Job Description

Case Manager
£26,500 to £30,000 plus performance-based incentive scheme after probation, with excellent benefits and progression opportunities (Work Level 6B)
Monday-Friday, 37.5 hours
Manchester, Stratford-Upon-Avon, Bristol - You’ll complete your 6-month training at one of our offices, then you’ll have the option to work in a hybrid way.

We’re looking for Case Managers to join our Co-op Legal Services probate team. You don’t need legal experience for this role, as we’ll provide full training to get you up to speed and as a growing business, we’re passionate about developing our colleagues through our internal career progression framework. All you need is experience in customer service, and this can come from a wide range of industries.

If you’re looking to explore the route of qualifying through the SQE, this role counts as qualified work experience. So, whether you have a legal background or not, we can offer you the exciting opportunity to build a rewarding legal career with us.

Why this job matters

In this role, you’ll be there for our customers during one of life’s most difficult moments following a bereavement. You’ll guide them through the legal and administrative steps with care and clarity, managing each case from start to finish. By staying in regular contact and discussing the details of the estate with empathy, you’ll help make a tough time a little easier. It’s a chance to make a real difference to our customers lives at a time when they need us most.

What you’ll do

• Take ownership of your own caseload and deliver on targets that drive the best outcomes for our customers
• Be supported by the latest technologies, including AI, to assist you in the management of files
• Work closely with customers (via phone or in writing), taking an empathetic approach given their recent circumstances
• Use a case management system to manage your work, making sure it’s always accurate and up to date
• Engage with third parties, in particular financial institutions, and government bodies
• Prepare the forms and documents required to keep cases moving forward and keep track of financial transactions

What you'll bring

• Experience in delivering high-quality customer service involving regular client communication, and resolving queries gained from any industry (e.g. retail, telephony, recruitment, insurance, finance etc.)
• Excellent customer service skills with the ability to put the customer’s interests at the heart of what you do
• IT proficiency with the ability to learn new systems quickly
• Great organisational skills; you’re able to manage your own workload and prioritise in a fast-paced environment
• Great verbal and written communication skills with the confidence to speak to clients on the phone
• A keen eye for detail and accuracy

Why Co-op?

At Co-op, we’re owned by our members. And because we’re owned by you, we can do right by you. So when you join us, you’re not just taking a job, you’re joining a movement. We’re an organisation that puts people and communities first, and we’re powered by purpose. We want this to be a place where you can thrive, so you’ll also receive:

• A pension with up to 10% employer contributions
• Incentive scheme up to 10% after probation depending on performance
• 28 days holiday plus bank holidays (rising to 32 in line with service)
• 30% discount on Co-op products and 10% off other brands
• Stream – early access to a percentage of your pay as you earn it
• Virtual healthcare including GP appointments, mental health support, nutrition and fitness advice
• 24/7 colleague support service
• Coaching, training and support such as study leave, to help you develop your skills and progress your career
• Cycle-to-work scheme

A place where you'll belong

We’re building diverse and inclusive teams that reflect the communities we serve. We welcome applications from everyone and are committed to creating a workplace where colleagues can feel like they belong, supported by our inclusive policies and the ways we work.

We’re proud to be part of the Disability Confident scheme and offer interviews to disabled candidates who meet the minimum criteria for a job. If you need any adjustments during the recruitment process, we’ll support you.

Learn more about our recruitment process at jobs.coop.co.uk/apply-process and our inclusion commitments at jobs.coop.co.uk/diversity-inclusion

If you’re successful in your application, we’ll perform some background checks as part of our pre-employment screening process. These will include an SRA check, credit checks, and a DBS (disclosure and barring service) check. Please note Co-op does not offer visa sponsorship for this role.

As part of the application process, you’ll be asked to complete an online assessment, it will take you around 20 minutes to complete this.