Special Case Management

Special Case Executive

Your new company
Hays are delighted to be working with our global client, one of the world's most successful premium manufacturers of cars, motorcycles, and provider of premium services. Our client demonstrates a commitment to innovation, sustainability, and product responsibility all the way from development to production. Their aim is to play a dynamic and innovative role in shaping the face of mobility. Our client highly values each and every person; their passion, commitment, uniqueness and contribution to shaping the future success of their business.

A premium vehicle manufacturer is looking for a team member to work alongside their existing Special Case Management team (SCMT) providing support through administration of key support tasks for their UK and Ireland operations.
The special operations team works alongside consumers and multiple external parties to report, manage and resolve product quality investigations. This unique team differs from traditional customer service case management in that its scope is outside of managing and resolving typical customer complaints. These complaints and investigations need individual management and high standards of care to those involved - delivering both positive and undesirable outcomes.

The role will largely have fixed responsibilities but also the opportunity to explore and grow new skills.There will be the need to handle sensitive information from beginning to end and, as such, there is always a need for discretion and consideration.

Your new role

Setting up the initial detailed case record on various platforms for new product quality investigations to enable initial fact finding.

Conduct a detailed interview with all relevant parties following a structured but not scripted approach, ensuring both customer empathy and business needs are met.

Setting customer expectations on processes and timelines.

Considering and authorising necessary support including cost-incurred activities, then keeping records of the same.

Co-ordinating all parties involved in the early stages of any investigation.

Regular customer contact both inbound and outbound to ensure the best levels of care.

Effective follow-up activities by phone, email etc.

Supporting the wider team when required.

Compile and distribute key weekly and separate monthly reporting to internal stakeholders.

Carrying out audits on data quality throughout case life ensuring quality and accuracy of data on differing IT systems.

What you'll need to succeed

Experience of working in a fast-paced environment.

Ability to prioritise workflow and adapt quickly to changing requirements.

Capable of working autonomously and as part of a close-knit team.

Great communication skills, both written and verbal.

Competent in the use of Microsoft Excel and ability to learn bespoke IT systems.

Ability to compile detailed and usually sensitive information to allow confident decision-making at a senior level.

Requirement to understand and maintain the confidential nature of customer details.

Ability to collate and act on data in a clear, confident, and concise manner.

Present a professional manner and service to all internal and external parties.

The role is a great opportunity for candidates who have experience in legal, insurance, product support, or managing complaints in customer service, with a passion for detail and a natural ability to communicate with all involved parties.From this, successful candidates can gain valuable skills in complex case management, negotiation, and excellent customer care.
In addition, the right candidate would have the opportunity to progress when a position arises.

What you'll get in return

We offer a competitive hourly wage plus an annual performance-related bonus. You will receive a generous annual leave up to 35 days, which is inclusive of bank holidays. There's free on-site parking available, and you'll have access to a subsidised restaurant. We offer hybrid working where employees split their time between working remotely (often from home) and working in the office.

The business core values are integral to their corporate culture and guide their actions and decisions. These values include:Openness - Embracing change and new opportunities, learning from mistakes and acting with integrity, responsibility - making consistent decisions and committing to them personally, fostering trust and effective teamwork.Appreciation - Reflecting on actions, respecting each other, offering clear feedback and celebrating successTransparency -Acknowledging concerns and identifying inconsistencies constructivelyTrust - Relying on each other to act swiftly and achieve goalsDiversity - Valuing diverse backgrounds and experiences to enhance innovation and competitiveness

Equality, diversity, and inclusion policy is centered around creating a diverse and inclusive work environment that values and respects differences. The company promotes diversity through various initiatives and has integrated diversity, equity, and inclusion into its HR strategy1.Key aspects of policy include:Promoting equal opportunities in recruitment and personnel developmentEnsuring protection against discrimination and fostering respect in everyday businessEncouraging a diverse workforce to enhance competitiveness, effectiveness and innovationSupporting five dimensions of diversity: gender, age and experience, physical and mental abilities, sexual orientation and identity and cultural background

What you need to do now

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.
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