Case Management Administrator, Manchester
Client:
Location:
Manchester, United Kingdom
Job Category:
Other
EU work permit required:
Yes
Job Reference:
4b2e8bb2fcbc
Job Views:
6
Posted:
19.08.2025
Expiry Date:
03.10.2025
Job Description:
Posted On: 15th August 2024
THE OPPORTUNITY
This is a once-in-a-career opportunity for an exceptional professional to join a truly service-led organisation, the industry-leading EAP and OH provider. With an unrivalled track record of strong year-on-year growth, supporting over 80,000 organisations and 13 million lives across the UK & Ireland.
THE ROLE
You will be an administrative wizard, ensuring high professionalism while working behind the scenes of a clinical operation, adhering to internal and client KPIs and SLAs. Your team manages counselling cases, ensuring efficient processing and maintaining external affiliate network compliance. You will monitor the matching process, provide guidance to external affiliates and internal counsellors, and support career progression within the company.
Day-to-Day Responsibilities
1. Ensure all counselling cases are matched within 24 working hours and session confirmations are received within 12 hours.
2. Monitor and mentor the affiliate network, ensuring compliance with clinical governance and workplace counselling standards.
3. Maintain accurate records for affiliate counsellors, updating systems as required.
4. Monitor risk cases in line with risk policies.
5. Process additional session requests, liaising with counsellors and employers for timely completion.
6. Participate in other projects as assigned.
7. Adhere to all individual and team KPIs daily, weekly, and monthly.
8. Maintain confidentiality and discretion with sensitive information.
9. Handle departmental inquiries via telephone and other channels.
What You Bring to the Team
* Excellent communication and customer service skills.
* Self-sufficient, innovative, and driven, capable of working independently or in a team.
* Proficiency in MS Office Suite.
* Experience in data entry, scheduling, and diary management (preferred).
* Proven track record of meeting and exceeding KPIs and targets.
* Strong engagement skills across various communication channels.
Benefits
* 25 days’ holiday plus bank holidays.
* Day off on your birthday.
* Holidays increase after 2 and 5 years of service.
* Contractual sick pay.
* Private medical insurance after 5 years.
* Pension and life insurance.
* Enhanced pension contributions after 5 and 7 years.
* Holiday bonus after 3 years.
* Profit sharing, season ticket loan, cycle to work schemes.
* Access to Employee Assistance Programme, free Monday breakfasts, social events, and discounts.
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