Case Administrator *Hybrid - Permanent - Durham*

Office Angels; North Carolina; Hybrid; USD 33,000 - 35,000; Full time

Benefits offered by this job

Monthly bonus

Hybrid working after training

23 days annual leave + 8 bank holidays

Life Assurance - 4x salary

Medical Cash Plan

5% matched pension

Cycle to Work Scheme

Structured training and progression

Job summary

Office Angels is recruiting a Case Administrator in Durham for a professional office environment. You will manage your own portfolio of cases, delivering excellent customer service and progressing cases from instruction to completion.

No prior case-handling experience required; full training and ongoing support provided. The role offers hybrid working after training (2 weeks in the office, 1 week from home) and a salary of £24,843 with a £26,000 OTE, plus benefits such as a monthly bonus and a

Qualifications

• Customer service or administration experience preferred.
• Strong communication and organisational skills required.
• Ability to manage multiple tasks and meet deadlines.

Responsibilities

• Completing client triage calls and gathering information to progress cases.
• Managing inbound and outbound communications with customers and providers.
• Liaising with medical professionals and internal teams.
• Maintaining accurate case records and updating internal systems.
• Preparing correspondence using company templates.
• Coordinating treatment progression and discharge.
• Supporting invoicing processes.
• Managing customer expectations and escalating complex cases.
• Owning cases through to completion.
• Working to service standards and deadlines.

Skills

Customer service

Administration

People-facing experience

Strong communication skills

Tools

Microsoft Office

Job description

Case Administrator | Hybrid | £24,843 + Bonus

Ready to move away from retail, hospitality or contact centre work and build a professional career?

We're recruiting for a Case Administrator to join a fantastic organisation based in Durham. This is an excellent opportunity for someone with customer service, administration or people-facing experience who is looking to take the next step into a professional office environment.

No previous case-handling experience is required - full training and ongoing support will be provided, giving you everything you need to build your knowledge and develop a long-term career.

Importantly, this is not a sales or cold-calling role.

You'll manage your own portfolio of cases, supporting customers throughout their journey and working with medical professionals, treatment providers and internal teams to ensure cases progress smoothly and customers receive an excellent level of service.

The Details

Location: Durham (DH1)
Salary: £24,843 basic
OTE: £26,000+ following successful probation, inclusive of bonus
Contract: Permanent
Hours: Monday to Friday, 9:00am-5:30pm (37.5 hours per week)
Hybrid Working: Following training, you'll work on a rota of 2 weeks office-based and 1 week working from home

Why Join?

This is a great opportunity to take your existing customer service or administration experience and develop it within a professional environment, with full training, ongoing support and genuine career progression.

You'll benefit from:

• Monthly bonus opportunity following probation
• Hybrid working following training
• Option to remain fully office-based if preferred
• Full structured training and ongoing development
• Support from an experienced buddy and wider team
• Genuine career progression opportunities
• Supportive and collaborative working environment
• 23 days annual leave + 8 days bank holidays, increasing with service
• Life Assurance - 4x salary
• Medical Cash Plan with Simplyhealth
• 5% matched pension contributions
• Cycle to Work Scheme

The Role

As a Case Administrator, you'll take ownership of your own portfolio of cases, supporting customers from instruction through to completion. You'll be responsible for keeping cases moving, maintaining accurate records and ensuring customers are kept informed throughout their journey.

Your responsibilities will include:

• Completing client triage calls and gathering the information required to progress cases
• Managing inbound and outbound communication with customers, treatment providers and stakeholders
• Liaising with medical professionals and internal teams
• Maintaining accurate case records and updating information on internal systems
• Preparing correspondence and documentation using company templates
• Coordinating treatment progression and discharge
• Supporting invoicing processes
• Managing customer expectations and escalating more complex cases when required
• Taking ownership of cases through to completion
• Working to agreed service standards and deadlines

You'll be dealing with a variety of situations, so no two days will be exactly the same.

What We’re Looking For

We're not necessarily looking for someone who has done this exact job before. We’re looking for someone with the right attitude, strong communication skills and a genuine customer-focused approach.

You'll ideally have:

• Previous customer-facing experience
• Excellent verbal and written communication skills
• Strong organisation and administration skills
• Good attention to detail
• Confidence using Microsoft Office and computer systems
• The ability to manage multiple priorities and deadlines
• A calm and professional approach when dealing with customers
• A genuine desire to build a long-term career

Most importantly, you'll be someone who takes ownership, cares about getting things right and enjoys helping people.

Training & Career Development

You'll receive a structured on-boarding programme when you join, supported by an experienced buddy and the wider team. You'll be given the training and support needed to become confident in the role, with genuine opportunities to develop and progress your career as you build your experience.

Successful applicants will be required to complete financial probity checks, including checks for CCJs and bankruptcy, as well as a basic DBS check.

By applying for this role your details will be submitted to Office Angels. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website.