End-to-End Customer Case Manager

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

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.