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Customer Relations Case Officer

Ingeus UK -
Stockton-on-Tees

Job details

Permanent | Full-time
£28,850 a year

Benefits

Cycle to work scheme
Season ticket loan
Annual leave
Employee assistance programme
Private medical insurance

Qualifications

Customer service
IT
Typing
Communication skills

Full job description

502732

Stockton-on-Tees, County Durham, United Kingdom

Health

Customer Service

Full Time / Permanent

Opening on: Jun 3 2026
Closing on: Jun 12 2026

Customer Relations Case Officer
Salary: £28,850 per annum + Package
Location: Remote Home Worker (applications only from the Stockton on Tees Area as you may be required to attend the office on occasion)

Working Pattern: 37.5 hours shift between Monday - Friday 08.00am - 18.00pm ( This will be discussed further if successful for interview)

Contract: Permanent

What you will be doing:

Act as the single point of contact for claimants and other third parties providing feedback on or making a complaint about the service

Case manage allocated claimant complaints / feedback and ensure that they are responded to in line with the business process and within the specified timescales

Liaise with the relevant team / colleague to ensure their input into any investigation / fact finding and subsequent response

Where appropriate, act to prevent a complaint through early intervention and resolution

Ensure that the relevant activities are undertaken within the Complaints Management System to log any complaint received and to record action taken and updates

Provide feedback and insight on any trends identified through your work

Provide coordination and administration support for serious complaints

Provide a high level of customer service, ensuring that all calls and enquiries are dealt with in a professional, polite and caring manner, and demonstrating customer service excellence at all times

Provide advice and guidance to claimants where appropriate and / or directing them to relevant advice and guidance

Escalate any enquiry or issue that you cannot resolve directly and ensuring full follow up to resolution

Support the Customer Relations Team and other support functions with any associated administration tasks as required

Commitment to personal and professional development, ensuring all necessary learning is completed

What we are looking for:

Essential Criteria:

Previous experience in a customer relations role

Previous experience of processing complaints

Strong customer service skills

Excellent written and verbal communication skills

Good interpersonal skills

Analytical and problem-solving skills

IT literacy including the ability to type/ data input accurately, and at speed

Previous experience using CRM databases

Organised and able to manage time productively

Flexible and able to adapt and respond well to change

Desirable Criteria:

Previous experience of using contact centre technologies

Customer Service Qualification

At Ingeus, we’ve spent time listening to our employees to build our benefits package:

25 days annual leave plus bank holidays with the opportunity to salary trade extra
EAP Support programme available 24/7 with access to 6 x counselling sessions
Private Medical Insurance
Eyecare vouchers with help to purchase new glasses
Life assurance
Online discount shopping
Cycle to Work scheme
Season ticket loan
Up to two days each year dedicated to Community Giving (Volunteering)
Access to Salary Finance; financial education and advice
The opportunity to buy extra perks such as, critical Illness Cover, dental insurance
Long Service Awards

At Ingeus, our culture is built on the principle of treating everyone with dignity, ensuring that every individual is comfortable, confident and recognised for the value of their contributions

We understand that everyone’s journey is different, and we’re committed to making our recruitment process as inclusive and accessible as possible. If you require any support or adjustments—whether that’s help with the application, interview format, or anything else—we’re here to listen and work with you to find the best approach.

Our goal is to ensure you can showcase your skills and potential in a way that works for you. Please don’t hesitate to contact us at [email protected] to discuss how we can support you

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