Customer Case Handler

YTL UK; Trowbridge; On-site; GBP 25,000 - 36,000; Full time

Benefits offered by this job

Pension up to 20%

Career progression

Holiday allowance

Holiday buy/sell

Healthcare package

Life assurance

Electric car salary sacrifice

Retail discounts

Volunteer day

Enhanced family leave

Wellbeing platform

Mental health support

Referral bonus

Job summary

YTL UK is seeking a Customer Case Handler to own customer cases from start to finish, ensuring timely and effective resolution. You will act as the primary contact, investigate complaints, identify root causes, and implement corrective actions while maintaining accurate case histories.

You will communicate clearly with customers, manage expectations, and support vulnerable customers with empathy, adapting communication to individual needs throughout the process.

Qualifications

• Experience in customer service or case management and escalation handling.
• Strong understanding of complaint resolution techniques, escalation protocols, and regulatory requirements.
• Person-centred approach with attention to detail and adaptability.

Responsibilities

• Take ownership of customer cases from start to finish and resolve them promptly.
• Investigate complaints, identify root causes and implement corrective actions.
• Maintain accurate case histories and coordinate with teams to deliver solutions.
• Communicate clearly with customers and manage expectations.

Skills

Customer service

Case management

Communication skills

Multi-tasking

IT systems proficiency

Negotiation

Process improvement

Tools

CRM software

Data entry systems

Job description

Do you thrive when resolving issues and delivering exceptional customer service? Do you enjoy providing end-to-end support to customers? Are you looking for a role where you can use your skills to support our valued customers? Are you prepared to go above and beyond for customers in need? If so, our Customer Case Handler position is the role for you.

What you'll do

As a Customer Case Handler, you will take ownership of customer cases from start to finish, ensuring timely and effective resolution. Acting as the primary point of contact, you will promptly investigate complaints, identify root causes, and implement corrective actions wherever possible. You will maintain accurate case histories and work collaboratively with operational and planning teams to develop customer-centred solutions that meet technical requirements, regulatory obligations, and operational feasibility.

You will be able to communicate clearly and promptly with customers, keeping them informed throughout the process and managing expectations effectively.

Supporting vulnerable customers is an essential aspect of the role. You will proactively identify indicators of vulnerability and adapt communication and service delivery to meet individual needs.

This includes offering additional support, providing clear and accessible information, and coordinating with specialist teams or external agencies where necessary. Sensitivity and empathy will be maintained throughout all interactions to reduce stress and provide reassurance during challenging situations.

What you'll need

You will have a positive and enthusiastic manner and be motivated and driven to provide excellent customer service. You will be able to multi-task and prioritise your workload effectively using your communication, organisation and time management skills.

In addition, you will be confident using different IT systems and have strong negotiation and influencing skills, while also supporting and striving for process improvement and a culture of innovation.

You will bring strong experience in customer service or case management, ideally with exposure to complex or escalated issues. You will have a solid understanding of complaint resolution techniques, escalation protocols, and regulatory compliance requirements. A person-centred approach is key, with proven ability to identify and support vulnerable customers. High attention to detail, adaptability, and a commitment to delivering exceptional customer experiences will set you apart.

What you'll receive

• A combined pension contribution of up to 20%.
• Career progression and professional development opportunities.
• 25 days' holiday rising to 28 with length of service.
• The opportunity to sell up to five days of holiday every year.
• The opportunity to buy up to ten days of holiday each year (subject to conditions).
• A healthcare package that allows you to claim back healthcare costs.
• Life assurance of up to eight times your salary.
• The opportunity to lease a new electric car through salary sacrifice (subject to conditions).
• Cashback and discounts from more than 3,000 retailers.
• One paid volunteering day each year.
• Enhanced family leave and pay arrangements.
• Access toan interactive health and wellbeing platform.
• Support from trainedmental health first aiders.
• A £1,000 referral fee if you recommend someone who is successfully recruited by us.

Who we are

YTL UK is part of the international YTL Group based in Kuala Lumpur. The UK companies include:

• Wessex Water - one of the top-performing water and sewerage companies in England and Wales, serving 2.9 million people across the South West
• YTL Developments - a major UK developer currently redeveloping a 350-acre former airfield into an award-winning, exciting mix of houses, apartments, schools, commercial space, restaurants and hotels, to make a truly sustainable new community
• YTL Construction UK - a top 20 UK contractor providing fully integrated services to infrastructure, residential, commercial, industry, energy and environmental sectors
• YTL Live - the development and operation of an entertainment complex that includes a 20,000 capacity arena, conferencing and exhibition space
• plus a number of other retail,environmental and specialist businesses.

Our people tell us that YTL UK is a great place to work, which is why so many of them stay with us! You will have a unique opportunity to develop and progress your career within such a diverse group.

We are passionate about diversity and inclusion - with that in mind, all applicants are welcome. We are delighted to have signed the Armed Forces Covenant and are a Disability Confident Employer.

If you require reasonable adjustments to be made during the recruitment process, please inform a member of our Recruitment team.