Case Officer

Aster Group Ltd.; Deutschland; Hybrid; EUR 28.000 - 35.000; Vollzeit

Benefits dieser Stelle

Flexible working

Wellbeing programme

Career development

Pension and life cover

Volunteer hours

Discounts and leave enhancements

Zusammenfassung

Aster Group is recruiting for a Case Officer to own service requests and complaints, working with colleagues and customers to deliver compliant, customer-focused outcomes.

You will conduct investigations, write formal complaint responses, manage caseloads, and communicate pro-actively to ensure timely resolutions. This is a hybrid role with regular team meetings and travel when needed.

Qualifikationen

• Experience handling service requests and complaints.
• Strong written and verbal communication skills.

Aufgaben

• Take ownership of service requests and complaints.
• Conduct thorough investigations to arrive at fair resolutions.
• Keep customers informed with clear updates and formal responses.
• Collaborate with colleagues and operational leaders to improve service delivery.

Kenntnisse

Complaint handling

Investigations

Written communication

Verbal communication

Jobbeschreibung

Aster Group are offering an exciting opportunity to be part of our Case Officer team. The role consists of taking ownership of service requests and complaints. You will be working closely with colleagues and customers to conduct thorough investigations to arrive at a fair resolution that delivers a compliant, customer focused complaint service. You will need excellent written and verbal communication skills to keep the customer informed, including writing formal complaint response letters. You'll be organised and effectively manage your case load and commitments to ensure timely resolution and pro-active customer communication. You'll work closely with operational leaders to deliver complaint resolution and identify learning to improve service delivery. This is considered a hybrid role, enabling you to work from home. You will attend our offices regularly for team meetings, training sessions and collaborative working days, giving you the best balance of independent and team-based working, so being happy to travel is a must. Our operating region includes Hampshire, Wiltshire, Somerset, Dorset, Devon, Cornwall and London.

What's in it for me? We invest in our colleagues because we know if they have a better day at work, the service our customers receive will be better. The Aster Offer is our offer to our colleagues to ensure they have a great day at work and includes things like:

• Flexible working - whilst some roles need to be carried out in a specific place at a specific time, where possible we encourage our colleagues to work to their own schedule at a location that suits them, their team and our business' needs
• A focus on colleague wellbeing - workshops, an employee assistance programme offering counselling and support, mental health training and a health cash plan
• We invest in colleagues' careers and development through our leader and colleague development frameworks
• Defined Contribution Pension and attached life assurance
• Volunteering hours available to all colleagues to enable them to give back
• Savings at cinemas, gyms, holidays, days out, various shops and eateries and lots more
• Enhanced leave

We celebrate colleagues who go above and beyond with a range of personalised recognition initiatives

We create an inclusive workplace that promotes and values diversity and believe that creating an environment where everyone, from any background, can do their best work is the right thing to do.

All candidates will be required to verify their right to work in the UK prior to commencement of employment with the Aster Group & it's subsidiary brands.

The Company has experienced unprecedented growth over the past few years. We have a vast number of employees, and provide support to clients from all over the country.