At a Glance
- Tasks: Help customers by resolving issues and delivering exceptional experiences.
- Company: Join Sopra Steria, a company known for inclusivity and strong values.
- Benefits: Enjoy 25 days annual leave, health cash plan, and paid volunteering days.
- Other info: Flexible working arrangements and a supportive team environment await you.
- Why this job: Make a real difference in people's lives while developing your career.
- Qualifications: Experience in resolution case handling and strong communication skills required.
The predicted salary is between 26536 - 26536 £ per year.
Are you passionate about people and delivering exceptional customer experiences? Are you looking to build your career within a company recognised for its inclusivity, sustainability, and strong values? At Sopra Steria, we’re looking for Resolution Case Handlers to join a successful team responsible for delivering a first-class customer experience to help make NS&I the UK’s most trusted savings provider. If you enjoy helping people, solving problems, and working in a fast-paced environment, this role could be the ideal next step in your career.
As a Resolution Case Handler in this permanent role, you will be joining a team where wellbeing, respect, and personal growth are genuinely valued. Career development is encouraged, with a clear pathway to grow within Sopra Steria. Taking ownership of a daily caseload and delivering timely and compliant outcomes in a regulated environment.
What you need to know:
- This is a permanent role, based at our Durham office.
- The service operates Monday to Friday, from 8am to 6pm – No weekend working! – Flexible rotating shift pattern.
- You need to be available for an initial 4-week training programme (Monday to Friday, 9:00am–5:00pm), which will blend classroom learning with job shadowing, so you feel fully supported. Training is expected to start on the 21st September 2026.
- Following training, you will flip to a hybrid working pattern. We recognise that work life balance is important so you will be required to work 1-2 days in the office each week and the rest from home.
What you’ll be doing:
- With ongoing training and support, you will quickly find yourself managing cases from receipt through to resolution.
- You will make a meaningful difference by helping to resolve issues that can significantly affect customers, ensuring they are treated fairly and their concerns are heard.
- Conduct thorough and impartial investigations, reviewing all relevant evidence to establish facts and determine fair customer outcomes.
- Assess complaints against applicable regulations, policies, procedures, and customer commitments to ensure decisions are accurate and justified.
- Communicate clearly, professionally, and empathetically with customers, providing timely updates and explaining outcomes in a transparent manner.
- Maintain comprehensive and accurate case records, ensuring all actions, decisions, and rationale are fully documented and auditable.
- Identify potential risks, breaches, vulnerabilities, or recurring issues and escalate these appropriately in line with governance requirements.
- Work collaboratively with operational, legal, compliance, risk, and subject matter experts to gather information and support complaint investigations.
- Ensure complaint responses are delivered within regulatory and business timescales.
- Support root cause analysis activities and contribute to continuous improvement initiatives aimed at reducing complaints and enhancing customer outcomes.
- Contribute to quality assurance activities, sharing knowledge and best practice to promote consistent complaint handling across the team.
What you’ll bring:
- Previous resolution case handling experience within a regulated industry (e.g. financial services, insurance, utilities, telecommunications, healthcare, or public sector).
- Strong written and verbal communication skills, with the ability to explain complex decisions clearly and professionally.
- Excellent investigative, analytical, and evidence-based decision-making skills.
- Strong understanding of customer vulnerability, treating customers fairly, and delivering appropriate outcomes.
- Ability to interpret and apply policies, procedures, regulatory requirements, and guidance.
- High levels of integrity, objectivity, and attention to detail.
- Ability to handle sensitive, complex, and escalated complaints with confidence and professionalism.
- A keenness to develop, motivated to learn, grow, and continually improve your skills.
If this sounds like you, we’d love to hear from you — even if you’re not sure you meet every requirement.
Location: Durham
Security Clearance: BPSS
Salary: £26,536
Benefits: 25 days annual leave with the choice to buy additional days, health cash plan, paid volunteering days and carers leave, 4 x death in service life assurance and pension.
We believe that flexibility at work can promote work/life balance, increase your motivation, reduce stress and improves performance and productivity. We support different ways of working and can offer a range of flexible working arrangements. So, if you’re interested and need to work flexibly, we encourage you to apply and talk to us about what might be possible.
Our business is, first and foremost, about people. And it always has been. The solutions we develop are driven by the connections they make and the problems they solve. Our services only matter if they work for people and if they serve a greater purpose. Known for our collaborative approach, we provide consulting and digital services, creating innovative solutions, at scale, to deliver sustainable growth and services that make life better.
Our work touches many lives in the UK. From helping the Government provide essential public and health services that offer more convenience and choice, to improving financial services to deliver fairer, customer-centric solutions.
Resolution Case Handlers in Durham employer: Sopra Steria
Sopra Steria is an exceptional employer, offering a unique opportunity for a Data Security Technical Lead to influence enterprise-wide data security strategy while working remotely. With a strong focus on professional development, competitive benefits including a generous car allowance and private medical insurance, and a collaborative work culture that values innovation, employees are empowered to grow their careers in a supportive environment dedicated to making a real difference in national security.
StudySmarter Expert Advice🤫
We think this is how you could land Resolution Case Handlers in Durham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Sopra Steria. 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 Sopra Steria 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 Resolution Case Handlers in 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 Sopra Steria:Your cover letter is your chance to shine! Tell us why you want to work at Sopra Steria 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 Sopra Steria!
How to prepare for a job interview at Sopra Steria
✨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.
