Case and Claim Handler

Job Title: Case & Claims Handler

Contract Type: Fixed Term Contract (3 Months)

Location: Coleshill

Working Hours: Monday to Friday, 9:00am - 5:00pm

We are seeking highly motivated and detail-oriented Case & Claims Handlers to join a dedicated taskforce focused on resolving outstanding customer cases and claims. This is a high-intensity, short-term assignment designed to improve customer experience, resolve historical issues, and support customer retention through efficient case management.

The successful candidates will investigate customer claims, identify root causes of issues, implement corrective actions, and ensure customers are kept informed throughout the resolution process.

Key Responsibilities

• Investigate customer cases and claims, with a primary focus on:
• Stock balance and pricing discrepancies
• Resolve cases efficiently and accurately to meet customer requirements.
• Process credits, stock adjustments, and other corrective actions where required.
• Conduct root cause analysis and implement corrective measures to prevent reoccurrence.
• Liaise with internal stakeholders to obtain information and drive resolutions.
• Communicate outcomes and actions taken directly to customers.
• Maintain accurate records of investigations and resolutions.
• Utilise Salesforce and SAP systems to investigate, manage, and process claims.

Key Performance Indicators (KPIs)

Performance in this role will be measured by:

• Average case and claim resolution time.
• Volume of open cases and claims.
• Quality and accuracy of claim investigations.
• Customer satisfaction and communication effectiveness.

Skills & Experience

Essential

• Experience working in a fast-paced customer-focused environment.
• Strong problem-solving and analytical skills.
• Excellent attention to detail and numeracy skills.
• Confident verbal and written communication skills.
• Ability to prioritise workloads and manage multiple cases simultaneously.
• Experience using:
• Salesforce / SAP
• Fluent English language skills

Desirable

• Experience in customer service, retail, finance, sales, logistics, or a similar operational environment.
• Experience handling customer claims, disputes, or case management processes.

Personal Attributes

• Self-motivated and proactive.
• Strong sense of ownership and accountability.
• Resilient and able to work effectively under pressure.
• Adaptable and willing to learn new processes and systems.
• Customer-focused with a commitment to delivering positive outcomes.
• Effective team player with strong interpersonal skills.

For further details please apply OR contact the team on (phone number removed)

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.

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