Resolution Case Handler — Hybrid, Growth Path

CCMA - Call Centre Management Association; North East, Lancashire; Hybrid; 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

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.