We are recruiting for a well-established, fast-growing UK business within a specialist distribution environment. This is not a standard Customer Service Advisor/ Customer Complaints Handler role, it is suited to someone with experience in complex case handling or technical support.

You will take ownership of more detailed customer cases, including complaint resolution, investigations, and supplier liaison, while also supporting the wider customer service team to maintain high service standards.

Key Responsibilities

• Manage customer cases from start to resolution
• Handle complaints with a structured investigative approach
• Liaise with suppliers to resolve issues and coordinate solutions
• Keep customers updated throughout their case
• Maintain accurate case records and documentation
• Work with internal teams to resolve issues efficiently
• Handle inbound retail and trade customer queries
• Aim for first-time resolution where possible
• Manage cases via internal systems
• Support colleagues to ensure consistent service levels

Essential Skills & Experience

• Experience in complex case handling and/or technical support
• Strong problem-solving and investigative skills
• Excellent communication and telephone manner
• Ability to manage workload in a fast-paced environment
• Strong attention to detail and IT skills

About You

• Confident managing detailed and challenging cases
• Proactive, organised, and solution-focused
• Comfortable balancing independent work with team support
• Committed to delivering high-quality customer service

Benefits

• Company pension
• Employee discount
• On-site parking
• Company social fund
• 20 days holiday + Bank Holidays (increasing annually up to +4 days)

If you have strong experience in complex customer service or technical support and are looking for a varied, hands-on role, we would like to hear from you.