Overview
We are seeking a dedicated and detail-oriented Case Progression and Client Service Executive to join our dynamic team. This role involves managing case workflows efficiently while delivering exceptional customer service to clients. The successful candidate will play a vital part in ensuring timely case resolution and maintaining strong client relationships through organised administrative support and analysis skills. This position offers an excellent opportunity for individuals looking to develop their career within a professional environment that values organisation, communication, and analytical thinking.
Responsibilities
- Manage the progression of cases from initiation through to resolution, ensuring adherence to deadlines and procedural standards
- Act as the primary point of contact for clients, providing professional and courteous assistance at all times
- Analyse case data to identify trends, potential issues, or areas for process improvement
- Maintain accurate and up-to-date records of all client interactions and case developments within organisational systems
- Coordinate with internal teams to facilitate case progression and ensure seamless communication across departments
- Provide administrative support including scheduling meetings, preparing reports, and managing documentation
- Monitor case statuses regularly and follow up proactively to ensure timely resolution
- Assist in developing and implementing client service strategies to enhance overall satisfaction
Requirements
- Proven organisational skills with the ability to manage multiple cases simultaneously in a fast-paced environment
- Strong analysis skills to interpret data effectively and contribute to process optimisation
- Excellent customer service skills with a professional approach to client interactions
- Previous administrative experience is preferred, demonstrating competence in record keeping and office procedures
- Exceptional communication skills, both written and verbal, with an emphasis on clarity and professionalism
- Ability to work independently as well as part of a team, demonstrating flexibility and problem-solving capabilities
- Proficiency in organisational software such as MS Office Suite or specialised case management systems is desirable
This role is ideal for motivated individuals eager to contribute to a professional setting while developing their expertise in case management and client relations. This is a highly compliant role working in the financial services industry.
Case Progression
- Own a portfolio of client cases end-to-end
- Track all outstanding actions across providers, clients, and internal teams
- Proactively chase providers for updates and resolution
- Identify and escalate blockers early
- Ensure cases move steadily toward completion without delay
Client Communication
- Provide timely updates to clients at key stages
- Request outstanding documentation clearly and promptly
- Ensure clients understand next steps and timeframes
Compliance Support
- Ensure all required documentation is complete and accurate before submission
- Support preparation of files for compliance review
- Address compliance queries quickly and thoroughly
Internal Coordination
- Liaise with advisers and administrators to ensure tasks are completed on time
- Maintain accurate case status updates in CRM systems
- Highlight risks or delays immediately
What Success Looks Like
- Cases do not sit idle in the system
- Providers are chased consistently and effectively
- Clients receive timely updates without prompting
- The Managing Director is not required to chase operational tasks
- Increased number of cases completing each month
- Reduced backlog and improved cashflow timing
About You
We are looking for someone who is:
- Highly organised and persistent
- Comfortable chasing people professionally and repeatedly
- Naturally proactive rather than reactive
- Calm under pressure
- Detail-focused with strong follow-through
- Comfortable working in a fast-paced environment where priorities shift
Pay: £24,420.00-£300,000.00 per year
Benefits:
- Free parking
- On-site parking
Work Location: In person
