About the Role
Liverpool has long been recognised as a city built on resilience, strong relationships, and exceptional service. At CCMS Outsourcing UK Ltd, we bring those same values to every client and every case we manage. We provide professional business process outsourcing and client support services that help organisations operate efficiently while delivering outstanding customer experiences.
We are looking for a Case Manager to oversee a diverse portfolio of client cases from initial assignment through successful resolution. This is more than an administrative position—you will become the central point of coordination, ensuring clients receive timely updates, documentation remains accurate, and every case progresses efficiently.
You'll work closely with clients, internal teams, and external stakeholders, balancing attention to detail with excellent communication and problem-solving skills. If you enjoy organising complex workloads, building trusted relationships, and making a positive impact through exceptional service, this is an opportunity to grow your career within a supportive and collaborative environment.
Why Work With Us?
Supportive Team Culture: We believe great service starts with great people. You'll join an experienced team that values collaboration, knowledge sharing, and mutual support.
Career Development: We invest in our employees through ongoing learning, professional development, and opportunities to progress into senior operational and leadership roles.
Modern Working Environment: Our Liverpool office provides a professional, collaborative workspace equipped with the tools and technology needed to help you succeed from your first day.
Meaningful Work: Every case represents a real client relying on our expertise. Your work will directly contribute to delivering efficient, high-quality service while maintaining strong client relationships.
Key Responsibilities
Case Management: Manage multiple client cases simultaneously, ensuring each progresses efficiently while meeting service standards and agreed timelines.
Client Communication: Serve as the primary point of contact for clients, responding professionally to enquiries and providing regular updates throughout the case lifecycle.
Documentation & Records: Maintain complete, accurate, and confidential case records, ensuring all documentation is properly prepared and stored.
Coordination: Work closely with internal departments and external partners to gather information, resolve issues, and keep cases moving forward.
Problem Solving: Identify potential delays or challenges, investigate solutions, and escalate complex matters when appropriate.
Compliance: Ensure all activities are completed in accordance with company procedures, regulatory requirements, and quality standards.
Continuous Improvement: Contribute ideas that improve workflows, client satisfaction, and operational efficiency across the case management process.
What We Are Looking For
Experience: Previous experience as a Case Manager, Case Coordinator, Client Services Coordinator, Claims Administrator, Customer Support Specialist, or in a similar administrative or client-facing role.
Organisation: Excellent organisational and time management skills with the ability to prioritise multiple cases while maintaining exceptional attention to detail.
Communication: Strong written and verbal communication skills with the confidence to build positive relationships with clients and colleagues.
Technology: Comfortable using Microsoft Office applications and learning case management or CRM systems.
Problem Solving: A proactive mindset with the ability to analyse information, resolve issues, and make informed decisions.
Professionalism: High standards of confidentiality, integrity, and customer service when handling sensitive client information.
Mindset: You remain calm under pressure, enjoy working in a fast-paced environment, and take pride in delivering accurate, reliable, and client-focused results every day.
Pay: £30,664.00-£36,796.00 per year
Benefits:
- Additional leave
- Flexitime
- Health & wellbeing programme
- Paid volunteer time
Work Location: Hybrid remote in Liverpool L33 1EH
