Case Manager/Handler - Customer Service

£28669 per annum, Benefits: Generous Pension, Holiday Allowance, Health Care, Discounted Gym Membership, Life Assurance.
Harlow
Essex
Permanent
Operations
TC-13-M2
CCP has passionately supported candidates with ‘customer contact’ job opportunities since 2010. We focus on partnering with our fantastic clients, immersing ourselves in their brand when they’re looking for talented, culturally aligned people to join their business.
 
Are you an attentive and logical Case Manager/Case Handler seeking a role which incredibly rewarding?
Are you available to work with a reputable charity providing customers with outstanding support and service from mid-February?
 
We are delighted to be working with a nationwide charitable organisation with the appointment of a team of Customer Case Managers/Handlers to join their inclusive contact centre in West Essex. This is a highly fulfilling role where you can truly ‘give something back’, you will make a genuine impact on the lives of those with disabilities, as well as their families and/or carers. Their office is easily commutable from Essex, Hertfordshire, and parts of North London with free parking on site, transport from the town centre and train station as well as a generous benefits package. 
 
The successful Customer Case Managers/Case Handlers will be expected to handle a variety of calls and contact from customers with a range of enquiries. You will be trusted to offer exemplary customer service through the entirety of the case and handle all calls with an empathetic, patient and resilient approach. Experience of dealing with investigations, complaints, claims or caseloads would be advantageous, as well as any examples of working with the vulnerable, disabled or charities.
 
Key Accountabilities and Competencies:
  • Customer Service and Communication – engage with customers via telephone or written correspondence; treat customers with respect and understand their situation; take a sensitive, tactful and constructive approach; offer exemplary customer service at all times. 
  • Case Management – ensure case notes and databases are recorded accurately; keep customers, colleagues and third parties up to date with case progress; manage caseloads effectively and follow through on actions in line with performance objectives; handle sensitive or high profiles cases; accurately use data to investigate cases; take responsibility for decisions and taken actions.
  • Decision Making and Problem Solving – investigate all cases thoroughly to provide the right resolution; operate sound judgement and decision making balancing the needs of the customer with the needs of the scheme; methodical and detailed approach to problem solving; ask appropriate questions to gain a sound understanding of a situation; take a balanced and considered approach to decision making; be decisive and able to make decisions based on rational judgement and facts.
  • Organisation – be able to organise and prioritise workload; meet deadlines and achieve objectives; pay attention to detail and check own work is accurate.
  • Teamwork – willingly contribute to team initiatives and meetings; share best practice, knowledge and information with colleagues; treat others with respect.
 
Essential Technical Skills/Knowledge:
  • Microsoft Office – Word, Excel, PowerPoint and Outlook.
  • Able to accurately compose letters and case notes.
 
Benefits Package:
  • 26 days holiday plus Bank Holiday, increasing to 28 after 5 years’ service.
  • Private health care, eye tests, flu vaccinations and enhanced sick pay.
  • Discount gym membership.
  • Generous life assurance and pension.
  • Enhanced parental leave inclusive of adoption.
  • Minibus service from town centre.
  • Various social events.
 
This is a hybrid role which will come into action once an initial probationary period has been completed. This is a fantastic opportunity to join a growing team with a diverse and inclusive culture. Success and hard work are well celebrated and being able to see the impact you have on the lives of disabled people is highly rewarding.
 
Apply today to be considered for this exciting role as a Customer Service Case Manager/Case Handler. Contact Tim Campion on 0208 989 7779 or email tim@ccprecruitment.com for more information.
 
CCP are proud to support many of the world’s best brands, helping them source talent, embrace diversity and build inclusive workplaces. To be considered for this role please apply using the link below, suitable candidates will be contacted in due course.

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