Role Purpose:
The Case Management Advisor is responsible for managing employee and manager queries through to resolution, ensuring a high-quality customer experience, compliance with company policies, and adherence to the service level agreements. The role acts as a key point od contact for People Chapter, Payroll, Workforce Operations, and employee relations enquiries, providing advice, guidance, and case coordination while maintaining accurate records within the case management system.
Key Responsibilities:
Case Management –
- Manage a portfolio of employee and manager cases from receipt through to resolution.
- Ensure all cases are accurately logged, categorised, and prioritised, and updated within the case management system.
- Investigate and resolve enquiries in accordance with agreed procedures and service levels.
- Escalate complex cases to specialist teams where required.
- Monitor open cases and proactively follow up to ensure timely closure.
Customer service –
- Deliver a professional, responsive, and customer- focused service.
- Provide clear guidance and advice on policies, processes, and system-related queries.
- Communicate effectively with employees, managers, and stakeholders at all levels.
- Manage customer expectations and provide regular updates on case progress.
Quality and Compliance –
- Ensure all case handling activities comply with company policies, GDPR, and relevant legislation.
- Maintain accurate and auditable case records.
- Identify potential risks and escalate where appropriate.
- Support compliance and governance requirements through accurate documentation.
Key interactions:
Knowledge, Skills and Experience:
Essential:
- Experience working within a case management, customer service, HR, Payroll, or shared service environment.
- Strong problem solving and investigation skills.
- Excellent written and verbal communication skills.
- Ability to manage multiple priorities and work to deadlines.
- Experience using case management or ticketing systems.
- Strong attention to detail and accuracy.
- Working knowledge of data protection and confidentiality requirements.
Desirable:
- Experience of HR, Payroll, Time & Attendance, or Employee Relations processes.
- Knowledge of SAP, SuccessFactors, ServiceNow, C4S, or equivalent case management systems.
- Experience of working within a shared service or contact centre environment.
- Understanding of continuous improvement methodologies.
