Customer Service Case Handler

ExamWorks Group; Bolton; Hybrid; GBP 24,000 - 29,000; Full time

Benefits offered by this job

Full training and ongoing support

Friendly and collaborative working env

Career development opportunities

Job summary

ExamWorks Group in Bolton is seeking a Customer Service Advisor to join our team. You will be the first point of contact for solicitors, insurers, medical suppliers, and claimants, delivering professional, efficient and empathetic service.

You will handle enquiries, provide case updates, and work toward resolving queries at first contact where possible. This role offers training and development in a busy, supportive environment.

Qualifications

• Excellent verbal and written communication skills.
• Outstanding telephone manner.
• Strong customer service focus.
• Effective problem-solving abilities.
• High level of accuracy and attention to detail.
• Good IT skills and confidence using multiple systems.

Responsibilities

• Handle inbound and outbound telephone calls professionally and efficiently.
• Provide exceptional customer service while dealing with a range of complex enquiries.
• Take ownership of customer queries and follow through to resolution.
• Keep customers fully informed on the progress of their case.
• Identify opportunities to reduce repeat contact and improve customer experience.
• Build and maintain positive relationships with clients, experts, and customers.
• Navigate case management systems confidently to progress cases and update records accurately.
• Ensure complaints are resolved at the first point of contact where possible or escalated appropriately.
• Complete assigned tasks within agreed timescales and service standards.
• Participate in training and development activities as required.
• Support colleagues and contribute positively to a collaborative team environment.

Skills

Communication skills

Telephone etiquette

Customer service

Problem solving

Attention to detail

IT skills

Independence

Adaptability

Job description

Permanent Sep 18, 2026

Location: Bolton, Premex House.

Salary: £26,402.00

Job Type: Secondment for a minimum of 3 months.

About the Role

We are looking for a motivated and customer-focused Customer Service Advisor to join our growing team. This is an excellent opportunity for someone with strong communication skills and a passion for delivering outstanding customer service.

As the first point of contact for solicitors, insurers, medical suppliers, and claimants, you will play a vital role in ensuring every customer receives a professional, efficient, and empathetic experience. You will manage a variety of enquiries, provide case updates, and work towards resolving queries at the first point of contact wherever possible.

Key Responsibilities

• Handle inbound and outbound telephone calls professionally and efficiently.
• Provide exceptional customer service while dealing with a range of complex enquiries.
• Take ownership of customer queries and follow through to resolution.
• Keep customers fully informed on the progress of their case.
• Identify opportunities to reduce repeat contact and improve customer experience.
• Build and maintain positive relationships with clients, experts, and customers.
• Navigate case management systems confidently to progress cases and update records accurately.
• Ensure complaints are resolved at the first point of contact where possible or escalated appropriately.
• Complete assigned tasks within agreed timescales and service standards.
• Participate in training and development activities as required.
• Support colleagues and contribute positively to a collaborative team environment.

What We're Looking For

Essential Skills

• Excellent verbal and written communication skills.
• Outstanding telephone manner.
• Strong customer service focus.
• Effective problem-solving abilities.
• High level of accuracy and attention to detail.
• Good IT skills and confidence using multiple systems.
• Ability to work independently and manage workload effectively.
• Comfortable working in a fast-paced environment.

Desirable Experience

• Previous experience in a customer service or contact centre environment.
• Telephony experience.
• Knowledge of the medico-legal or claims sector, including 3dR services, would be advantageous.

Personal Qualities

• Friendly, approachable, and professional.
• Reliable and punctual.
• Positive and resilient under pressure.
• A supportive team player.
• Committed to delivering outstanding customer experiences.
• Eager to learn and develop new skills.

What We Offer

• Full training and ongoing support.
• A friendly and collaborative working environment.
• Career development opportunities.
• The chance to make a real difference to customers throughout their journey.

If you're passionate about customer service and thrive in a busy, people-focused environment, we'd love to hear from you. Apply today!

This is an internal only role and the deadline for the role is Wednesday 23rd September

BH1355