Howdens is looking for a Customer Case Investigator to join our team at our bespoke stone worktop manufacturing site in Normanton, West Yorkshire. Internally, you will be known as a Customer Service Advisor.

In this role, strong investigation skills are essential. You’ll act as the go-to person for handling complex customer cases, taking ownership of issues from start to finish. This involves digging into the details, identifying root causes, and working closely with multiple teams to deliver effective, lasting resolutions.

Your ability to analyse information thoroughly, ask the right questions, and solve problems accurately will be key to ensuring we deliver the high standard of service our customers expect.

Location | Normanton

Contract | Full Time – Permanent

Shift | Monday – Friday, one week 9am-5pm one week 8am-4pm

Hiring Manager | Customer Service Team Leader

What will you be doing as a Customer Case Investigator:

• Handle internal and external customer inquiries across various channels, conducting thorough assessments in line with our guidelines.

• Achieve department targets and meet agreed SLAs.

• Provide outstanding customer service and ensure high levels of customer satisfaction.

• Proactively address potential issues for customers and depots.

• Offer effective solutions and follow up with departments with a positive, problem-solving approach.

• Identify and report any processes that negatively impact customer experience.

• Collaborate with the team to meet weekly targets and strive for first-time resolutions.

What you need to qualify for the Customer Case Investigator:

• Proven experience in a customer service role within a similar setting.

• Strong ability to resolve complex customer queries while prioritising the end-user experience.

• Excellent communication skills, capable of engaging with all levels of the business while staying calm under pressure.

• Effective team player with a collaborative approach to supporting the wider customer service team.

• Experience with databases and information management systems in a customer-focused environment, including reporting and KPI management, is preferred.

What we offer:

• Competitive Salary + Bonus

• Pension Plan with a maximum company contribution of 12%

• 25 days holiday + bank holidays with an opportunity to purchase additional days

• Staff discount

• Ongoing support and development

• Free lunch at our on-site canteen

• Free on-site car parking

• Friendly and supportive environment offering exceptional reward and recognition

How to Apply:

We’re building a future where world-class service, innovation, and sustainability are embedded within our DNA. If Howdens sounds like the kind of place where you can build and develop your career as a Customer Case Investigator, then we’re keen to hear from you.

About Howdens:
Howdens Joinery is a highly successful FTSE 100 business, with more than 900 depots nationwide and more than 11,000 staff. Last year our sales reached circa 2.3bn, and we continue to experience significant growth and success. Despite our scale, Howdens remains a local business with traditional values.
There is a strong entrepreneurial ethos and the opportunity to develop within a fast-paced and commercial environment.  That, along with a competitive salary, development opportunities, and exciting rewards, are among the reasons why our people enjoy working for Howdens – and why we have been named one of the 10 Best Big Companies to Work For.

Howdens is founded on the principle of being Worthwhile for ALL concerned. We’re working hard to ensure we provide an inclusive environment where everyone feels welcome. We will do everything we can to support you during your application. If you need us to make any adjustments to our recruitment process, please email with the job title and location, and we will be happy to help you.

Please note that candidates applying for this role must have a valid right to work in the UK, we do not offer sponsorship of employment for any depot positions at this time. We appreciate your understanding.

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