Customer Case Investigator Team Lead

We are recruiting a Customer Case Investigator Team Lead to lead our Customer Case Investigation Team at Howden Work Surfaces. This role is central to ensuring complex customer cases are managed fairly, consistently, and in line with policy, while also developing a high‑performing team of investigators.

At Howden Work Surfaces, we pride ourselves on delivering exceptional quality, robust governance, and an outstanding customer experience. As Customer Case Investigator Team Lead, you will combine people leadership, case management expertise, and quality assurance, shaping both the day‑to‑day performance of the team and the long‑term direction of the function.

This opportunity is ideal for a confident and credible leader who can balance operational delivery with sound judgement, continuous improvement, and strong stakeholder engagement.

Location | Normanton, West Yorkshire.

Shift | Monday - Friday, Full-time, predominantly on-site (4 days per week)

Grade | 6

Hiring Manager | Senior Team Leader | Charlotte Ellis

Why Join Howdens:

Joining Howdens means being part of a business built on strong values, long‑term thinking, and doing the right thing. In this role, you’ll have the opportunity to:

• Lead with purpose – Coach and develop a team of investigators handling sensitive and complex cases.
• Influence outcomes – Ensure investigations are thorough, fair, and consistent, protecting both the customer experience and the business.
• Drive improvement – Identify trends, risks, and process gaps to continuously enhance investigation quality and efficiency.
• Develop your leadership – We invest in our leaders, offering support, autonomy, and development to help you build a future‑ready team.

If you’re motivated by ownership, accountability, and making a meaningful impact, this is a role where you can truly add value.

What Will You Be Doing:

As Customer Case Investigator Team Lead, you will take ownership of both people leadership and case quality, ensuring investigations are handled to a high standard and in line with best practice.

Leadership & Team Management

• Lead, coach, and develop a team of case investigators.
• Monitor team performance against SLAs, KPIs, and quality standards.
• Conduct regular 1:1s, performance reviews, and development conversations.
• Act as an escalation point for complex, high‑risk, or sensitive cases.

Case Oversight & Quality Assurance

• Review investigator decisions to ensure accuracy, fairness, and compliance.
• Ensure investigations follow internal policies, procedures, and best practice.
• Maintain consistency in outcomes and written correspondence.
• Provide constructive feedback to improve investigative capability and decision‑making.

Continuous Improvement & Insight

• Identify trends, risks, and learning points from case data.
• Highlight process gaps and recommend practical improvements.
• Support the development of training materials, guidance notes, and decision frameworks.
• Contribute to policy development and procedural changes where required.
• Work closely with stakeholders across the business to reduce repeat issues and improve the overall customer journey.

This is a hands‑on leadership role requiring strong judgement, attention to detail, and the confidence to make balanced decisions in a fast‑paced environment.

What Do You Need to Qualify:

We’re looking for a capable and credible leader with a strong investigative mindset. You’ll bring:

• Proven experience leading or supervising a team within a service, investigation, compliance, or case‑management environment.
• Strong investigative and analytical skills, with sound judgement under pressure.
• Experience coaching, developing, and performance‑managing others.
• Excellent written communication skills, particularly for case summaries and customer correspondence.
• Strong stakeholder management and conflict‑resolution skills.
• Confidence working with data, KPIs, and quality measures.
• High levels of accuracy, attention to detail, and organisation.
• The ability to manage competing priorities effectively.
• Knowledge of solid surfaces or manufacturing processes (advantageous but not essential).
• A proactive mindset with a focus on continuous improvement and doing the right thing.

What Can We Offer You:

• Competitive salary plus bonus
• Pension plan with up to 12% company contribution
• 25 days holiday + bank holidays, with the option to buy more
• Staff discount
• Free meal at our on‑site canteen
• Ongoing training, development, and career progression
• A friendly, supportive environment with strong recognition and rewards

How to Apply

Before applying, please speak to your manager so they are aware of your interest. You’ll need to submit a CV and cover letter via the internal system.

If you have any questions or need further information, please contact Lauren Hardaker, Recruitment Manager, or a 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