CUSTOMER SERVICE CASE MANAGER

Talent Sure Recruitment Limited; Portsmouth; On-site; GBP 25,000 - 31,000; Full time

Benefits offered by this job

Employer pension contributions

Health cash plan

Discount perks

Employee travel cover

Job summary

Talent Sure Recruitment Limited in Portsmouth is seeking a Customer Service Case Manager to join their established operations team. You will act as a key point of contact for clients, managing inquiries, overseeing active cases, and delivering high-quality customer support in a modern office environment.

The role includes comprehensive training, a permanent full-time contract, and clear long-term career progression within a company known for a supportive culture and service excellence.

Qualifications

• Background in customer service, retail, office administration, contact centre operations, or hospitality.
• Strong verbal and written English skills with a professional telephone manner.
• Excellent organisation and attention to detail.
• Proficient in standard computer applications and databases.
• Empathy and dependable work ethic.

Responsibilities

• Case & Query Management: Manage a portfolio of customer enquiries, ensuring accurate details are recorded and followed through to resolution.
• Customer Support: Handle inbound communications via telephone and email, providing clear, helpful, and compassionate assistance.
• Problem Solving: Evaluate customer requests methodically, offering practical solutions and escalating complex queries where necessary.
• Database Accuracy: Ensure customer records, updates, and communication logs are recorded accurately within internal databases.
• Internal Coordination: Work alongside internal teams and external service partners to coordinate efficient support for every customer.

Skills

Customer service experience

Communication skills

Organisation

IT literacy

Empathy

Job description

Customer Service – Case Manager

Location: Portsmouth, Hampshire

Hours: 40 hours per week (Shifts between 7:00am & 9:00pm, Monday to Sunday)

Salary: Up to £28,000 per annum

Contract: Permanent, Full Time

About the Opportunity

We are delighted to be partnering with an established market leader based in Portsmouth. Known for their supportive working culture and commitment to service excellence, they are seeking Customer Service Case Managers to join their established operations team.

In this varied and engaging role, you will act as a key point of contact for clients and end-users, managing incoming enquiries, overseeing active cases, and delivering high-quality customer support. Working within a modern office environment, you will receive full structured training to ensure you are confident in handling a wide range of customer requirements.

If you are a customer-focused professional looking for a secure, rewarding position with clear long-term career stability, this role offers an ideal next step.

Key Responsibilities

• Case & Query Management: Manage a portfolio of customer enquiries, ensuring accurate details are recorded and followed through to resolution.
• Customer Support: Handle inbound communications via telephone and email, providing clear, helpful, and compassionate assistance.
• Problem Solving: Evaluate customer requests methodically, offering practical solutions and escalating complex queries where necessary.
• Database Accuracy: Ensure customer records, updates, and communication logs are recorded accurately within internal databases.
• Internal Coordination: Work alongside internal teams and external service partners to coordinate efficient support for every customer.

What We Are Looking For

We are looking for clear, reliable communicators who take pride in helping others and excel in a collaborative team setting.

Key Skills & Experience

• Experience: Background in customer service, retail, office administration, contact centre operations, or hospitality.
• Communication: Strong verbal and written English skills with a professional and reassuring telephone manner.
• Organisation: Ability to manage daily tasks efficiently with high attention to detail.
• IT Literacy: Confident using standard computer applications, central databases, and multi-channel communication platforms.
• Personal Attributes: Practical problem-solving ability, empathy, and a dependable work ethic.

What the Business Offers

• Competitive Pay: Starting salary of up to £28,000 per annum with long-term progression potential.
• Comprehensive Training: Fully supported, structured onboarding programme to build your product and system knowledge.
• Generous Benefits: Comprehensive benefits package including employer pension contributions, health cash plan, high-street discount perks, and employee travel cover.
• Career Advancement: Clear pathways for ongoing learning, skills development, and internal promotion.