Job Description

Core Activities, Duties and Key Tasks

• Management of cases to include; loading new cases, case reviews, requesting reports, booking appointments, releasing advice letters and closing cases
• Liaising with clients, their employees, internal staff and third parties via telephone, email, and letter
• Working within company/client SLAs and notifying the Team Leader of any difficulty in achieving these
• Escalating complex cases or those that are progressing slowly to relevant colleagues
• Act in accordance with the company's core values of diligence; honesty; exemplary customer service; professionalism; ethical and trustworthy behaviours. Valuing colleagues, customers and business partners, and taking responsibility for their actions
• Act within the boundaries set out by the company's policies to ensure sensitive personal information is protected as required by law, regulatory bodies, ethics, and best practice

Person Specification

• Good verbal and written communication skills
• Initiative and a proactive approach
• Willing to take an active role in own development
• Experience in a customer service or case management role
• Good IT skills to include the use of database systems, Outlook, Word, and Excel

Required Knowledge, Skills, and Abilities