Case Handler
Supporting High?Quality Case Management & Exceptional Client Outcomes
Role Purpose
The Case Handler plays a vital role in managing and progressing cases in line with UKIM service levels, ensuring a service that consistently exceeds client expectations. You will take ownership of your caseload, proactively identifying issues, inefficiencies or dissatisfaction, and escalating where necessary to secure the best possible outcomes for UKIM clients.
This role requires strong attention to detail, excellent communication skills and a commitment to delivering high?quality service while adhering to internal policies, including Data Protection and confidentiality.
Main Responsibilities
- Case Management — Action all allocated tasks and respond to customer enquiries received by post, email or telephone.
- Daily Liaison — Communicate regularly with all parties involved in each case to ensure smooth progression.
- Query Handling — Deal professionally with internal and external queries, ensuring timely and accurate responses.
Knowledge & Experience
Knowledge
- Basic understanding of clinical services in the Medico?Legal market.
- Good understanding of clinical specialities and terminology.
Experience
- Minimum 2 years’ experience in customer service or administration.
- Confident using IT systems and databases, including Microsoft Office.
Skills & Abilities
- Strong communication — Able to articulate information clearly and professionally in writing and verbally.
- Dedicated to understanding customer needs and delivering a service that exceeds expectations.
- Embraces innovation and change to support business growth.
- Proactively identifies improvements and solutions to overcome challenges.
- Shows respect for colleagues, customers and the working environment.
- Focused on quality and excellence, taking personal responsibility for resolving issues.
- Calm, patient, reliable and able to work effectively under pressure.
- A supportive team player who understands the impact of their actions on others.
Personal Qualities
- Attentive and patient
- Reliable and committed
- Team?focused
- Willing to learn, open to feedback and supportive of colleagues.
BH1169
IND2
