Customer Relations Case Officer

Salary: £28,850.

The Customer Relations Case Officer on the HAAS contract, is responsible for ensuring that claimant feedback and complaints are actioned in line with the business process and set timescales, in order to achieve a satisfactory resolution for the claimant and to ensure that the target performance level for this area is achieved and ensure that all claimants receive exceptional customer service and treated with care and respect at all times.

What you'll be doing:

• 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  

Essential Criteria: 

•  Previous experience in a customer service 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  

  Desirable Criteria:

• Previous experience of using contact centre technologies  

• Customer Service Qualification  

 

Ingeus is a Disability Confident Employer. We welcome neurodiverse colleagues and provide a clear, supportive, step-by-step recruitment process. If you require adjustments or alternative formats, our recruitment team will be happy to help.

We understand that everyone’s journey is different, and we’re committed to making our recruitment process as inclusive and accessible as possible. If you require any support or adjustments—whether that’s help with the application, interview format, or anything else—we’re here to listen and work with you to find the best approach.

Our goal is to ensure you can showcase your skills and potential in a way that works for you. Please don’t hesitate to contact us at careers@ingeus.co.uk to discuss how we can support you