - Friday, one week 9am-5pm one week 8am-4pm

Howdens is looking for a Customer Case Investigator to join our team at our bespoke stone worktop manufacturing site in Normanton, West Yorkshire.

In this role, exceptional investigation skills are essential. You'll be the go-to person for handling complex customer cases—digging into the details, uncovering root causes, and working across teams to find effective resolutions. Your ability to analyse information thoroughly and problem-solve with accuracy will be key to delivering the high standard of service our customers expect.

Shift Pattern: Monday to Friday, alternating weekly between 9 am - 5 pm and 8 am - 4 pm

What will you be doing as a Customer Case Investigator:

• 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.

What you need to qualify for the Customer Case Investigator:

• 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 onsite canteen
• Free onsite car parking
• Friendly and supportive environment offering exceptional reward and recognition

About Howdens:

Howdens Joinery is the UK’s number one trade kitchen supplier, providing thousands of products across kitchens, joinery, and hardware. We have over 900 depots throughout the UK and Europe – making us the first choice for more than 460,000 loyal trade professionals. With an ambitious and credible growth plan, we continue to build on our £2.3 billion sales made last year.

There is a strong entrepreneurial ethos and the opportunity to develop within a fast-paced and commercial environment.  That, along with a competitive salary, development opportunities, and exciting rewards, are among the reasons why our people enjoy working for Howdens – and why we have been named as one of the 10 Best Big Companies to Work For.

How to Apply:

We’re building a future where world-class service, innovation, and sustainability are embedded within our DNA. If Howdens sounds like the kind of place where you can build and develop your career as a Customer Case Investigator, then we’re keen to hear from you. 

When you apply for this role, you will need to activate your account. Please check your email carefully to ensure that you have completed this step. We are unable to view your application if you have not activated your account. 

Howdens is founded on the principle of being Worthwhile for ALL concerned. We’re working hard to ensure we provide an inclusive environment where everyone feels welcome. We will do everything we can to support you during your application. If you need us to make any adjustments to our recruitment process, please email recruitmentteam@howdens.com with the job title and location, and we will be happy to help you. 

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