Case Officer
£16.21 per hour
Manchester City Centre
Hybrid working
On-going temp role
Full-time (37 hours per week)
Office Angels are recruiting for a Case Officer for a regulatory body whose head office is based in Manchester City Centre. The purpose of this role is to assess, monitor and track complaints, draft responses to complainants, and escalate them if necessary. The ideal candidate will have strong administrative experience and ideally will have previous experience of managing a caseload.
This vacancy is temporary, guaranteed until the end of, however there is a strong possibility of extension and you will have the ability to apply for permanent positions. The organisation works under a hybrid model, with the expectation for its employees to work a minimum of 3 days in the office and 2 days from home; however, it is mandatory for new starters to attend the office every day during the training period.
This role is due to start imminently, you must be available to start at a relatively short notice. Due to the nature of the organisation, the successful candidate will be subject to a standard DBS check and a 3-year reference clearance, and you will be required to provide up-to-date proofs of address and contact details of referees.
Key Responsibilities:
1. Processing complaints and recommending/deciding on the appropriate course of action
2. Working with regional teams to progress complaints quickly by liaising with senior team members to ensure work is completed to standard
3. Providing an excellent service to complainants
4. Email correspondence
5. Quality checking yours and others work
6. Supporting the administrators within the team
7. Following strict procedures and protocols
8. Updating the in-house database to ensure your work is recorded currently
9. Following strict processes and procedures
10. Managing own caseload of complaints
Person Specification:
11. Excellent verbal and written English (essential)
12. Previous administration experience in a busy environment (essential)
13. Experience of using a variety of databases and IT applications, especially Excel, Word, Outlook and Microsoft Teams (essential)
14. Ability to work at pace and work independently (essential)
15. Excellent organisational skills (essential)
16. Ability to follow stringent policies and procedures (essential)
17. Basic understanding of safeguarding (desirable)
18. Experience of managing own caseload (desirable)
Benefits:
19. Weekly pay
20. Hybrid working