<div class="clearfix"></div><h1 class="job-title axiom0-0 axiom-scraped-0">Customer Case Investigator</h1><div></div><div></div><div></div><div><p style="background: white;"><span style="font-size: 10.5pt; font-family: 'Arial',sans-serif; color: #333333;">Howdens is looking for a Customer Case Investigator to join our team at our bespoke stone worktop manufacturing site in Normanton, West Yorkshire.</span></p><p style="background: white;"><span style="font-size: 10.5pt; font-family: 'Arial',sans-serif; color: #333333;">In this role, exceptional investigation skills are essential. You'll be the go-to person for handling complex customer cases, digging into the details, uncovering root causes, and working across teams to find effective resolutions. Your ability to analyse information thoroughly and solve problems accurately will be key to delivering the high standard of service our customers expect.</span></p><p style="background: white;"><strong><span style="font-size: 10.5pt; font-family: 'Arial',sans-serif; color: #333333;">Location |</span></strong><span style="font-size: 10.5pt; font-family: 'Arial',sans-serif; color: #333333;">&nbsp;Normanton</span></p><p style="background: white;"><strong><span style="font-size: 10.5pt; font-family: 'Arial',sans-serif; color: #333333;">Contract |</span></strong><span style="font-size: 10.5pt; font-family: 'Arial',sans-serif; color: #333333;">&nbsp;Full Time – Permanent</span></p><p style="background: white;"><strong><span style="font-size: 10.5pt; font-family: 'Arial',sans-serif; color: #333333;">Shift |</span></strong><span style="font-size: 10.5pt; font-family: 'Arial',sans-serif; color: #333333;">&nbsp;Monday - Friday, one week 9am-5pm one week 8am-4pm</span></p><p style="background: white;"><strong><span style="font-size: 10.5pt; font-family: 'Arial',sans-serif; color: #333333;">What will you be doing as a&nbsp;Customer Case Investigator:</span></strong></p><ul type="disc"><li style="color: #333333; background: white;"><span style="font-size: 10.5pt; font-family: 'Arial',sans-serif;">Handle internal and external customer inquiries across various channels, conducting thorough assessments in line with our guidelines.</span></li><li style="color: #333333; background: white;"><span style="font-size: 10.5pt; font-family: 'Arial',sans-serif;">Achieve department targets and meet agreed SLAs.</span></li><li style="color: #333333; background: white;"><span style="font-size: 10.5pt; font-family: 'Arial',sans-serif;">Provide outstanding customer service and ensure high levels of customer satisfaction.</span></li><li style="color: #333333; background: white;"><span style="font-size: 10.5pt; font-family: 'Arial',sans-serif;">Proactively address potential issues for customers and depots.</span></li><li style="color: #333333; background: white;"><span style="font-size: 10.5pt; font-family: 'Arial',sans-serif;">Offer effective solutions and follow up with departments with a positive, problem-solving approach.</span></li><li style="color: #333333; background: white;"><span style="font-size: 10.5pt; font-family: 'Arial',sans-serif;">Identify and report any processes that negatively impact customer experience.</span></li><li style="color: #333333; background: white;"><span style="font-size: 10.5pt; font-family: 'Arial',sans-serif;">Collaborate with the team to meet weekly targets and strive for first-time resolutions.</span></li></ul><p style="background: white;"><strong><span style="font-size: 10.5pt; font-family: 'Arial',sans-serif; color: #333333;">What you need to qualify for the&nbsp;Customer Case Investigator:</span></strong></p><ul type="disc"><li style="color: #333333; background: white;"><span style="font-size: 10.5pt; font-family: 'Arial',sans-serif;">Proven experience in a customer service role within a similar setting.</span></li><li style="color: #333333; background: white;"><span style="font-size: 10.5pt; font-family: 'Arial',sans-serif;">Strong ability to resolve complex customer queries while prioritising the end-user experience.</span></li><li style="color: #333333; background: white;"><span style="font-size: 10.5pt; font-family: 'Arial',sans-serif;">Excellent communication skills, capable of engaging with all levels of the business while staying calm under pressure.</span></li><li style="color: #333333; background: white;"><span style="font-size: 10.5pt; font-family: 'Arial',sans-serif;">Effective team player with a collaborative approach to supporting the wider customer service team.</span></li><li style="color: #333333; background: white;"><span style="font-size: 10.5pt; font-family: 'Arial',sans-serif;">Experience with databases and information management systems in a customer-focused environment, including reporting and KPI management, is preferred.</span></li></ul><p style="background: white;"><strong><span style="font-size: 10.5pt; font-family: 'Arial',sans-serif; color: #333333;">What we offer:</span></strong></p><ul type="disc"><li style="color: #333333; background: white;"><span style="font-size: 10.5pt; font-family: 'Arial',sans-serif;">Competitive Salary + Bonus</span></li><li style="color: #333333; background: white;"><span style="font-size: 10.5pt; font-family: 'Arial',sans-serif;">Pension Plan with a maximum company contribution of 12%</span></li><li style="color: #333333; background: white;"><span style="font-size: 10.5pt; font-family: 'Arial',sans-serif;">25 days holiday + bank holidays with an opportunity to purchase additional days</span></li><li style="color: #333333; background: white;"><span style="font-size: 10.5pt; font-family: 'Arial',sans-serif;">Staff discount</span></li><li style="color: #333333; background: white;"><span style="font-size: 10.5pt; font-family: 'Arial',sans-serif;">Ongoing support and development</span></li><li style="color: #333333; background: white;"><span style="font-size: 10.5pt; font-family: 'Arial',sans-serif;">Free lunch at our on-site canteen</span></li><li style="color: #333333; background: white;"><span style="font-size: 10.5pt; font-family: 'Arial',sans-serif;">Free on-site car parking</span></li><li style="color: #333333; background: white;"><span style="font-size: 10.5pt; font-family: 'Arial',sans-serif;">Friendly and supportive environment offering exceptional reward and recognition</span></li></ul><p style="background: white;"><strong><span style="font-size: 10.5pt; font-family: 'Arial',sans-serif; color: #333333;">About Howdens:</span></strong></p><p style="background: white;"><span style="font-size: 10.5pt; font-family: 'Arial',sans-serif; color: #333333;">Howdens Joinery is the UK’s number one trade kitchen supplier, providing thousands of products across kitchens, joinery, and hardware. We have over 900 depots throughout the UK and Europe – making us the first choice for more than 460,000 loyal trade professionals. With an ambitious and credible growth plan, we continue to build on our £2.4 billion sales made last year.</span></p><p style="background: white;"><span style="font-size: 10.5pt; font-family: 'Arial',sans-serif; color: #333333;">There is a strong entrepreneurial ethos and the opportunity to develop within a fast-paced and commercial environment.&nbsp; That, along with a competitive salary, development opportunities, and exciting rewards, are among the reasons why our people enjoy working for Howdens – and why we have been named as one of the 10 Best Big Companies to Work For.</span></p><p style="background: white;"><strong><span style="font-size: 10.5pt; font-family: 'Arial',sans-serif; color: #333333;">How to Apply:</span></strong></p><p style="background: white;"><span style="font-size: 10.5pt; font-family: 'Arial',sans-serif; color: #333333;">We’re building a future where world-class service, innovation, and sustainability are embedded within our DNA. If Howdens sounds like the kind of place where you can build and develop your career as a Customer Case Investigator, then we’re keen to hear from you.</span></p><p style="background: white;"><em><span style="font-size: 10.5pt; font-family: 'Arial',sans-serif; color: #333333;">Howdens is founded on the principle of being Worthwhile for ALL concerned. We’re working hard to ensure we provide an inclusive environment where everyone feels welcome. We will do everything we can to support you during your application. If you need us to make any adjustments to our recruitment process, please email&nbsp;</span></em><span style="font-size: 10.5pt; font-family: 'Arial',sans-serif; color: #333333;"><a href="mailto:recruitmentteam@howdens.com" target="blank" rel="noopener"><em><span style="color: #b70000; text-decoration: none; text-underline: none;">recruitmentteam@howdens.com</span></em></a><em>&nbsp;with the job title and location, and we will be happy to help you.</em></span></p><p style="background: white;"><span style="font-size: 10.5pt; font-family: 'Arial',sans-serif; color: #333333;">#LI-LH1&nbsp;</span></p></div><div class="sharelinks"><div class="linkedinbutton sharebutton pull-left"><script type="text/javascript" src="https://platform.linkedin.com/in.js"></script><span class="IN-widget" data-lnkd-debug="&lt;script type=&quot;in/share+init&quot; data-counter=&quot;right&quot; data-url=&quot;https://isw.changeworknow.co.uk/howdens/vms/e/careers/positions/a42CxzFuHi04NK0QGs-bIs&quot;&gt;&lt;/script&gt;" style="display: inline-block; 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