Mosaic Recruitment are acting as an exclusive Recruitment Partner to an award winning national charity who support disabled people and their families, by offering life-changing solutions to enable them to gain independence and personal freedom.

We are launching a campaign to recruit 20 professional Customer Case Managers, this superb opportunity will involve working as a member of friendly and encouraging team, where duties will be interesting, varied and helping to improve peoples’ lives will prove to be both rewarding and fulfilling.

Our client are offering an excellent salary accompanied by a fantastic range of benefits which include, 26 days holiday entitlement, great pension options, free parking, outstanding family friendly enterprises and superb health and well-being initiatives. The working environment is smart and modern and there are excellent onsite facilities.

This role offers an amazing opportunity to make a difference to peoples’ lives, whilst gaining exceptional job satisfaction. The role calls for outstanding individuals who strive for excellence and who will enjoy supporting customers by taking full responsibility for the end-to-end management of their individual case. 

Person Specification

We are seeking energetic, resilient and resourceful team players who nurture trust, constantly strive to exceed expectations, deliver service excellence and seek ways in which they can continually improve both themselves and the service they are providing. 

Skills and Attributes

• Resilient and resourceful
• Proven and demonstrable track record working within customer service, delivering service excellence
• Effective under pressure
• Confident making decisions
• Result orientated
• Willing, keen and eager
• Disability aware
• Committed to continual improvement
• Pro-active, utilises initiative and seeks solutions
• Keen to learn
• Collaborative, supportive and encouraging team player
• Inquisitive, investigative and analytical
• Respectful and courteous
• Empathetic and tactful
• Assertive
• Responsible
• Effective listening skills
• Detail Orientated and accurate
• Confident user of technology including Outlook and CRM
• Ability to plan and prioritise effectively
• Competent composing correspondence

Responsibilities of a Customer Case Manager

• Proactively engages with customers, partners and third parties via the telephone and in writing, to ensure that details of each customers case are considered carefully and understood thoroughly
• Analyses data accurately to investigate individual cases
• Manages and prioritises caseloads effectively, making decisions and ensuring that actions are completed and all parties are updated
• Maintain detailed and accurate case notes on the CRM system
• Carry out in-depth telephone investigations to understand the root cause of any issues or problems, in order to offer a successful solution
• Balances the needs of both the customer and the scheme
• Take ownerships of any decisions or actions that need to be implemented
• Proactively seek opportunities to make continual improvements for the customer and the scheme
• Willing participation and contribution to projects and initiatives
• Empathise with customers, taking time to understand their needs and offer constructive support and advice
• Manage objections in a sensitive and tactful manner
• Ensure that all actions agreed are carried out within agreed timescales
• Act as a collaborative team member who supports, encourages and assists others whilst willing sharing ideas, knowledge and information
• Confident organising and planning workload to achieve objections
• Makes competent and decisive judgements based on evidence and facts
• Investigates effectively using pertinent questioning techniques to establish facts
• Manging customer issues and complaints effectively and efficiently