Welfare Administrator
Location: Staffordshire (Hybrid)
Salary: £26,230
Hours: Monday - Friday between 9am-5pm
We are seeking a compassionate, highly organised and proactive Welfare Administrator to join an established organisation operating within the financial services sector. This role offers the opportunity to work within a fast-paced and rewarding environment, providing vital support to vulnerable customers and ensuring cases are managed with empathy, fairness, and in line with regulatory requirements. The successful candidate will play a key role in identifying vulnerability, coordinating support measures, maintaining accurate records, and acting as a central point of contact for welfare-related matters.
Our client provides services to public sector organisations across the UK and is committed to maintaining high standards of compliance, professionalism, and customer care. They offer a supportive and structured working environment with clear expectations and opportunities for development.
Benefits
* £26,230 annual salary
* 25 days annual leave plus bank holidays
* Mandatory office shutdown between Christmas and New Year
* Flexible hybrid working model
* Company pension scheme
* Company sick pay scheme
* Eye care vouchers
* Employee benefits platform with discounts and Employee Assistance Programme
* Dedicated training and development programme
* Workplace mental health initiatives
* Free secure onsite parking
Key responsibilities
* Identifying and assessing vulnerable customers in line with company policy and regulatory guidance
* Acting as the main point of contact for welfare-related cases, providing professional and empathetic support
* Managing vulnerable customer cases from referral through to resolution
* Managing the Welfare Team inbox, triaging and responding to enquiries within service levels
* Handling inbound telephone enquiries from customers, clients, and Enforcement Agents
* Maintaining accurate, up-to-date and audit-ready case records
* Producing regular and ad hoc reports on Welfare Team activity and performance
* Monitoring updates to external support services and ensuring internal resources remain accurateCommunicating welfare-related updates across the business
* Supporting continuous improvement by identifying opportunities to enhance customer outcomes
* Providing flexible administrative support to the wider administration team
Requirements
* Previous administrative experience, with confidence using Microsoft Office and case management systems
* Minimum of 2 years' experience working with or supporting vulnerable customers
* Experience in a customer-facing role, including handling telephone and written enquiries
* Experience within a regulated or compliance-driven environment is desirable
* Strong organisational skills with the ability to manage multiple priorities effectively
* Excellent attention to detail and accuracy in record keeping and reporting
* Empathetic communication skills with the ability to manage sensitive situations professionally
* Resilient, adaptable, and able to exercise sound judgement in a fast-paced environment
* Ability to work independently as well as collaboratively within a team
* Successful candidates will be required to complete relevant background checks prior to employment.
Apply today to discuss the role in more detail
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