The Role at a Glance
Location: Stone, Staffordshire
Department: Client Hub
Reporting to: Client Hub Team Senior
Working pattern: 8am-4:30pm & 8:30am-5pm
Salary: £26,230
About The Role
The Welfare Administrator is responsible for supporting the effective management of vulnerable customer cases within the organisation. The role involves identifying and assessing vulnerability, ensuring that all cases are handled with sensitivity, fairness, and in line with regulatory and company requirements.
Working closely with Enforcement Agents, clients, and internal teams, the Welfare Administrator will act as a key point of contact for all welfare-related matters. The role is focused on ensuring appropriate support measures are implemented, promoting positive outcomes and maintaining a respectful, understanding approach to all customer interactions.
The role includes managing incoming communications, maintaining accurate and up-to-date case records, producing reports on Welfare Team activity, and providing ad hoc administrative support to ensure the smooth running of the department.
Job Summary
* Identify and assess vulnerable customers in line with company policy, regulatory guidance, and industry best practice, ensuring appropriate escalation where required.
* Act as the primary point of contact for welfare-related cases, delivering professional, empathetic and consistent communication to customers.
* Manage vulnerable case arrangements from initial referral through to resolution, maintaining accurate, comprehensive, and audit-ready records.
* Apply appropriate support measures, including Breathing Space and other safeguarding provisions, ensuring all actions are compliant and clearly documented.
* Oversee and manage the Welfare Team inbox, effectively triaging, prioritising and responding to enquiries within agreed service levels.
* Handle inbound telephone enquiries from customers, clients, and Enforcement Agents, providing clear, supportive and solution-focused guidance whilst managing sensitive situations appropriately.
* Produce regular and ad-hoc reports on Welfare Team activity and performance, ensuring accuracy and timely delivery and to support performance monitoring and continuous improvement.
* Proactively monitor updates to external support services (e.g., referral processes, eligibility criteria) ensuring all internal resources and signposting remain accurate and up to date.
* Take ownership of communicating welfare-related updates across the business, collaborating with relevant teams to update website content, customer communications and in internal documentation.
* Maintain and update pre-approved communication templates (e.g., via Canva), ensuring messaging is clear, accessible, and consistent across all customer touchpoints.
* Act as an advocate for vulnerability and welfare, proactively identifying opportunities to enhance processes, improve customer outcomes and strengthen the organisation’s approach to supporting vulnerable individuals.
* Conduct quarterly benchmarking of competitor and industry practices to identify best practice and recommend enhancements to Dukes’ approach.
* Provide flexible administrative support to the wider administration team, contributing to the efficient day-to-day operation of the department.
Experience
Key skills & experience
* Previous administrative experience, with confidence using Microsoft packages and cases management or bespoke systems
* Experience in a customer-facing role, including handling both written and telephone enquiries
* A minimum of 2 years’ experience of working with or supporting vulnerable customers, including the ability to communicate sensitively and appropriately.
Experience desired
* Experience working in a regulated or compliance-driven environment.
Skills / Attributes
* Empathetic communication – able to communicate clearly, professionally, and sensitively across both phone and written channels, particularly in challenging or emotional situations.
* Organisation and time management – strong ability to manage a varied workload, prioritise effectively and maintain accurate, up-to-date records.
* Attention to detail – high level of accuracy in data handling, case management and reporting, ensuring compliance with regulatory and company standards.
* Resilience and sound judgement – confident in assessing situations, making informed decisions and applying appropriate support measures in a fast-paced or pressured environment.
* Collaboration – able to work effectively with internal teams and external organisations to achieve positive outcomes.
Salary & Benefits
* 25 days annual leave, plus bank holidays.
* Mandatory office shut-down between Christmas and New Year to switch off and enjoy the festive season.
* Flexible hybrid working model with a mix of office working and home working.
* Company pension scheme
* Eye care vouchers
* Employee benefits platform including retail discounts and vouchers and an Employee Assistance Programme
* A dedicated training and development programme
* Company Sick Pay Scheme
* Workplace Mental Health initiative
* Free secure on-site parking
* Dress down Fridays
Legal Statements
Dukes is a Disability Confident Employer, committed to fairness, accessibility and equal opportunities.
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