Customer Case Agent

Job Opportunity: Customer Care Manager Location: Warwick Working Days: Tuesday, Wednesday, and Friday Hours: 08:30 AM - 5:00 PM Salary: £27,000 per annum Benefits: 25 days annual leave bank holidays Role Overview: Join our dynamic Customer Outcome Team as a Customer Care Manager. This pivotal role ensures regulatory compliance and promotes fair customer outcomes. You'll manage complaints, support service operations, and lead training initiatives. Key Responsibilities: Complaints & Customer Outcome Management Investigate and resolve complaints within KPIs. Conduct root cause analysis from Trustpilot and social media feedback. Manage complaint-related costs and maintain analysis registers. Perform peer reviews and provide feedback. Operational Support & Compliance Monitor customer interactions to ensure TCF principles. Coordinate updates across departments and insurers. Submit and review KPI reports. Training & Development Identify and deliver internal training. Coach and mentor staff. Develop and coordinate training materials. ✅ Candidate Requirements: Experience in customer service operations. Knowledge of general insurance and compliance frameworks. Skilled in training, coaching, and performance observation. Strong analytical skills and attention to detail. Excellent rapport-building with stakeholders. Reporting Line: Reports directly to the Head of Customer Outcome. How to Apply: Submit your CV and a cover letter outlining your suitability for the role. We are an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer. By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website

Location: Warwick, Warwickshire, GB

Posted Date: 11/7/2025