Job Description

Customer Service Case Manager

Competitive salary | Full-time | Based at Waltham Cross

Do you pride yourself on exceptional customer care and enjoy resolving problems with fairness, empathy and professionalism? If so, this could be the perfect opportunity for you to join one of the UK's largest family-owned furniture retailers - established in 1899 and renowned for quality, service and style.

At Fishpools, we believe exceptional service continues beyond the showroom. We are now seeking a Customer Service Case Manager to support customers with after-sales enquiries relating to furniture purchases, ensuring every interaction reflects our long-standing reputation for excellence.

The Role

As a Customer Service Case Manager, you will be the first point of contact for customers who need help with their orders, product concerns or after-care.

You will:

Communicate with customers via phone, email and face-to-face, handling queries and complaints with empathy and professionalism. Log and manage cases accurately, ensuring thorough record-keeping. Request and review customer images and liaise with service technicians and suppliers to arrange inspections or repairs. Make fair, balanced decisions that satisfy the customer while protecting commercial interests. Process replacement orders, allocate stock and request manufacturer authorisations where required. Produce clear and accurate written correspondence including letters and emails. Work in line with department guidelines, Golden Rules and Supplier Agreements. Maintain the strong reputation of Fishpools by staying calm, courteous and solution-focused at all times.
A flexible attitude to work is important, and you may occasionally be asked to support additional duties to meet business needs.

About You

We'd love to hear from you if you are:

A confident communicator across all channels Calm under pressure with a friendly, patient approach Detail-driven, organised and able to manage multiple cases A problem-solver who works towards fair resolutions Keen to deliver service excellence and enhance customer experience
Previous customer service or case management experience within retail or furniture is beneficial but not essential; the right attitude and professionalism are what matter most.

We offer a fully credited training programme, recognised internationally. This comprehensive programme provides structured development, hands-on guidance, and the opportunity to gain accredited skills that will support your long-term career growth. You'll be fully supported as you learn our systems, processes, and product knowledge.

This role involves working closely with our supply chain, so you will need to travel to both of our sites in Waltham Cross and Hertford. Access to a car is required, as you may travel between sites during the day. All business travel will be reimbursed.

Why Join Us?

Working at Fishpools means becoming part of a proud heritage brand where people stay, grow and thrive. In return for your dedication, we offer:

Competitive salary Annual profit-related bonus Staff discount on our stunning range of furniture & home products Learning & development opportunities to support career growth Employee wellbeing programme incl. healthcare access & 24hr GP Discounts from popular high-street brands
If you are passionate about helping customers and enjoy finding fair and positive solutions, we would love to meet you.

Apply today - let's start your journey with Fishpools.

Fishpools is an equal opportunities employer. We welcome and encourage applications from all individuals and are committed to ensuring fair treatment regardless of age, disability, sex, gender identity, race, religion, marital status, sexual orientation or background.

Job Type: Full-time

Pay: 30,000.00-32,000.00 per year

Application question(s):

Travel between Waltham Cross and Hertford is required. Do you have access to a car and are you comfortable travelling between sites during the working day? Are you comfortable handling customer queries and complaints over the phone and by email? 5. Do you have experience logging information accurately in a computer system? What motivates you to work in a role where you resolve issues and cases regularly?
Work Location: In person