Case Handler - Customer Support & Administration Opportunity

Office Angels; North East; Hybrid; GBP 25,000 - 26,000; Full time

Benefits offered by this job

Life Assurance (4x salary)

Medical Cash Plan

Cycle to Work

23 days annual leave

Pension 5% matched

Training and development

Job summary

Office Angels in Durham (DH1) is seeking a Customer Case Handler to proactively manage a portfolio of cases from instruction through to completion, delivering exceptional service in a hybrid office environment.

The role offers training, ongoing support, and genuine career progression within a supportive team, with a mix of office-based and home-working after training. A basic salary plus bonus targets provides an attractive start and development potential.

Qualifications

• Previous customer service experience, either telephone-based or face-to-face.
• Strong administration and organisational skills.
• Excellent verbal and written communication skills.
• Good Microsoft Office skills.
• High attention to detail.
• Ability to manage multiple priorities effectively.
• Positive attitude and willingness to learn.
• A genuine passion for delivering excellent customer service.

Responsibilities

• Completing client triage calls and liaising with medical professionals.
• Managing inbound and outbound communications with clients, treatment providers and stakeholders.
• Maintaining accurate case records and updates using the case management system.
• Preparing correspondence and documentation using company templates.
• Coordinating treatment progression, discharge and invoicing processes.
• Managing customer expectations and escalating complex cases when required.
• Taking ownership of cases from start to finish to ensure excellent service delivery and timely progression.

Skills

Customer service

Administration

MS Office

Attention to detail

Organisational skills

Communication

Tools

Case management system

CRM

Job description

Customer Case Handler | Hybrid Working | Career Progression

Looking for a customer‑focused office role with genuine career progression, hybrid working, and the opportunity to make a real difference?

Our client is looking for motivated and organised individuals to join their growing team in Durham as a Customer Case Handler.

Whether you've worked in customer service, retail, hospitality, healthcare or administration, this could be the perfect opportunity to build a long‑term professional career within a supportive and welcoming environment.

Having partnered closely with this business, we can genuinely say they are a fantastic company to work for. They invest heavily in their people, provide excellent training, and offer real opportunities for development and progression.

Please note: This is not a cold‑calling, sales, or contact centre role. Instead, you'll manage cases from start to finish, supporting customers throughout their journey while delivering exceptional service in a professional office environment.

The Details

Location: Durham (DH1)

Salary: £24,843 basic salary

OTE: £26,000+ following successful probation, inclusive of bonus

Contract Type: Permanent

Hours: Monday to Friday | 9:00am to 5:30pm | 37.5 hours per week

Hybrid Working: Following training, you'll work on a rota of 2 weeks office-based and 1 week working from home

Why Join This Company?

• Monthly bonus opportunity following probation
• Hybrid working pattern after training (2 weeks office / 1 week home)
• Option to remain fully office-based if preferred
• Life Assurance (4x salary)
• Medical Cash Plan with Simplyhealth
• Cycle to Work Scheme
• 23 days annual leave, increasing with service
• 5% matched pension contributions
• Full training and ongoing development
• Supportive and collaborative team culture
• Genuine career progression opportunities

The Role

As a Customer Case Handler, you'll proactively manage your own portfolio of cases from instruction through to completion, ensuring an exceptional level of customer service throughout the process.

You'll work closely with customers, medical professionals, treatment providers, and internal teams to coordinate treatment journeys, maintain accurate records, and ensure cases progress efficiently within agreed service standards.

This is an ideal opportunity for candidates looking to move from retail, hospitality, healthcare, customer service or contact centre environments into a professional office‑based career.

Full training will be provided through a structured onboarding programme, with ongoing support from an experienced buddy and the wider team, ensuring you feel confident and supported from day one.

Key Responsibilities

• Completing client triage calls and liaising with medical professionals
• Managing inbound and outbound communications with clients, treatment providers and stakeholders
• Maintaining accurate case records and updates using the case management system
• Preparing correspondence and documentation using company templates
• Coordinating treatment progression, discharge and invoicing processes
• Managing customer expectations and escalating complex cases when required
• Taking ownership of cases from start to finish to ensure excellent service delivery and timely progression

What We're Looking For

• Previous customer service experience, either telephone‑based or face‑to‑face
• Strong administration and organisational skills
• Excellent verbal and written communication skills
• Good Microsoft Office skills
• High attention to detail
• Ability to manage multiple priorities effectively
• Positive attitude and willingness to learn
• A genuine passion for delivering excellent customer service

Additional Information

Successful candidates will be required to complete financial probity checks, including no CCJs or bankruptcy, alongside a basic DBS check.

By applying for this role your details will be submitted to Office Angels. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website

We are an equal‑opportunities employer who puts expertise, energy and enthusiasm into improving everyone's chance of being part of the workplace.

We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, abilities and more.

By showcasing talents, skills and unique experiences in an inclusive environment, we help individuals thrive.

If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.

Office Angels UK is an Equal Opportunities Employer.