Customer Case Investigator

Location | Normanton 

Contract | Full Time – Permanent

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

Grade | 7 

Hiring Manager | Charlotte Ellis

We’re 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

How to apply

Before you apply, please speak to your manager so that they are aware of your interest in this role. Please take note that this advert is a summary of the main duties and responsibilities and may be subject to change. 

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. 

If you have any questions or need any further support or information, please get in touch with Lauren Hardaker Recruitment Advisor, or any member of the recruitment team.

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.