Customer Service Caseworker / Service Recovery Complaints Officer

A fantastic opportunity for a proactive customer service professional with strong case management, problem-solving and stakeholder engagement skills to deliver service recovery and improve customer satisfaction within a regulatory environment.

If you’ve also worked in the following roles, we’d also like to hear from you: Customer Service Advisor, Complaints Officer, Housing Officer, Case Handler, Resident Liaison Officer, Customer Service Representative, Complaints Handler, Service Recovery Caseworker, Housing Caseworker, Supported Housing Worker

This is officially known within the organisation as a Service Recovery Caseworker

SALARY: £31,397 to £38,007 per annum + Benefits

LOCATION: Hybrid working role split between the office in Ealing (W5) and the remaining time from home

JOB TYPE: Full-Time, 11 Month Fixed Term Contract

WORKING HOURS: 35 hours per week, Monday to Friday

JOB OVERVIEW

We have a fantastic new job opportunity for a Customer Service Caseworker to join a busy customer service and service improvement team.

As a Customer Service Caseworker you will take ownership of customer cases where there has been high contact, working proactively to resolve issues and prevent escalation into formal complaints.

The Customer Service Caseworker will analyse case histories, identify service failures and collaborate with internal teams to deliver timely resolutions that improve the customer experience.

This is a varied and rewarding role where strong communication, CRM systems knowledge and a customer-focused approach are essential to driving service excellence.

APPLY TODAY

Apply Today to take the next step in your career. Apply Now for our Recruitment Team to review your application.

DUTIES

Your duties as the Customer Service Caseworker include:

• Case Review and Analysis: Assess high volumes of customer contact across multiple channels, reviewing history, actions taken and vulnerabilities
• Case Triage: Apply service recovery principles to prioritise and manage cases effectively
• Customer Communication: Provide clear, professional support via telephone, correspondence and face-to-face interactions
• First Contact Resolution: Resolve issues promptly wherever possible to enhance customer satisfaction
• Stakeholder Collaboration: Work closely with internal departments and external partners to address service concerns
• Escalation Management: Identify high-risk cases and escalate appropriately to meet service level agreements
• Case Management Systems: Maintain accurate records using CRM systems including Dynamics
• Progress Monitoring: Track cases from initial contact through to resolution, coordinating meetings where required
• Continuous Improvement: Record lessons learned to support service improvements and best practice
• Mailbox Management: Respond to internal and external queries efficiently, ensuring timely follow-up

CANDIDATE REQUIREMENTS

• GCSEs (or equivalent) including Maths and English
• Previous experience in customer service, and must have social housing or property management experience
• Understanding of policies, repair obligations and safeguarding processes
• Strong analytical ability with a proactive approach to resolving issues
• Excellent verbal and written communication with strong interpersonal skills
• High level of accuracy when managing case records and documentation
• Ability to remain calm, assertive and professional in challenging situations
• Experience with Microsoft Office, Outlook, Excel, Word and CRM systems

BENEFITS

• 25 days’ holiday plus Bank Holidays, increasing to 28 days with service
• Up to 8% contributory pension scheme
• Flexible working arrangements
• Annual health and lifestyle allowance of up to £300

This role requires a DBS check

The organisation recognises that some people will only apply for a role if they meet 100% of role requirements. If this sounds like you, they’d still encourage you to apply should you not feel you meet the criteria 100%.

APPLY TODAY…

By submitting your job application to us you are hereby giving us your express consent to submit your details to our Client for this purpose.

JOB REF: AWDO-C14610

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