Case Handler

Reed are seeking a dedicated Case Handler in Quedgeley. In this role, you will manage aftersales issues to ensure fair outcomes for both our customers and the business. You will be instrumental in developing strong relationships and managing multi-departmental issues to prevent escalations. This position requires a proactive individual who can coordinate complex and technical aftersales, managing a portfolio of cases from receipt to resolution.

• Deliver a high-quality case management service, upholding company values.
• Acknowledge, respond to, and resolve all aftersales cases within KPI standards.
• Provide proactive assistance to the Customer Success Manager and Quality & Supplier Manager on product advice and initial enquiry handling.
• Ensure compliance with company policies and processes, effectively communicating and embedding these across departments.
• Work closely with various departments to understand key drivers in relation to aftersales.
• Attend meetings to support aftersales resolution and provide training to support early-stage resolution of aftersales issues.
• Contribute to the development of the company Case Management System and support continuous improvement initiatives.

• Strong case management skills with a focus on quality service.
• Ability to foster strong relationships and manage complex issues.
• Knowledge of company policies and the ability to ensure compliance.
• Data-driven with the ability to identify trends and recommend improvements.
• Professionalism in dealing with customers and suppliers.
• Visionary with the energy and persistence to meet targets.
• Resourcefulness and efficiency in managing issues.
• Commitment to equality, diversity, health, and safety policies.