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Ingeus Careers • Stockton, CA

5d • Remote

About The Position

This role involves acting as the primary point of contact for claimants and third parties, managing their feedback and complaints. The Case Officer will be responsible for case managing allocated complaints, ensuring timely responses in line with business processes. This includes liaising with relevant teams for investigation and response, and potentially preventing complaints through early intervention. The role requires accurate logging and tracking of complaints within the Complaints Management System, providing feedback on identified trends, and offering administrative support for serious complaints. A high level of customer service is expected, with professional, polite, and caring communication. The officer will also provide advice and guidance to claimants, escalate unresolved issues, and support the wider Customer Relations Team with administrative tasks. A commitment to personal and professional development is also a key aspect of the role.

Requirements

• Previous experience in a customer relations role
• Previous experience of processing complaints
• Strong customer service skills
• Excellent written and verbal communication skills
• Good interpersonal skills
• Analytical and problem-solving skills
• IT literacy including the ability to type/ data input accurately, and at speed
• Previous experience using CRM databases
• Organised and able to manage time productively
• Flexible and able to adapt and respond well to change

Nice To Haves

• Previous experience of using contact centre technologies
• Customer Service Qualification

Responsibilities

• Act as the single point of contact for claimants and other third parties providing feedback on or making a complaint about the service
• Case manage allocated claimant complaints / feedback and ensure that they are responded to in line with the business process and within the specified timescales
• Liaise with the relevant team / colleague to ensure their input into any investigation / fact finding and subsequent response
• Where appropriate, act to prevent a complaint through early intervention and resolution
• Ensure that the relevant activities are undertaken within the Complaints Management System to log any complaint received and to record action taken and updates
• Provide feedback and insight on any trends identified through your work
• Provide coordination and administration support for serious complaints
• Provide a high level of customer service, ensuring that all calls and enquiries are dealt with in a professional, polite and caring manner, and demonstrating customer service excellence at all times
• Provide advice and guidance to claimants where appropriate and / or directing them to relevant advice and guidance
• Escalate any enquiry or issue that you cannot resolve directly and ensuring full follow up to resolution
• Support the Customer Relations Team and other support functions with any associated administration tasks as required
• Commitment to personal and professional development, ensuring all necessary learning is completed

Benefits

• 25 days annual leave plus bank holidays with the opportunity to salary trade extra
• EAP Support programme available 24/7 with access to 6 x counselling sessions
• Private Medical Insurance
• Eyecare vouchers with help to purchase new glasses
• Life assurance
• Online discount shopping
• Cycle to Work scheme
• Season ticket loan
• Up to two days each year dedicated to Community Giving (Volunteering)
• Access to Salary Finance; financial education and advice
• The opportunity to buy extra perks such as, critical Illness Cover, dental insurance
• Long Service Awards

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed