Working within the confidential reporting team, the Case Handler will play a crucial role in delivering a confidential reporting service. This organisation provide a confidential safety hotline service for the transport sector and the successful candidate will be responsible for handling cases regarding health, wellbeing or safety concerns for transport workers.
The ideal candidate will be able to provide a confidential service with the ability to listen with empathy, remain neutral and avoid assumptions.
This is a full time position working 36 hours per week, on a hybrid basis.
Key responsibilities
Processing confidential reports
Follow the defined processes for handling confidential concerns including phone conversations, accurately recording information, and writing high quality reports, presenting sometimes technical information clearly and concisely.
Peer review case reports produced by other members of the team.
Adopt a person-centred approach to communication that encourages open dialogue and provision of the maximum information from reporters, who are usually front-line staff.
Engage in effective dialogue with member organisations to facilitate timely responses and optimise the quality and value of the report responses. This is usually with Health and Safety Managers, but occasionally more senior Directors.
Deal effectively with difficult conversations by phone with reporters or members, including diffusing conflict situations or supporting callers who may be distressed or emotional, to achieve a constructive and supportive conversation.
Always maintain the confidentiality of the reporter and integrity of data.
Investigate technical and operational topics and issues that may be raised by reporters to inform the processing of a confidential report.
Engagement
Participate in industry events, briefings and stakeholder meetings as required.
Work collaboratively with colleagues to facilitate proactive engagement from the membership in the reporting process.
Continuous improvement
Contribute to continuous improvement of reporting team processes.
Support the planning and delivery of assigned projects linked to delivery of the reporting service.
Participate in cross-functional projects/investigations, ensuring requirements are delivered to plan.
Requirements
Due to the nature of this role, candidates must have a confidential work from home space to take phone-calls.
Skills
Graduate-level qualification in a relevant field such as Psychology or similar, or equivalent work-based experience.
Previous experience in handling phone calls and performing office-based administrative tasks.
Ability to listen with empathy, remain neutral, and avoid assumptions.
Communicate clearly and respectfully, encouraging open dialogue and gathering accurate information.
Build effective professional relationships with stakeholders, understanding their unique goals and motivations, gaining credibility and effectively influencing to achieve desired outcomes.
Committed to providing excellent service and maintaining confidentiality at all times.
Adapt and respond effectively when embracing new opportunities, change and in navigating uncertainty.
Actively contribute as part of a team and work towards achieving team goals and outcomes.
Take responsibility and demonstrate accountability in completing tasks and achieving objectives, actively seeking to resolve problems and identify opportunities.
Desirable – Interest in and/or experience of undertaking quantitative and qualitative analysis on a range of data