Hiring: Case Handler Support
hace 18 horas
Blackpool
Are you passionate about people and delivering exceptional customer experiences? At Sopra Steria, we're looking for Resolution Case Handlers to join a successful team responsible for delivering a first-class customer experience to help make NS&I the UK's most trusted savings provider. If you enjoy helping people, solving problems, and working in a fast-paced environment, this role could be the ideal next step in your career. As a Resolution Case Handler in this permanent role, you will be joining a team where wellbeing, respect, and personal growth are genuinely valued. Career development is encouraged, with a clear pathway to grow within Sopra Steria. This is a permanent role, based at our Durham or Blackpool office The service operates Monday to Friday, from 8am to 6pm - No weekend working! - Flexible rotating shift pattern. You need to be available for an initial 4-week training programme (Monday to Friday, 9:00am-5:00pm), which will blend classroom learning with job shadowing, so you feel fully supported. Following training, you will flip to a hybrid working pattern. We recognise that work life balance is important so you will be required to work 2-3 days in the office each week and the rest from home. With ongoing training and support, you will quickly find yourself managing cases from receipt through to resolution. You will make a meaningful difference by helping to resolve issues that can significantly affect customers, ensuring they are treated fairly and their concerns are heard. Assess complaints against applicable regulations, policies, procedures, and customer commitments to ensure decisions are accurate and justified. Identify potential risks, breaches, vulnerabilities, or recurring issues and escalate these appropriately in line with governance requirements. Work collaboratively with operational, legal, compliance, risk, and subject matter experts to gather information and support complaint investigations. Ensure complaint responses are delivered within regulatory and business timescales. Support root cause analysis activities and contribute to continuous improvement initiatives aimed at reducing complaints and enhancing customer outcomes. Contribute to quality assurance activities, sharing knowledge and best practice to promote consistent complaint handling across the team. Previous resolution case handling experience within a regulated industry (e.g. financial services, insurance, utilities, telecommunications, healthcare, or public sector). Ability to interpret and apply policies, procedures, regulatory requirements, and guidance. Ability to handle sensitive, complex, and escalated complaints with confidence and professionalism. Security Clearance: BPSS Benefits: Benefits: 25 days annual leave with the choice to buy additional days, health cash plan, paid volunteering days and carers leave, 4 x death in service life assurance and pension. We believe that flexibility at work can promote work/life balance, increase your motivation, reduce stress and improves performance and productivity. We support different ways of working and can offer a range of flexible working arrangements. Our services only matter if they work for people and if they serve a greater purpose. Known for our collaborative approach, we provide consulting and digital services, creating innovative solutions, at scale, to deliver sustainable growth and services that make life better. From helping the Government provide essential public and health services that offer more convenience and choice, to improving financial services to deliver fairer, customer-centric solutions. We are committed to equality of opportunity for all and do not discriminate on the basis of race, religion, colour, gender, age, disability, sexual orientation or marital status. We havepartnered with Vercida , the UK's largest diversity and inclusion focused careers site, where all our vacancies are available in an accessible format. We participate in the Disability Confident scheme and are committed to offering an interview to any candidate with a disability, who meets the minimum criteria for the role.