Resolution Case Handler - Hybrid & Growth Opportunity

Sopra Steria; North East; Hybrid; GBP 23,000 - 31,000; Full time

Benefits offered by this job

25 days annual leave

Health cash plan

Volunteering days

Death in service life assurance

Job summary

Sopra Steria is seeking a Resolution Case Handler to join our Durham/Blackpool team, delivering fair outcomes for customers in a regulated environment. You will manage end-to-end cases with training, then operate in a hybrid pattern, balancing office and home working.

A strong emphasis on integrity, clear communication, and continual improvement drives this role. The position offers development opportunities within a supportive culture that values wellbeing, inclusion and professional growth,

Qualifications

• Experience delivering resolution on complaints in a regulated environment.
• Ability to explain complex decisions clearly and professionally.
• Strong investigative, analytical and evidence-based decision-making skills.
• Understanding of customer vulnerability and fair outcomes.
• Ability to interpret and apply policies and regulatory guidance.
• High integrity, objectivity and attention to detail.
• Capable of handling sensitive, escalated complaints with professionalism.
• Keen to learn, grow and improve skills continuously.

Responsibilities

• Manage cases from receipt to resolution in a timely manner.
• Conduct impartial investigations reviewing evidence to establish facts.
• Assess complaints against regulations, policies and commitments.
• Communicate clearly with customers, providing timely updates.
• Maintain thorough case records for auditability.
• Identify risks or recurrent issues and escalate as needed.
• Collaborate with legal, risk and compliance teams for information gathering.
• Ensure responses meet regulatory and business timescales.
• Support root cause analysis and continuous improvement efforts.
• Share knowledge to promote consistent complaint handling.

Skills

Case handling

Regulatory understanding

Written communication

Verbal communication

Investigative thinking

Analytical thinking

Attention to detail

Continuous learning

Job description

Sopra Steria is seeking a Resolution Case Handler to join our Durham/Blackpool team, delivering fair outcomes for customers in a regulated environment. You will manage end-to-end cases with training, then operate in a hybrid pattern, balancing office and home working.

A strong emphasis on integrity, clear communication, and continual improvement drives this role. The position offers development opportunities within a supportive culture that values wellbeing, inclusion and professional growth,