Job title Case Management Advisor Ref 44820 Division Retail Location Hybrid - Walnut Court - SN2 8BN Contract type Permanent Full/Part-time Full-time Hours 36 hours per week Salary A competitive starting salary of £27,040 per annum Job grade A Closing date 28/05/2026
Ready to make a real difference for customers when it matters most?
What you’ll be doing as a Case Management Advisor
As a Case Management Advisor, you’ll take ownership of customer cases from start to finish, ensuring every query is progressed, investigated and resolved with the customer at the heart of everything you do.
You’ll manage a varied and fast‑moving workload, handling incoming work while progressing ongoing investigations. This will involve working closely with colleagues across the business to gather information, resolve issues and deliver the right outcomes for our customers.
* Owning and managing customer cases through to resolution.
* Liaising with other departments to obtain additional details and insight.
* Making outbound calls and responding to inbound customer enquiries.
* Communicating clearly with customers via phone, email and letter.
* Supporting the Revenue and Complaints teams during busy periods.
This is a role with real variety; no two days are the same. You’ll play a vital part in supporting our wider business while delivering a service you can be proud of.
What you should bring to the role
You’ll be passionate about delivering great outcomes for customers and motivated to learn new skills, with a positive, can‑do attitude and a drive to get things right the first time. You’ll care about every step of the customer journey and take pride in seeing cases through to resolution.
If you have the willingness to learn, we can teach you the rest. Experience is a bonus, but it’s not essential — for us, it’s all about having the right mindset.
We’re looking for people who:
* Are curious about customer needs and tenacious in finding the right outcome, setting customers up for future success.
* Have strong investigation and problem‑solving skills.
* Are proactive, self‑motivated and keen to continuously learn and improve.
* Are confident using multiple systems and happy to adapt to new technology.
* Have great attention to detail, following processes accurately and recording clear, concise case notes.
* Are comfortable using Microsoft Office and have basic IT skills.
You’ll be able to commit to three months of on‑site training, giving you the time and support needed to confidently step into the role at our Swindon site.
You will be working 36 hours per week between the hours of 8 am and 5 pm Monday - Friday, on rotational shifts.
We are relocating to new office premises at Newbridge Square, Swindon, in 2026.
What’s in it for you?
* A competitive starting salary of £27,040 per annum.
* 24 days of holiday, increasing to 28 days with service.
* Performance‑related pay plan directly linked to company performance measures and targets.
* Generous Pension Scheme through AON.
* Access to lots of benefits to help you take care of you and your family’s health and wellbeing, and your finances – from annual health MOTs and access to physiotherapy and counselling, to Cycle to Work schemes, shopping vouchers and life assurance.
We’re committed to being a great, diverse, and inclusive place to work. We welcome applications from everyone and want to ensure you feel supported throughout the recruitment process. If you need any adjustments, whether that’s extra time, accessible formats, or anything else, just let us know. We’re here to help and support.
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