Customer Service Case Specialist / Senior Customer Service Advisor

Hours: Monday to Friday, 9:00am – 5:00pm (part-time applicants may also be considered)

Location: Stockton-on-Tees, County Durham

Salary: Flexible depending on experience

Overview

An opportunity has arisen to join an established customer service team in a role focused on managing more

complex customer enquiries and complaints. The successful candidate will act as a key escalation point, carrying

out detailed investigations, liaising with suppliers, and ensuring cases are progressed efficiently through to

resolution.

In addition to handling complex cases, this role will also provide support to the wider customer service team,

assisting with day-to-day customer queries and ensuring a consistently high standard of service.

Key Responsibilities

• Manage complex customer cases from initial enquiry through to final resolution, ensuring issues are handled

efficiently and professionally

• Investigate customer complaints thoroughly, identifying root causes and implementing appropriate solutions

• Liaise with suppliers to investigate product or service issues and coordinate replacement parts where required

• Maintain clear and proactive communication with customers throughout the lifecycle of their case

• Ensure all case activity is accurately recorded and documented within internal systems

• Work collaboratively with internal teams to resolve issues and improve customer outcomes

Additional Customer Service Responsibilities

• Handle inbound customer enquiries from both retail and trade customers

• Listen carefully to customer concerns and aim to resolve queries at the first point of contact where possible

• Monitor and manage cases through the internal case management system

• Support colleagues across the customer service team to maintain high service standards

• Provide customers with regular updates on the progress of their enquiries or reported issues

Essential Skills and Experience

• Proven experience handling complex customer cases, escalations, or technical customer support

• Strong investigative and problem-solving abilities

• Excellent communication skills with a confident and professional telephone manner

• Ability to manage workload effectively in a busy environment

• High level of attention to detail and strong IT skills

Desirable Experience

• Experience within the fenestration industry (windows, doors, glazing) or the wider home improvement sector

About the Role

This is a permanent position within a growing business that continues to expand year on year. The role would suit

someone who is proactive, adaptable, and confident in managing more complex customer matters while

supporting a collaborative team environment.