We have an exciting opportunity that has become available for a well-regarded and successful company based in Harlow.

This is a 12 month fixed term contract so ideally you will need to be available to start immediately.

Our client can offer you an excellent working environment, thorough training and support and the opportunity to work with an employer of choice in the area.

The successful candidates will have a proven background in customer services, ideally within a call centre background. You will need to be able to demonstrate that you have good communication and listening skills with the ability to make decisions and work on your own initiative.

Key responsibilities for the Customer Service Case Manager;

Customer Service

•             Proactively engage directly with customers via telephone or through written correspondence

•             Ensure the details of each case are thoroughly understood and considered

•             Work with managers in the handling of sensitive or high profile cases

•             Ensure detailed case notes are compiled accurately and relevant databases updated and maintained in line with data retention and dataprotection guidelines

•             Proactively keep customers, colleagues and third parties up-to-date with the progress of cases

•             Manage caseloads effectively and follow through on actions required, in line with performance objectives

Decision Making

•             Investigate all cases thoroughly, understanding the root cause of issues or problems in order to provide the right resolution

•             Operate sound judgement and decision making

•             Take ownership and responsibility for decisions and actions taken

Personal Organisation

-              Ability to organise own workload

-              Plan and organise priorities in order to meet deadlines and to achieve objectives

-              Pays attention to detail and checks accuracy of own work

Problem Solving & Decision Making

-              An analytical, detailed and methodical approach to problem solving

-              Ability to ask pertinent questions and get a thorough understanding of a situation

-              A balanced and considered approach to decision making using initiative where appropriate

-              Being decisive and able to support decisions with sound judgement and facts

If you have the relevant skills and experience for this role, are available immediately and looking for a new challenge please get in touch.