Resolution Case Handler

CCMA - Call Centre Management Association; North East, Lancashire; On-site; GBP 23,882 - 29,189; Full time

Benefits offered by this job

25 days annual leave

Health cash plan

Paid volunteering days

Carers leave

Death in service life assurance

Pension

Job summary

Sopra Steria is seeking Resolution Case Handler to manage and resolve customer complaints within a regulated setting. You will conduct investigations, assess outcomes, and communicate clearly with customers while maintaining thorough records.

The role offers a clear development path, a training programme, and a hybrid work pattern with 1–2 days in the office per week and the rest from home.

Qualifications

• Strong written and verbal communication skills.
• Excellent investigative and evidence-based decision-making abilities.
• Ability to interpret policies, regulations and guidance.
• Understanding of customer vulnerability and fairness.
• Integrity, objectivity and attention to detail.

Responsibilities

• Manage cases from receipt to resolution within a regulated environment.
• Conduct thorough investigations and gather relevant evidence.
• Assess complaints against regulations, policies and commitments.
• Communicate clearly and empathetically with customers and provide updates.
• Maintain accurate case records and auditable trail.
• Collaborate with operations, legal, risk and experts to support investigations.
• Ensure responses are delivered within regulatory and business timescales.
• Support root cause analysis and continuous improvement initiatives.
• Share knowledge to promote consistent complaint handling.

Skills

Written communication

Verbal communication

Investigative thinking

Analytical skills

Regulatory awareness

Attention to detail

Job description

Are you passionate about people and delivering exceptional customer experiences? Are you looking to build your career within a company recognised for its inclusivity, sustainability, and strong values?

At Sopra Steria, we’re looking for Resolution Case Handlers to join a successful team responsible for delivering a first-class customer experience to help make NS&I the UK’s most trusted savings provider. If you enjoy helping people, solving problems, and working in a fast-paced environment, this role could be the ideal next step in your career.

As a Resolution Case Handler in this permanent role, you will be joining a team where wellbeing, respect, and personal growth are genuinely valued. Career development is encouraged, with a clear pathway to grow within Sopra Steria. Taking ownership of a daily caseload and delivering timely and compliant outcomes in a regulated environment.

What you need to know:

• This is a permanent role, based at our Durham or Blackpool hubs.
• The service operates Monday to Friday, from 8am to 6pm - No weekend working! - Flexible rotating shift pattern.
• You need to be available for an initial 6-week training programme (Monday to Friday, 9:00am-5:00pm), which will blend classroom learning with job shadowing, so you feel fully supported.
• Following training, you will flip to a hybrid working pattern. We recognise that work life balance is important so you will be required to work 1-2 days in the office each week and the rest from home.

What you’ll be doing:

• With ongoing training and support, you will quickly find yourself managing cases from receipt through to resolution. You will make a meaningful difference by helping to resolve issues that can significantly affect customers, ensuring they are treated fairly and their concerns are heard.
• Conduct thorough and impartial investigations, reviewing all relevant evidence to establish facts and determine fair customer outcomes.
• Assess complaints against applicable regulations, policies, procedures, and customer commitments to ensure decisions are accurate and justified.
• Communicate clearly, professionally, and empathetically with customers, providing timely updates and explaining outcomes in a transparent manner.
• Maintain comprehensive and accurate case records, ensuring all actions, decisions, and rationale are fully documented and auditable.
• Identify potential risks, breaches, vulnerabilities, or recurring issues and elevate these appropriately in line with governance requirements.
• Work collaboratively with operational, legal, compliance, risk, and subject matter experts to gather information and support complaint investigations.
• Ensure complaint responses are delivered within regulatory and business timescales.
• Support root cause analysis activities and contribute to continuous improvement initiatives aimed at reducing complaints and enhancing customer outcomes.
• Contribute to quality assurance activities, sharing knowledge and best practice to promote consistent complaint handling across the team.

What you’ll bring:

• Previous resolution case handling experience within a regulated industry (e.g. financial services, insurance, utilities, telecommunications, healthcare, or public sector).
• Strong written and verbal communication skills, with the ability to explain complex decisions clearly and professionally.
• Excellent investigative, analytical, and evidence-based decision-making skills.
• Strong understanding of customer vulnerability, treating customers fairly, and delivering appropriate outcomes.
• Ability to interpret and apply policies, procedures, regulatory requirements, and guidance.
• High levels of integrity, objectivity, and attention to detail.
• Ability to handle sensitive, complex, and escalated complaints with confidence and professionalism.
• A keenness to develop, motivated to learn, grow, and continually improve your skills.

If this sounds like you, we’d love to hear from you — even if you’re not sure you meet every requirement.

Location: Durham or Blackpool

Security Clearance: BPSS

Salary: £26,536

Benefits: Benefits: 25 days annual leave with the choice to buy additional days, health cash plan, paid volunteering days and carers leave, 4 x death in service life assurance and pension.

Internal Recruiter: Rachel

We believe that flexibility at work can promote work/life balance, increase your motivation, reduce stress and improves performance and productivity. We support different ways of working and can offer a range of flexible working arrangements. So, if you’re interested and need to work flexibly, we encourage you to apply and talk to us about what might be possible.

Loved reading about this job and want to know more about us?

Our business is, first and foremost, about people. And it always has been. The solutions we develop are driven by the connections they make and the problems they solve. Our services only matter if they work for people and if they serve a greater purpose. Known for our collaborative approach, we provide consulting and digital services, creating innovative solutions, at scale, to deliver sustainable growth and services that make life better.

Our work touches many lives in the UK. From helping the Government provide essential public and health services that offer more convenience and choice, to improving financial services to deliver fairer, customer-centred solutions.

We embrace difference as a source of creativity, innovation and competitive advantage and are striving to become a more diverse organisation. We welcome applications from people with a diverse variety of backgrounds and identities. We are committed to equality of opportunity for all and do not discriminate on the basis of race, religion, colour, gender, age, disability, sexual orientation or marital status. We have partnered with Vercida, the UK’s largest diversity and inclusion focused careers site, where all our vacancies are available in an accessible format.
If you require any adjustments to the recruitment process, to enable you to perform to the best of your ability, please let us know when completing your application. We participate in the Disability Confident scheme and are committed to offering an interview to any candidate with a disability, who meets the minimum criteria for the role. If you believe this could apply to you, please let us know when completing your application.