Customer Case Handler

Adecco; England; Hybrid; GBP 27,000; Full time

Job summary

A leading recruitment agency in the UK seeks a Customer Care Manager in Warwick. The role involves managing customer complaints, ensuring compliance with regulations, and delivering training to staff. Ideal candidates will have experience in customer service operations and strong analytical skills. The position offers competitive salary, full-time hours, and hybrid work options.

Benefits

25 days annual leave

Bank holidays

Training and development opportunities

Qualifications

• Experience in customer service operations.
• Knowledge of general insurance and compliance frameworks.
• Skilled in training, coaching, and performance observation.

Responsibilities

• Manage complaints and customer outcome.
• Investigate and resolve complaints within KPIs.
• Monitor customer interactions for compliance.

Skills

Customer service experience

Knowledge of general insurance

Training and coaching skills

Analytical skills

Rapport-building

Job description

Job Opportunity: Customer Care Manager

Location: Warwick

Working Days: Full time / Monday - Friday with 2 HYBRID work from home days

Hours: 08:30 AM - 5:00 PM

Salary: 27,000 per annum

Benefits: 25 days annual leave + bank holidays

Role Overview

Join our dynamic Customer Outcome Team as a Customer Care Manager. This pivotal role ensures regulatory compliance and promotes fair customer outcomes. You'll manage complaints, support service operations, and lead training initiatives.

Key Responsibilities

• Complaints & Customer Outcome Management
• Investigate and resolve complaints within KPIs.
• Conduct root cause analysis from Trustpilot and social media feedback.
• Manage complaint‑related costs and maintain analysis registers.
• Perform peer reviews and provide feedback.
• Operational Support & Compliance
• Monitor customer interactions to ensure TCF principles.
• Coordinate updates across departments and insurers.
• Submit and review KPI reports.
• Training & Development
• Identify and deliver internal training.
• Coach and mentor staff.
• Develop and coordinate training materials.

Candidate Requirements

• Experience in customer service operations.
• Knowledge of general insurance and compliance frameworks.
• Skilled in training, coaching, and performance observation.
• Strong analytical skills and attention to detail.
• Excellent rapport‑building with stakeholders.

Reporting Line

Reports directly to the Head of Customer Outcome.

How to Apply

Submit your CV and a cover letter outlining your suitability for the role.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website.