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Social Value Portal Ltd Logo Social Value Portal Ltd · Customer Service

Customer Service Caseworker / Service Recovery Complaints Officer

United Kingdom, West London (W5) 31397.00 - 38007.00 GBP / Year · Job Posted May 28, 2026
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Job Description

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.

Job Responsibility

  • 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

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

What we offer

  • 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
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