Case Officer

**Be part of something great**

Maximus is a global organisation that specialises in providing health and employment services to millions of people every year. Here in the UK we employ around 5,000 people across the country to deliver services that have a profound impact on people’s lives. From assessments and health services to employability programmes and specialist support, we do work that matters with people who care.

The Case Officer is a hands on customer focused administrative role, working in depth with assigned cases from start to finish, within the designated team and other associated teams to support the excellent delivery of service.

**What we offer**:

- Salary £25,000 per annum
- 25 days paid holiday per year + Bank holidays on top of this
- Option to buy or sell up to 5 days per year
- 1 paid volunteering day per year
- 2 days paid dependants leave per year
- Healthcare cash back plan
- 9% combined pension including enhanced employer contribution
- Enhanced maternity and paternity pay
- Employee assistance programme
- Access to a wide range of tools designed to aid wellbeing
- Access to internal training programmes and self-development tools
- Clear progression path, and promote from within culture
- Refer a friend bonus.

**Role duties**
- Handle enquiries from the general public, agencies and Healthcare Professionals and provide appropriate advice.
- Analyse and record accurately enquiries and new issues of complaint on a Complaint Management System
- Record all activities accurately on CMS when dealing with each customer complaint. -Draft letters, including replies to sometimes multi issue and complex complaints to agreed quality standards
- Obtain relevant information and draft replies for Freedom of Information requests -Investigate official correspondence, CEO and PQ referrals - liaise and provide contributions to DWP managers, explaining the outcome of investigations
- Taking action at the conclusion of each investigation ensuring an outcome is recorded. - Advising the DWP of the outcome of an investigation, when appropriate
- Provide quality assurance of complaint investigations and replies; provide feedback to colleagues as required
- Ensure appropriate claimant and customer interventions to resolve issues of dissatisfaction
- Ensure close case management to ensure all targets are met.
- Good organisational and time management skills needed to prioritise urgent cases, achieve targets, and strike the correct balance between duties
- Excellent drafting skills
- Excellent written, oral and interpersonal skills needed to deal effectively with sometimes complex issues and concepts which require patience, understanding, tact and sensitivity
- Computer literate with good typing skills
- Ability to work under own initiative to meet deadlines and specified standards
- Good team player; as well as able to work on own initiatives
- Ability to cope with vulnerable and distressed claimants
- This job description is not intended to be exhaustive and may be revised from time to time to reflect the changing needs of Assessments.

EEO Statement

Maximus is committed to developing, maintaining and supporting a culture of diversity, equity and inclusion throughout the recruitment process. We know that feeling included has a dramatic impact on personal wellbeing and are working to ensure that no job applicant receives less favourable treatment due to any personal characteristic. Advertisements for posts will include sufficiently clear and accurate information to enable potential applicants to assess their own suitability for the post.

**Job Types**: Full-time, Fixed term contract
Contract length: 12 months

Pay: From £25,000.00 per year

**Benefits**:

- Company pension

Schedule:

- 8 hour shift
- Day shift
- Monday to Friday

**Experience**:

- Administrative: 1 year (required)

Work authorisation:

- United Kingdom (required)

Work Location: In person