At a Glance
- Tasks: Manage your own portfolio of cases and support customers throughout their journey.
- Company: Join a fantastic organisation in Durham with a supportive culture.
- Benefits: Competitive salary, monthly bonuses, hybrid working, and 23 days annual leave.
- Other info: Enjoy a dynamic role with varied tasks and a collaborative team environment.
- Why this job: Step into a professional career with full training and genuine progression opportunities.
- Qualifications: Customer service experience and strong communication skills are essential.
Ready to move away from retail, hospitality or contact centre work and build a professional career? We're recruiting for a Case Administrator to join a fantastic organisation based in Durham. This is an excellent opportunity for someone with customer service, administration or people-facing experience who is looking to take the next step into a professional office environment. No previous case-handling experience is required - full training and ongoing support will be provided, giving you everything you need to build your knowledge and develop a long-term career. Importantly, this is not a sales or cold-calling role.
You'll manage your own portfolio of cases, supporting customers throughout their journey and working with medical professionals, treatment providers and internal teams to ensure cases progress smoothly and customers receive an excellent level of service.
The Details
- Location: Durham (DH1)
- Salary: £24,843 basic + OTE: £26,000+ following successful probation, inclusive of bonus
- Contract: Permanent
- Hours: Monday to Friday, 9:00am-5:30pm (37.5 hours per week)
- Hybrid Working: Following training, you'll work on a rota of 2 weeks office-based and 1 week working from home
Why Join?
This is a great opportunity to take your existing customer service or administration experience and develop it within a professional environment, with full training, ongoing support and genuine career progression.
- Monthly bonus opportunity following probation
- Hybrid working following training
- Option to remain fully office-based if preferred
- Full structured training and ongoing development
- Support from an experienced buddy and wider team
- Genuine career progression opportunities
- Supportive and collaborative working environment
- 23 days annual leave + 8 days bank holidays, increasing with service
- Life Assurance - 4x salary
- Medical Cash Plan with Simplyhealth
- 5% matched pension contributions
- Cycle to Work Scheme
The Role
As a Case Administrator, you'll take ownership of your own portfolio of cases, supporting customers from instruction through to completion. You'll be responsible for keeping cases moving, maintaining accurate records and ensuring customers are kept informed throughout their journey.
Your responsibilities will include:
- Completing client triage calls and gathering the information required to progress cases
- Managing inbound and outbound communication with customers, treatment providers and stakeholders
- Liaising with medical professionals and internal teams
- Maintaining accurate case records and updating information on internal systems
- Preparing correspondence and documentation using company templates
- Coordinating treatment progression and discharge
- Supporting invoicing processes
- Managing customer expectations and escalating more complex cases when required
- Taking ownership of cases through to completion
- Working to agreed service standards and deadlines
You'll be dealing with a variety of situations, so no two days will be exactly the same.
What We're Looking For
We're not necessarily looking for someone who has done this exact job before. We're looking for someone with the right attitude, strong communication skills and a genuine customer-focused approach.
- Previous customer-facing experience
- Excellent verbal and written communication skills
- Strong organisation and administration skills
- Good attention to detail
- Confidence using Microsoft Office and computer systems
- The ability to manage multiple priorities and deadlines
- A calm and professional approach when dealing with customers
- A genuine desire to build a long-term career
Most importantly, you'll be someone who takes ownership, cares about getting things right and enjoys helping people.
Training & Career Development
You'll receive a structured on-boarding programme when you join, supported by an experienced buddy and the wider team. You'll be given the training and support needed to become confident in the role, with genuine opportunities to develop and progress your career as you build your experience.
Successful applicants will be required to complete financial probity checks, including checks for CCJs and bankruptcy, as well as a basic DBS check.
Interested? If you're customer-focused, organised and ready to take the next step in your career, we'd love to hear from you. Apply today and start building your next career move.
Case Administrator *Hybrid - Permanent - Durham employer: Office Angels
As a School Receptionist in Stevenage, you will be part of a vibrant educational community that prioritises a positive learning environment for students. Our commitment to employee growth is reflected in our supportive work culture, where your contributions are valued and recognised, and opportunities for professional development are readily available. Join us to make a meaningful impact while enjoying a competitive hourly rate and a fulfilling role within a dedicated team.
StudySmarter Expert Advice🤫
We think this is how you could land Case Administrator *Hybrid - Permanent - Durham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Office Angels. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Office Angels before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Case Administrator *Hybrid - Permanent - Durham
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Office Angels:Your cover letter is your chance to shine! Tell us why you want to work at Office Angels specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Office Angels!
How to prepare for a job interview at Office Angels
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
