Customer Case Investigator

The Best Connection; Wakefield; On-site; GBP 18,000 - 19,000; Full time

Job summary

The Best Connection are recruiting on behalf of a prestigious manufacturing client based in Normanton for Customer Case Investigators to join their busy customer service team on a temporary contract running until Christmas.

Role involves taking ownership of customer queries from initial contact to resolution, investigating concerns, liaising with internal departments, and delivering timely solutions with high service standards. Alternating weekly shifts and 37.5 hours per week are included.

Qualifications

• Experience in customer service or case management.
• Strong investigative and problem-solving skills.
• Ability to handle complex customer queries and complaints.
• Excellent verbal and written communication skills.

Responsibilities

• Handle customer enquiries through multiple channels.
• Investigate complex cases and provide resolutions.
• Work towards SLAs and departmental targets.
• Deliver high-standard customer service and satisfaction.
• Proactively identify issues and escalate when needed.
• Liaise with internal teams to resolve concerns.
• Identify process improvements to enhance customer experience.
• Support team objectives and first-contact resolution targets.

Skills

Customer service

Investigative skills

Problem solving

Communication skills

Multi-case handling

Tools

CRM systems

Databases

Job description

The Best Connection are recruiting on behalf of a prestigious manufacturing client based in Normanton for Customer Case Investigators to join their busy customer service team on a temporary contract running until Christmas.

This is an excellent opportunity for experienced customer service professionals with strong problem-solving and investigative skills who enjoy resolving complex customer issues and delivering outstanding service.

• £13.00 per hour for the first 12 weeks
• Increases to £13.33 per hour after 12 weeks
• 37.5 hours per week
• Weekly pay through The Best Connection
• Monday to Friday working pattern

Working Hours

Alternating weekly shifts:

• Week 1: 9:00am - 5:00pm
• Week 2: 8:00am - 4:00pm

The Role

As a Customer Case Investigator, you will take ownership of customer queries from initial contact through to resolution. You will investigate customer concerns, identify root causes, liaise with internal departments, and ensure effective solutions are delivered in a timely manner.

This role requires excellent attention to detail, strong communication skills, and the ability to manage multiple cases while maintaining exceptional customer service standards.

Key Responsibilities

• Handle customer enquiries through various communication channels.
• Investigate complex customer cases and provide effective resolutions.
• Work towards departmental targets and service level agreements (SLAs).
• Deliver a high standard of customer service and customer satisfaction.
• Proactively identify potential issues and escape where necessary.
• Liaise with internal departments to resolve customer concerns.
• Identify process improvements that enhance the customer experience.
• Support team objectives and contribute towards first-contact resolution targets.

What We're Looking For

• Previous experience in a customer service or case management role.
• Strong investigative and problem-solving skills.
• Experience handling complex customer queries and complaints.
• Excellent verbal and written communication skills.
• Ability to remain calm and professional under pressure.
• A proactive and collaborative approach to teamwork.
• Experience using databases, CRM systems or customer management software is advantageous.
• Strong organisational skills with good attention to detail.

If you're looking for an immediate start and enjoy solving customer issues while delivering excellent service, we'd love to hear from you.

The Best Connection is acting as an Employment Business in relation to this vacancy.

Customer Case Investigator • England, West Yorkshire, Normanton