Looking for a customer-focused office role with genuine career progression, a supportive team environment, and the opportunity to make a real difference? Our client is looking for motivated and organised individuals to join their growing team in Durham as a Case Handler. This is a fantastic opportunity for candidates from backgrounds such as customer service, administration, retail, hospitality, medical, healthcare, or other people-focused roles who are looking to build a long-term professional career.
We work closely in partnership with this company and can genuinely say they are a lovely business to work with. They have created a welcoming and supportive team environment where people are encouraged to learn, develop, and succeed.
Please note - this is NOT a cold-calling, sales, or target-driven contact centre role. This is a structured and rewarding position focused on supporting customers through their journey, delivering excellent service, and managing cases from start to finish within a professional environment.
📍 Location: Durham, DH1
💰 Salary: £24,843 basic salary with realistic OTE of £26,000+ following successful probation, inclusive of bonus
📄 Contract Type: Permanent
⏰ Hours: Monday - Friday | 9:00am - 5:30pm | 37.5 hours per week
🏡 Hybrid Working Available Following Training - working on a weekly rota of 2 weeks office-based and 1 week working from homeWhy Join This Company? Benefits Include:
Monthly bonus opportunity following probation (realistic OTE £26K+)
Hybrid working pattern after training: 2 weeks office / 1 week home
Option to remain fully office-based if preferred
Life Assurance (4x salary)
Medical Cash Plan with Simply Health
Cycle to Work Scheme
23 days annual leave, increasing with service
5% matched pension contributions
Full training and ongoing development provided
Supportive and collaborative team cultureThe Role
As a Case Handler, you will proactively manage your own portfolio of cases from instruction through to completion, ensuring an exceptional level of customer service throughout the full process. You'll work closely with customers, medical professionals, treatment providers, and internal teams to coordinate treatment journeys, maintain accurate records, and ensure cases progress efficiently within agreed service standards.
Full training will be provided through a thorough onboarding programme, with ongoing support from an experienced buddy and the wider team, ensuring you feel confident and supported as you settle into the role.
Key Responsibilities:
Completing client triage calls and coordinating with medical professionals
Managing inbound and outbound communications with clients, treatment providers, and stakeholders
Maintaining accurate case histories and updates using case management software
Drafting correspondence and documentation using company templates
Coordinating treatment progression, discharge, and invoicing processes
Managing expectations and escalating complex cases where appropriate
Taking ownership of cases from start to finish to ensure timely progression and excellent service deliveryWhat We're Looking For:
Previous customer service experience (phone-based or face-to-face)
Good administration and organisational skills
Strong verbal and written communication skills
Basic Microsoft Office skills
High attention to detail and ability to manage multiple tasks
Positive attitude with willingness to learn and developSuccessful candidates will be required to complete financial probity checks (including no CCJs or bankruptcy) alongside a basic DBS check.
Due to the high volume of applications we receive, we are unfortunately unable to provide individual feedback to all applicants. If you have not been contacted within 5 working days, please assume your application has been unsuccessful on this occasion.
If you require any reasonable adjustments at any stage of the recruitment process, please let us know and we will be happy to support you.
If you're looking for a stable and rewarding role where you can develop professionally, work within a supportive environment, and genuinely help people, we would love to hear from you.
Office Angels is an employment agency and business. We are an equal-opportunities employer who puts expertise, energy and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, abilities and more. By showcasing talents, skills and unique experiences in an inclusive environment, we help individuals thrive. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.
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Salary description
£24843.00 - £26000.00 per year