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Role: Case Administrator
Location: London NW9
Salary: 27,007.50 per Annum
Hours: 37.5 hours per week. Working shift patterns between 8am-8pm. (Core Hours are between 8am and 6pm). Saturday cover maybe required on a Rota basis.
Duration - 6 months FTC
About the role
As the primary clerical support resource for internal and external customers, the Case Administrator will undertake time critical administration tasks to support the progression of claimant referrals through the Personal Independence Payment (PIP)/ Workplace Capability Assessment (WCA) and Specialist Benefits (SB) assessment process, contributing to the achievement of volume, quality and service target performance levels. The Case Administrator undertakes an important liaison role working with both claimants and the Department for Work and Pensions (DWP), therefore delivering customer service excellence across every aspect of the claimant journey is critical.
Role Responsibilities
- Acknowledge and register referrals in the relevant system to meet target response times.
- Respond to telephone, fax and e-mail queries from third parties to target response times.
- Log information taken on calls / enquiries accurately and in a timely manner on the relevant systems.
- Maintain customers' files in line with data protection requirements.
- Dispatch information as required via approved external courier, ensuring that information is handled in line with our data protection policy.
- Accurate data entry onto the relevant system(s).
- Liaison with other teams and clinical colleagues to progress cases to meet target performance levels.
- Collate data / reports as required.
- General office administration duties, including updating spreadsheets and filing.
- Provide advice and guidance to claimants where appropriate and / or direct them to relevant advice and guidance.
- Escalate any enquiry or issue that you cannot resolve directly and ensure full follow up to resolution.
- Support the wider Claimant Support Team and other support functions with any associated administration tasks as required.
- Identify areas for continuous improvement and contribute to improvement projects where required.
- Commitment to personal and professional development, ensuring all necessary learning is completed.
Experience & Skills
Essential Criteria
- Previous experience in an administration / clerical support role
- Previous experience in customer service
- 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
- Experience using Power BI
- Experience of using contact centre technologies
- Customer Service Qualification
