Case Manager

Blakemore & Associates; Wrexham; Hybrid; GBP 28,000 - 30,000; Full time

Job summary

A modern corporate law firm in Wrexham is seeking a Redress Case Manager to support survivors through the Redress Scotland application process. You will manage cases with compassion, ensuring compliance with legal standards while providing clear communication to survivors. The ideal candidate will have strong organizational skills and experience in handling sensitive situations, with a commitment to supporting individuals achieving justice and closure.

Benefits

4% contributory pension scheme

20 days annual leave + bank holidays + Christmas shutdown

Qualifications

• Strong understanding of GDPR, safeguarding, and trauma-informed practice.
• Exceptional organisational, communication skills and client-focused service.
• Ability to manage complex caseloads with emotional sensitivity.

Responsibilities

• Manage the complete lifecycle of Redress Scotland applications.
• Engage survivors with respectful, clear, and trauma-aware communication.
• Generate internal reports on case volume, timelines, and outcomes.

Skills

Experience calls handler

Strong understanding of GDPR

Exceptional organisational skills

Ability to manage complex caseloads

Teamwork and Collaboration

Job description

Our Wrexham based Legal Client are going through an exciting period of sustained growth that is opening up new opportunities. They redefine what it means to be a modern new corporate law partner in today's fast-moving world. Their team blends deep legal expertise with agile thinking, delivering tailored solutions that empower businesses to scale, adapt, and lead with confidence.

Whether navigating complex transactions, regulatory landscapes, or strategic growth, they bring clarity, precision, and a future-focused mindset to every engagement.

The Redress Case Manager

The Redress Case Manager plays a pivotal role in guiding survivors through the compliant framework and application process for Redress Scotland. Operating at the intersection of compassionate and survivor support, this position ensures that each case is processed with accuracy, sensitivity, and integrity, ultimately supporting survivors to achieve justice and closure.

Key Details

• Job Title: Redress Case Manager
• Location: Wrexham Office/flexible
• Hours: Full-time. Hybrid with flexible working.
• Salary: £28,000 - £30,000 (dependent on experience)
• 4% contributory pension scheme
• 20 days annual leave + bank holidays + Christmas shutdown

Key Responsibilities

Case Lifecycle Management

• Manage the complete lifecycle of Redress Scotland applications, beginning with survivor engagement and concluding with the award decision.
• Ensure all submitted documentation, evidence, and survivor accounts adhere to compliant and procedural requirements.
• Coordinate with survivors, external frameworks, and institutional record holders to collect and verify necessary materials. (Data Subject Access Records).
• Monitor case progress via secure tracking systems, providing timely updates and ensuring prompt resolution.
• Robust Time Management, intake, needs assessments to assure team proficiency and effectiveness.

Compliant and Procedural Oversight

• Apply Redress Scotland guidance, eligibility standards, and evidentiary requirements to each case.
• Prepare and review application submissions, statements, and supporting documents.
• Maintain compliance with GDPR, safeguarding protocols, and trauma-informed practices.

Survivor-Centered Communication

• Engage survivors with respectful, clear, and trauma-aware communication throughout the process.
• Deliver plain-language updates regarding next steps, expected timelines, and case outcomes.
• Support survivors in understanding award decisions and available post-award options.
• Protect survivor confidentiality and foster emotional dignity in every interaction.
• Ensure accuracy and verification of client information prior to submission and oversight of application processing.

Reporting and Continuous Improvement

• Generate internal reports on case volume, timelines, and outcomes.
• Identify process bottlenecks or risks and suggest improvements.
• Participate in policy development and survivor-informed service design.
• Responsible for the smooth running of the operational administration team
• Monitor the effectiveness of partnerships and escalate issues where necessary.
• Contribute to joint protocols, training initiatives, and survivor-facing resources.

Person Specification

Essential

• Experience calls handler/working on phone - ideally involving survivors or redress schemes
• Strong understanding of GDPR, safeguarding, and trauma-informed practice
• Exceptional organisational, communication skills and client focus service
• Ability to manage complex caseloads with emotional sensitivity
• Administration, attention to details and procedural accuracy
• Teamwork and Collaboration

Desirable

• Familiarity with Redress Scotland processes and survivor advocacy
• Knowledge of historical care institutions and record tracing
• Lived experience or survivor-informed approach
• Experience working with external data frameworks or multi-agency teams
• Understanding of inclusive care and LGBTQ+ advocacy
• Familiarity with using Smartsheet workspace