Case Officer

2 weeks ago


Grantham, Lincolnshire, United Kingdom PayPlan Full time

Location:

Totemic House, Grantham**
Department: PayPlan (Scottish Team)**
Accountable to:Team Leader**
Hours of work:40 Hours, Shifts across 8am-7pm Monday to friday**
Job Purpose:To support the client throughout their Trust deed to a successful completion, adhering to regulation whilst ensuring the Trust deed is sustainable for the client.


Responsibilities:

  • Monitoring & maintaining a case load daily, working within SLAs
  • Take responsibility for your output, managing your caseload or diary and/or maximising your availability for making/receiving calls
  • Ensure that the content of written communication is of a good standard and contains accurate information
  • Proactively gain client trust by building rapport, acknowledging, and guiding whilst highlighting or proactively questioning the current or new vulnerabilities
  • Always enter and update client information accurately and professionally, covering all relevant details, ensuring ongoing client care within and beyond your department's needs
  • Adhere to all department and company policies ensuring compliance at all times
  • Produce & maintain documentation that is compliant with regulatory bodies
  • To work in a flexible way when the occasion arises that tasks which are not specifically covered in the job description must be undertaken
  • Undertaking tasks delegated by Team Leader and the Operational Manager
  • To achieve all KPI's as set by your managers
  • Ensuring that appropriate levels of technical and process knowledge are maintained with any concerns being highlighted to your Team Leader

Key Skills, Knowledge and Experience:

  • Excellent communication skills both written and oral
  • Ability to prioritise and manage workload and time to optimise output
  • Attention to detail
  • Proactively consider the client's needs through questioning and listening
  • Accurate & efficient relationships with clients at all times


Adaptable
  • Displaying a 'can do' approach, ensuring you're supporting both client and business needs
  • Must have the ability to work alone and as part of a team using initiative and to contribute to the progression of the department and business.


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