Service Recovery Caseworker

Service Recovery Caseworker

Location: Ealing – Hybrid Working
Salary: £31,397 - £35,000
Type: Fixed Term Contract - 11 Months
Hours: 35 hours a week – Monday to Friday
DBS Level: Basic

About the Role

We are looking for a proactive and customer‑focused Service Recovery Caseworker to join our Service Recovery team. In this vital role, you will be responsible for identifying cases where customers have made high levels of contact, assessing the risk of service failure, and working closely with service areas to address concerns before they elevate into formal complaints. You will take full ownership of each case, using your analytical skills and customer service expertise to deliver a high‑quality experience that helps restore confidence and prevent dissatisfaction.

Key Responsibilities

• Review high volumes of customer contact across all channels, considering previous enquiries, actions taken, and customer vulnerabilitie...