Customer Care & Case Triage Specialist

A2Dominion; Staines-upon-Thames; On-site; GBP 22,000 - 26,000; Full time

Benefits offered by this job

25 days’ holiday (Plus Bank Holidays)

Up to 8% contributory pension

All permanent and fixed-term employees

Job summary

A2Dominion is seeking a Service Recovery Assistant to support the Decants Team, handling customer enquiries, triaging cases and maintaining records to keep work moving smoothly. This is a busy, varied role requiring accuracy and proactive problem solving.

You will communicate clearly in writing and speech, manage multiple tasks under pressure, and contribute to service improvements while ensuring a high standard of customer service for residents.

Qualifications

• Educated to GCSE level or equivalent in Maths and English (Grades A*–C)
• Experience providing a customer-focused administrative service
• Proven track record of delivering excellent customer service
• Strong verbal and written communication skills
• Excellent attention to detail and a proactive approach to problem solving
• Ability to analyse information and draw logical conclusions
• Good working knowledge of Microsoft Office applications, including Outlook, Word and Excel. Experience using CRM systems would be advantageous
• Ability to manage competing priorities and work effectively under pressure
• Resilient, adaptable and able to work on your own initiative
• Positive attitude with a willingness to learn and develop

Responsibilities

• Manage customer enquiries
• Support case triage
• Maintain accurate records
• Work closely with colleagues across the business to resolve issues quickly and effectively
• Support workload management, reporting and service improvements

Skills

Customer service

Communication

Multitasking

Attention to detail

Prioritization

Organisational skills

Education

GCSE Maths & English

Tools

CRM systems

Microsoft Outlook

Microsoft Word

Microsoft Excel

Job description

A2Dominion is seeking a Service Recovery Assistant to support the Decants Team, handling customer enquiries, triaging cases and maintaining records to keep work moving smoothly. This is a busy, varied role requiring accuracy and proactive problem solving.

You will communicate clearly in writing and speech, manage multiple tasks under pressure, and contribute to service improvements while ensuring a high standard of customer service for residents.