Caseload and Compliance Officer

AKG UK; Milton Keynes; Hybrid; GBP 24,000 - 32,000; Full time

Benefits offered by this job

Full training

Job summary

Intuitive Thinking Skills seeks a Claims and Caseload Administrator for the Connect to Work programme in Buckinghamshire & Milton Keynes. The role supports Employment Specialists, manages participant records, and ensures claims evidence and performance data are robust.

You will engage participants, conduct pre-screening, and assist with scheduling, reporting and quality assurance to meet contract targets.

Qualifications

• GCSE English and Maths (or equivalent).
• Relevant administrative or business support qualification, or equivalent experience.
• Experience in administrative, data, compliance or performance-related roles.
• Experience maintaining databases and CRM systems.
• Experience producing reports and analysing performance data.

Responsibilities

• Contact new EOIs and referrals promptly.
• Conduct initial telephone pre-screening against eligibility criteria.
• Provide information about the programme and answer enquiries.
• Book initial appointments and coordinate diaries.
• Maintain accurate participant records and evidence.
• Monitor referral volumes and caseload progression.
• Produce regular reports to support delivery and contract management.
• Support QA, audits and compliance activities.
• Support claims preparation and performance reporting.

Skills

Organisational skills

Attention to detail

Data analysis

Communication skills

Teamwork

Problem solving

Contract performance

CRM systems

Education

GCSE English and Maths

Administrative qualification

Tools

Excel

CRM systems (Evolutive)

Job description

Job Title: Claims and Caseload Administrator

Programme: Connect to Work (CtW) Buckinghamshire & Milton Keynes

Reports To: Service Manager

Location: Buckinghamshire & Milton Keynes (Hybrid)

Background

Intuitive Thinking Skills place a high value on the life experiences of individuals, regardless of their backgrounds. As such, all roles within the organisation are primarily focussed on fostering these experiences, supporting our employees to thrive in whatever sector they are working in.

Job Purpose

The Claims and Caseload Administrator will play a vital role in supporting the effective delivery and performance management of the Connect to Work programme across Buckinghamshire and Milton Keynes.

The postholder will provide administrative, reporting and quality assurance support to the Employment Specialist team, ensuring participant records are accurate, claims evidence is robust, performance data is timely, and programme compliance requirements are met. The role will also support participant engagement through initial contact and pre-screening activities, helping to ensure a smooth customer journey from referral through to programme participation.

Key Responsibilities

Participant Engagement and Caseload Administration

• Contact new Expressions of Interest (EOIs) and referrals in a timely manner.
• Conduct initial telephone pre-screening against programme eligibility criteria.
• Provide information about the Connect to Work programme and answer participant enquiries.
• Book initial appointments with Employment Specialists and coordinate diaries where required.
• Maintain accurate records of participant interactions and appointment outcomes.
• Monitor referral volumes and participant progression through the programme.
• Support waiting list and caseload management activities.

CRM and Data Management

• Maintain accurate and up-to-date participant records on programme CRM systems.
• Update trackers, spreadsheets and performance monitoring tools.
• Ensure participant records contain all required documentation and evidence.
• Identify and rectify data quality issues, missing information and duplication.
• Support Employment Specialists with record management and compliance requirements.
• Produce regular reports to support operational delivery and contract management

Quality Assurance and Fidelity

• Undertake regular internal assurance checks of participant case files.
• Provide feedback to staff on findings and required corrective actions.
• Maintain audit records and support preparation for external audits and contract monitoring visits.
• Monitor completion of mandatory documentation and participant evidence.

Claims and Performance Reporting

• Support preparation and submission of performance and outcome claims.
• Collate and validate supporting evidence for claims.
• Monitor performance against contractual KPIs and service targets.
• Produce weekly and monthly performance reports.Analyse performance trends and identify areas requiring intervention.
• Update dashboards, summaries and management information reports for senior leaders.
• Support continuous improvement through data analysis and performance insight.

Communications and Marketing

• Create content for newsletters, social media, websites and stakeholder updates.
• Support the production of case studies, success stories and promotional materials.
• Assist with marketing campaigns targeting priority groups and referral organisations.
• Maintain distribution lists and communication records.
• Coordinate promotional events, information sessions and engagement activities where required.

General Responsibilities

• Maintain confidentiality and comply with GDPR requirements.
• Work collaboratively with Employment Specialists, Team Leaders and external partners.
• Participate in team meetings, training and development activities.
• Contribute to continuous improvement and sharing of best practice.
• Undertake any other duties appropriate to the role and grade.

Person Specification

Qualifications

• GCSE English and Maths (or equivalent).
• Relevant administrative or business support qualification, or equivalent experience.

Knowledge and Experience

• Experience working in an administrative, data, compliance or performance-related role.
• Experience maintaining databases, CRM systems and management information.
• Experience producing reports and analysing performance data.
• Strong understanding of data quality and record management principles.
• Experience using Microsoft Office, including advanced Excel skills.
• Experience managing multiple priorities and meeting deadlines.
• Experience conducting audits, quality checks or compliance reviews.
• Experience communicating with people from a range of backgrounds/with different needs
• Knowledge of welfare benefits/welfare to work provision and safeguarding

Skills and Abilities

• Excellent organisational and administrative skills.
• Strong attention to detail.
• Ability to analyse data and identify trends.
• Confident communicating with customers and stakeholders by telephone, email and in person.
• Ability to work independently and as part of a team.
• Problem-solving mindset with a focus on continuous improvement.
• Experience within employment, skills, welfare-to-work, supported employment or public sector programmes.
• Experience supporting contract performance and claims processes.
• Knowledge of IPS, SEQF, or Connect to Work delivery models.
• Experience supporting promotional activity.
• Experience using CRM systems such as Evolutive or similar performance management systems and Excel.

Key Performance Indicators

The postholder will contribute towards:

• 100% compliance with programme data quality standards.
• Timely contact of all new EOIs within agreed service levels.
• Accurate booking and administration of participant appointments.
• Accurate and timely reporting of programme performance.
• Completion of monthly internal quality assurance and fidelity checks.
• Successful preparation and submission of outcome claims.
• Achievement of programme performance and contractual targets.
• Positive stakeholder and participant feedback.

Annual Leave: 26 days paid holiday pa + bank holidays, rising to 28 days holiday + bank holidays with each full service year accrued

Additional Information

• Full training package provided

Inclusive Recruitment and Accessibility

Intuitive Thinking Skils is committed to creating an inclusive and accessible recruitment process. We welcome applications from candidates with a range of backgrounds, experiences and working styles. Candidates are encouraged to let us know if they require any reasonable adjustments during the recruitment process. Applicants do not need to meet every desirable criterion to apply; we are interested in relevant skills, potential and values alignment as well as direct experience.

Compliance

It is the responsibility of all staff to abide by organisational policies to ensure compliance with relevant standards e.g. ISO 27001 (Information Security), ISO 9001 (Quality) and ISO 14001 (Environmental) as well as adhering to statutory duties in relation to safeguarding, Prevent and health and safety.

Milton Keynes / Buckinghamshire - Hybrid