Customer Relations Case Officer
Salary: £28,850 per annum + Package
Location: Remote Home Worker ( applications only from the Stockton on Tees Area as you may be required to attend the office on occasion)
Working Pattern: 37.5 hours shift between Monday - Friday 08.00am - 18.00pm ( This will be discussed further if successful for interview)
Contract: Permanent
What you will 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
What we are looking for:
Essential Criteria:
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 atspeed
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
At Ingeus, we’ve spent time listening to our employees to build our benefits package:
At Ingeus, our culture is built on the principle of treating everyone with dignity, ensuring that every individual is comfortable, confident and recognised for the value of their contributions
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
Ingeus is all about people. We deliver services that make a positive, lasting difference to people's lives, including employment and health programmes, services for young people, training and skills support, and probation services. In 2019, Ingeus became part of the APM Group, the international human services provider, where we join our shared mission to enable better lives.
