Case Manager

Settlement Agreement Solicitors; Ringwood; On-site; GBP 30,000 - 35,000; Full time

Benefits offered by this job

Salary £30k-£35k

5 weeks holiday

Pension scheme

Wellbeing allowance £100/month

Job summary

Settlement Agreement Solicitors is seeking a proactive Case Manager for our new Ringwood office. You will own clients' cases from first enquiry through to completion, delivering warmth and professional support to help clients through redundancy or employer disputes.

In this fast-paced role you will handle onboarding, caseload management, document preparation for our solicitors within a 24-hour window, and ongoing liaison with clients, employers and HR.

Qualifications

• Previous experience in client care, case handling or customer success is essential.
• Experience as a case handler, claims handler, legal administrator or paralegal would be a great fit, but warmth, attention to detail and client service matter most.

Responsibilities

• Respond to new enquiries quickly and warmly, guiding new clients through onboarding.
• Manage caseload from enquiry to completion, ensuring progress and deadlines are met.
• Prepare and verify case information and documents for solicitors within the 24-hour service standard.
• Liaise with clients, solicitors, employers and HR teams to keep everyone updated.
• Keep the case management system accurate and up to date at every stage.
• Spot problems early, escalate them quickly where needed, and resolve where possible.
• Deliver an exceptional customer experience and aim for 5-star reviews.

Skills

Verbal communication

Written communication

Customer service

Time management

Attention to detail

IT literacy

Case management software

Initiative under pressure

Job description

Case Manager

At Settlement Agreement Solicitors, we care passionately about the experience that our clients have when doing business with us. Clients are placing a great deal of trust in us at a time when they are facing losing their jobs and it is critical that we repay this trust by treating them with the warmth, professionalism, understanding and courtesy that they deserve.

Our fanatical dedication to delivering a 5-star service to our clients has seen us collect some fantastic accolades. We are both the number 1 ranked law firm and employment lawyers in the UK on Trustpilot, with over 8,500 verified 5-star reviews. We're on a mission to be the world's first Utterly Brilliant law firm, and the first law firm in the world to reach 100,000 5-star reviews on Trustpilot. If you're an utterly brilliant case manager, client care professional or legal administrator with outstanding customer service skills then we would love you to come and be a part of our success!

What we offer

An opportunity to be a founding member of the team at our new Ringwood office, in a supportive and flexible working environment where you will have the ability to further your career aspirations. Our benefits package includes:

• A generous base salary of between £30K and £35K dependent on experience
• A bonus for every 5-star review
• 5 weeks annual leave plus bank holidays
• Company pension scheme
• £100 per month HEKA wellbeing allowance

What will you do?

As a Case Manager, you will own your clients' cases from their initial enquiry through to completion. As well as providing administrative and legal support, your job is to provide an exceptional level of customer support at every step, so that every client finishes their case feeling cared for and ready to leave us a 5-star review.

You’ll be dealing with clients that are losing their jobs either due to redundancy or a dispute with their employer. You’ll be holding their hand through this difficult and stressful time so that they feel cared for and supported, and so that we can make a bad situation the best it can be for them. You can make the difference between a client leaving their job feeling optimistic about the future, rather than defeated.

This is a dynamic and fast-paced role with high volumes of interaction with clients and stakeholders, each one requiring appropriate focus and attention to deliver positive outcomes and ensure that deadlines are met.

Your day‑to‑day work will include:

• Responding to new enquiries quickly and warmly, and guiding new clients through our onboarding process;
• Managing your caseload from initial enquiry through to completion, making sure every case keeps moving and every deadline is met;
• Preparing and verifying case information and documents so that our solicitors can advise clients within our 24‑hour service standard;
• Liaising with clients, solicitors, employers and HR teams to keep everyone updated and cases on track;
• Keeping our case management system accurate and up to date at every stage;
• Spotting problems early, solving them where you can, and escalating them quickly where you can’t;
• Delivering an exceptional customer experience every time and getting a 5-star review.

This is an office based role at our new Ringwood office, and you will be connected to colleagues across the firm through our phone, messaging and video call systems, so you will very much feel part of an amazing team throughout the work day.

We can also support flexible working hours. So if you need to start a little later or do the school run, no problem. We want all our team members to feel supported and happy and we strive to provide them with a great place to work.

What do you offer?

Previous experience of working in a client care, case handling or customer success role is essential. Experience as a case handler, claims handler, legal administrator or paralegal would be a great fit, but what matters most is your warmth, your attention to detail and your commitment to client service.

Excellent:

• Verbal and written communication skills
• Warm and friendly telephone manner
• Customer service focus and ability to read the room
• Time management skills and able to prioritise effectively
• Attention to detail and ability to produce work with precision
• IT Literacy and experience using case management software
• Ability to work unsupervised and use your initiative, even when under pressure
• Problem solving skills

Able to:

• Type 30 words per minute accurately
• Demonstrate a passion for client service excellence
• Deal sensitively and appropriately with confidential information
• Develop and maintain strong relationships with team members, the firm's employees and solicitors
• Work well under pressure within stipulated timescales and meet deadlines
• Embrace the use of AI and technology in your work to create better efficiency and client outcomes
• Be a positive influence and bring a helpful can-do attitude to the office

You will be:

• Proud of a professional and positive work attitude with the ability to embrace change
• Committed to delivering the Settlement Agreement Solicitors vision and mission
• Inspired by being at the forefront of innovation and technology in the legal sector
• Able to provide a confident and positive contribution, taking responsibility and ownership for the success of the firm and your own development.

Any offer is conditional upon receipt of 1 satisfactory reference, a basic DBS check, Social Media Check, Sanctions Check and a check with our Regulatory Body.