Case Officer, UK

Maximus; Leeds; Hybrid; GBP 27,000 - 32,000; Full time

Job summary

Maximus is hiring a Case Officer in Leeds for a hands-on, client‑facing administrative role. You will manage cases end-to-end, draft correspondence, and liaise with healthcare professionals and agencies.

The role is hybrid, 50/50 between office and home, with strong emphasis on accuracy, FOI responses, and timely case closure. Required skills include drafting, excellent written and verbal communication, and the ability to handle distressed claimants with empathy.

Qualifications

• Hands-on administrative role supporting cases from start to finish.
• Excellent drafting, written and verbal communication skills.
• Good typing and time-management to meet targets and deadlines.
• Ability to cope with vulnerable and distressed claimants.
• Flexible hybrid work arrangement with 50/50 Office/Home.

Responsibilities

• Handle enquiries from public, agencies and healthcare professionals.
• Record activities on CMS and draft letters or replies.
• Investigate and draft responses for FOI requests as required.
• Ensure case closure actions and communicate outcomes to stakeholders.

Skills

Customer service

Administrative

Drafting

Communication

Time management

Typing

Team player

Resilience

Tools

CMS (Complaint Management System)

Job description

Requirements

Description & Requirements

Be part of something great

Maximus is a global organisation that specialises in providing health and employment services to millions of people every year. Here in the UK we employ around 5,000 people across the country to deliver services that have a profound impact on people’s lives. From assessments and health services to employability programmes and specialist support, we do work that matters with people who care.

The Case Officer is a hands on customer focused administrative role, working in depth with assigned cases from start to finish, within the designated team and other associated teams to support the excellent delivery of service.

Hybrid role - Office / Home - 50/50 split.

• Handle enquiries from the general public, agencies and Healthcare Professionals and provide appropriate advice.
• Analyse and record accurately enquiries and new issues of complaint on a Complaint Management System.
• Decide upon an appropriate investigation liaising as appropriate with Healthcare Professionals, Medical and Administrative Managers; this includes communicating by email, letter and telephone.
• Record all activities accurately on CMS when dealing with each customer complaint. -Draft letters, including replies to sometimes multi issue and complex complaints to agreed quality standards.
• Obtain relevant information and draft replies for Freedom of Information requests -Investigate official correspondence, CEO and PQ referrals - liaise and provide contributions to DWP managers, explaining the outcome of investigations
• Taking action at the conclusion of each investigation ensuring an outcome is recorded. - Advising the DWP of the outcome of an investigation, when appropriate.
• Provide quality assurance of complaint investigations and replies; provide feedback to colleagues as required.
• Ensure appropriate claimant and customer interventions to resolve issues of dissatisfaction.
• Ensure close case management to ensure all targets are met.
• Good organisational and time management skills needed to prioritise urgent cases, achieve targets, and strike the correct balance between duties.
• Excellent drafting skills.
• Excellent written, oral and interpersonal skills needed to deal effectively with sometimes complex issues and concepts which require patience, understanding, tact and sensitivity.
• Computer literate with good typing skills.
• Ability to work under own initiative to meet deadlines and specified standards.
• Good team player; as well as able to work on own initiatives.
• Ability to cope with vulnerable and distressed claimants.
• This job description is not intended to be exhaustive and may be revised from time to time to reflect the changing needs of CHDA.

EEO Statement

• MAXIMUS is committed to developing, maintaining and supporting a culture of diversity, equity and inclusion throughout the recruitment process. We know that feeling included has a dramatic impact on personal wellbeing and are working to ensure that no job applicant receives less favourable treatment due to any personal characteristic. Advertisements for posts will include sufficiently clear and accurate information to enable potential applicants to assess their own suitability for the post.
• We are a Disability Confident Leader, thanks to our commitment to the recruitment, retention and career development of people with disabilities and long-term conditions. The Disability Confident scheme includes a guaranteed interview for any applicant with a disability who meets the minimum requirements for a job. When you complete your job application you will find a question asking you if you would like to apply under the Disability Confident Guaranteed Interview Scheme. If you feel that you have a disability and apply under this scheme, providing that you meet the essential criteria for the job, you will then be invited for interview. Your Guaranteed Interview application will only be shared with the hiring manager and the local resourcing team.
• Where reasonable, MAXIMUS will review and consider adjustments for those applicants who express a requirement for them during the recruitment process.

Minimum Salary

£

27,000.00

Maximum Salary

£

31,500.00