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- Tasks: Support vulnerable customers with care and empathy, managing cases from start to finish.
- Company: Join a thriving, award-winning family-led business in Stone, Staffordshire.
- Benefits: Enjoy 25 days leave, hybrid working, and a supportive work culture.
- Why this job: Make a real difference in people's lives while developing your career.
- Qualifications: Experience in administration and customer support, with strong communication skills.
- Other info: Flexible working model and dedicated training for personal growth.
The predicted salary is between 26230 - 26230 £ per year.
Making a real difference by supporting vulnerable customers with care, empathy, and expertise. This is a fantastic opportunity for an experienced Administrator or Customer Support professional to join a thriving, award-winning organisation based in Stone, Staffordshire. You will be working as part of a well-established, family-led business that truly values its people and promotes a supportive, forward-thinking culture. This is somewhere you will be proud to work, where employee wellbeing, development, and recognition are at the heart of everything they do.
Within the Client Hub, you will play a vital role in supporting vulnerable customers, ensuring each case is handled with sensitivity, fairness, and in line with regulatory requirements. This is a highly rewarding position where your work will have a genuine and positive impact on people's lives.
£26,230 per annum
Stone, ST15
Monday - Friday (hybrid working available - 2 days working from home after probation)
As the Welfare Administrator, you will act as a key point of contact for all welfare-related matters, working closely with Enforcement Agents, clients, and internal teams to ensure vulnerable customers are supported appropriately. You will be responsible for managing cases from initial referral through to resolution, maintaining accurate records, and ensuring all actions are compliant and clearly documented.
Key duties will include:
- Identifying and assessing vulnerable customers, ensuring appropriate escalation where required
- Managing welfare cases end-to-end, maintaining detailed, audit-ready records
- Handling inbound calls and written enquiries with empathy, professionalism, and clarity
- Overseeing the Welfare Team inbox, triaging and prioritising queries effectively
- Applying appropriate support measures, including Breathing Space and safeguarding provisions
- Producing regular and ad-hoc reports on team activity and performance
- Keeping up to date with external support services and ensuring accurate internal signposting
- Communicating welfare updates across the business, including website and customer communications
- Maintaining and updating communication templates to ensure consistency and accessibility
- Supporting continuous improvement by identifying opportunities to enhance processes and outcomes
- Providing flexible administrative support to the wider team as required
Requirements
This role is ideal for someone who is highly organised, empathetic, and confident managing sensitive situations, with a strong administrative background.
Additional requirements include:
- Previous administrative experience, with strong Microsoft Office skills and experience using case management or bespoke systems
- Experience in a customer-facing role, handling both telephone and written communication
- A minimum of 2 years' experience supporting vulnerable customers
- Ability to communicate sensitively and professionally in challenging situations
- Strong organisational and time management skills, with the ability to prioritise effectively
- Excellent attention to detail and accuracy in record-keeping and reporting
- Resilience and sound judgement in a fast-paced or pressured environment
- Ability to work both independently and collaboratively across teams
- Experience working within a regulated or compliance-driven environment would be beneficial
Additional information
As part of working with this fantastic company, you will receive:
- 25 days annual leave, plus bank holidays
- Mandatory office shutdown between Christmas and New Year
- Flexible hybrid working model
- Company pension scheme
- Eye care vouchers
- Employee benefits platform including retail discounts and Employee Assistance Programme
- Dedicated training and development programme
- Company Sick Pay Scheme
- Workplace Mental Health initiative
- Free secure on-site parking
- Dress down Fridays
This is a truly rewarding opportunity in Stone, Staffordshire for someone looking to build or continue a career within a welfare-focused, customer-centric environment, where you can genuinely make a difference every day.
To find out more, call Safer Hand Solutions and ask for Hannah Kirk, or apply today to be considered for the role.
Welfare Administrator - Vulnerable Customer Support in Stone employer: Safer Hand Solutions Ltd
Contact Detail:
Safer Hand Solutions Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Welfare Administrator - Vulnerable Customer Support in Stone
✨Tip Number 1
Get to know the company culture before your interview. Check out their website and social media to see how they treat their employees and customers. This will help you tailor your answers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your empathy skills! Since this role involves supporting vulnerable customers, think of examples from your past where you've handled sensitive situations with care. Being able to share these experiences will set you apart during the interview.
✨Tip Number 3
Prepare some thoughtful questions to ask at the end of your interview. This shows you're engaged and serious about the role. Ask about their approach to employee wellbeing or how they support continuous improvement within the team.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're proactive and keen to join a fantastic organisation like this one.
We think you need these skills to ace Welfare Administrator - Vulnerable Customer Support in Stone
Some tips for your application 🫡
Show Your Empathy: When writing your application, make sure to highlight your ability to connect with vulnerable customers. Use examples that showcase your empathy and understanding, as this role is all about making a real difference in people's lives.
Be Organised and Detailed: Since the role requires excellent record-keeping and attention to detail, ensure your application reflects your organisational skills. Mention any experience you have with managing cases or maintaining accurate records to show you're up for the task.
Tailor Your Application: Don’t just send a generic application! Tailor your CV and cover letter to match the job description. Highlight relevant experience and skills that align with the responsibilities of the Welfare Administrator role to stand out from the crowd.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our fantastic team!
How to prepare for a job interview at Safer Hand Solutions Ltd
✨Know Your Stuff
Before the interview, make sure you understand the role of a Welfare Administrator and the specific needs of vulnerable customers. Familiarise yourself with relevant support measures like Breathing Space and safeguarding provisions. This will show that you're not just interested in the job, but that you genuinely care about making a difference.
✨Show Empathy
During the interview, demonstrate your ability to handle sensitive situations with empathy and professionalism. Share examples from your past experiences where you've successfully supported vulnerable customers. This will highlight your suitability for the role and your understanding of the emotional aspects involved.
✨Be Organised
Since this role requires strong organisational skills, come prepared with a clear structure for how you manage your time and cases. You might want to discuss any tools or systems you've used in the past to keep track of your work. This will reassure the interviewers that you can handle the demands of the position.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions that show your interest in the company culture and the team dynamics. Inquire about their approach to employee wellbeing and development, as these are key aspects of the organisation. This not only shows your enthusiasm but also helps you gauge if it’s the right fit for you.