Confidential Case Handler in City of London

Confidential Case Handler

London (Hybrid) | Approx. £36,000 | 3M Fixed-Term Contract

The Confidential Case Handler plays a key role in delivering a confidential reporting service. This externally facing position involves regular telephone engagement with reporters raising concerns and with representatives coordinating responses.

The role requires strict adherence to procedures for assessing reports, conducting interviews, and liaising between reporters and organisations to ensure concerns are addressed. Maintaining reporter confidentiality is paramount.

Working hours may vary to ensure the hotline is available from 08:30 to 17:30 on working days.

Key Responsibilities

Processing Confidential Reports

• Follow defined processes to handle confidential concerns, including phone conversations, accurate record-keeping, and producing clear, high-quality reports.
• Peer review reports from colleagues.
• Use a person-centred approach to encourage open dialogue and gather comprehensive information.
• Engage with organisations to facilitate timely, high-quality responses.
• Manage difficult or emotional conversations with reporters or members, ensuring constructive outcomes.
• Maintain confidentiality and data integrity at all times.
• Investigate technical and operational issues raised by reporters.

Engagement

• Participate in industry events, briefings, and stakeholder meetings as required.
• Collaborate with colleagues to encourage proactive engagement in the reporting process.

Continuous Improvement

• Contribute to process improvements within the reporting team.
• Support project planning and delivery related to the service.
• Participate in cross-functional projects and investigations, ensuring requirements are delivered on plan.

Requirements

Essential

• Graduate-level qualification in a relevant field (e.g., Psychology) or equivalent work experience.
• Experience handling phone calls and performing office-based administrative tasks.
• Strong listening skills, empathy, neutrality, and avoidance of assumptions.
• Clear and respectful communication, gathering accurate information.
• Ability to build professional relationships, understand stakeholder goals, and influence effectively.
• Commitment to excellent service and strict confidentiality.
• Adaptability and resilience in navigating change and uncertainty.
• Team player, accountable, proactive in problem-solving, and results-focused.

Desirable

• Interest or experience in quantitative and qualitative data analysis.

Additional

• Must have a confidential work-from-home space suitable for taking calls.