Scuk Specialist Support Case Handler

SCUK Specialist Support Case Handler

Redhill, United Kingdom

**WHAT YOU WILL BE DOING**

This is a highly rewarding position for someone with experience in working with vulnerable customers with knowledge of the operational process and regulatory requirements. You will be providing expert support to help colleagues, customers and third parties in complex situations where the customers vulnerability impacts on the situation as well as being highly compassionate and empathetic towards bereaved third parties (customer representatives) when dealing with the customers estate. These behaviours are embedded into the SCUK culture.

Some scenarios that you may have to deal with in this role involve mental health issues, long term sickness, bereavement, and lots more.

You will be joining a supportive team of case handlers and are guided, trained, and developed by a dedicated team manager.

**What you’ll be doing**
- Supports colleagues by understanding the root cause of issues and provides the correct and most appropriate solution for customers, whilst delivering against all risk and quality metrics
- Support bereaved third parties by understanding their requirements and providing the correct and most appropriate solution for the third party involved
- Understand the impact of the customers vulnerability and explore options by taking a balanced approach to risk.
- Coach/train colleagues on how to resolve queries on their own, empowering them to resolve similar situations themselves in future
- Build effective relationships with colleagues and stakeholders across the relevant areas. Be the driving force behind improving the customer/ third party experience.
- Work efficiently as a small specialist team ensuring they deliver the right outcomes and support for customers when they need us
- To be able to “think outside the box” and provide bespoke solutions for customers and bereaved third parties.
- Monitor and review Vulnerable Customers and Bereavement cases periodically to ensure the relevant support is being provided.

**What we’re looking for**
- A team player, whilst also being able to work autonomously
- Strong interpersonal skills with customers and colleagues, ability to ask engaging questions and truly listen
- Ability to work well under pressure and to tight deadlines
- Highly organised and possess strong planning skills
- Positive and enthusiastic approach
- Receptive to change
- GCSE or equivalent in Maths and English at grades A-C
- Capability to deal with and assess sensitive and distressing situations daily
- Able to empathise with customers/ third parties
- First-class problem-solving skills to understand impact of vulnerability and options using existing BAU and exceptions processes.
- Skilled in interpreting and analysing information to construct appropriate responses in relation to complex queries.
- Ability to come up with bespoke solutions whilst adhering to procedures and compliance.
- Experience of working with different levels of stakeholders to achieve a positive outcome for customers
- Experience of working in a busy, customer driven environment
- Clear decision-making ability

**What we offer**

We have a range of benefits available which include:

- 27 days holiday per annum, plus bank holidays.
- Pension contribution. Minimum 3% with an employer matched contribution.
- Corporate rates for private medical insurance and other insurance products
- Employee assistant programme
- Enhanced family friendly policies
- Sharesave scheme
- Childcare vouchers
- Discounts on high street brands
- Local retail discounts

**Other things you need to know**

The salary for this role is £28,000-£30,500 per annum (dependant on skills and experience) plus annual bonus potential and £500 flexible benefit allowance. The working hours for this role are Monday to Friday 9am - 5pm.

**Full training will be given which comprises of 2 weeks comprehensive training and support. This will require you to be in the office for face-to-face training for the 1st week which incorporates full time and remote workers. For remote workers, all travel and accommodation expenses will be covered.**

**What are the next steps?