Case Manager: Complex Customer Resolutions Leader

Wren Kitchens; Barton-upon-Humber; On-site; Full time

Job description

About The Role

Are you driven by resolving complex issues and turning challenging situations into positive outcomes?

About The Role

Are you driven by resolving complex issues and turning challenging situations into positive outcomes?

Join our vibrant Customer Installation Centre at Wren Kitchens, Barton-upon-Humber, where you’ll take ownership of our most critical customer cases and play a key role in protecting both customer trust and brand reputation.

As a Case Manager, you’ll manage high-level complaints and complex installation cases end-to-end. You’ll be the calm and confident expert our customers rely on when things haven’t gone to plan. This role is about accountability, judgement, and delivering fair, timely resolutions — even under pressure.

If you’re resilient, empathetic and thrive on solving problems, this is the role for you!

Key Responsibilities

• Own complex cases from start to finish – manage high-risk complaints and escalations with full accountability, ensuring clear communication and timely resolution.
• Be the voice of calm and confidence – handle sensitive conversations with professionalism, empathy, and authority, even when emotions are high.
• Drive fair and commercial outcomes – balance customer satisfaction with business integrity, making sound decisions aligned to policy and customer impact.
• Resolve, don’t react – investigate root causes, challenge poor outcomes, and ensure issues are genuinely fixed, not just closed.
• Deliver recovery moments – turn difficult experiences into trust-building resolutions that protect long-term customer loyalty.
• Work cross-functionally – collaborate with Installers, Operations, Showrooms, and internal teams to unblock cases and drive momentum.
• Raise standards – identify recurring issues, process gaps, and service risks, feeding insight back to improve future performance.
• Act decisively – use judgement, experience, and data to make confident decisions in fast-moving, high-impact situations.
  
  

This is a role for someone who takes ownership, thinks critically, and isn’t afraid of responsibility.

What Wren Offers:

• Life insurance after 2 years’ service
• Access to Benenden health and discount platform after 1 years of continuous service
• Personalised progression plan with clear career opportunities
• Individual training budget for personal development
• EE discount
• Staff discount on purchasing a kitchen/bedroom after 1 year of continuous service
• Eye Care Vouchers
• Refer a Friend Scheme
  
  

About You

• A confident, composed communicator – you handle difficult conversations with authority, clarity, and empathy, building trust even when situations are complex or emotionally charged.
• Comfortable with complexity – confident navigating multiple systems, reviewing detailed case histories, and managing information accurately to drive the right outcome.
• Judgement-led and accountable – you’re trusted to make sound, fair decisions, take ownership of outcomes, and stand by them.
• Customer-focused but commercially aware – you balance exceptional customer outcomes with business integrity, policy, and long-term impact.
• Resilient and solution-driven – you stay calm under pressure, cut through noise, and focus on resolving issues properly, not just quickly.
• Continuously improving – you spot patterns, challenge ways of working, and actively contribute to raising service standards across the wider team
  
  

About The Company

Wren Kitchens is the largest kitchen and bedroom retailer in the UK, with £1billion + turnover, more than 100 UK showrooms. We don’t just sell kitchens and bedrooms - we manufacture, deliver and install them too. Making dreams come to reality!

If you can match our passion to grow our business and exceed customer expectations by delivering world-class service, you’ll be rewarded by a company that recognises talent with exceptional earning potential and company-wide opportunities to progress.