Customer Relations Case Officer

• 502732

• Stockton-on-Tees, County Durham, United Kingdom

• Health

• Customer Service

• Full Time / Permanent

• Opening on: Jun 3 2026
• Closing on: Jun 17 2026

Customer Relations Case Officer

Salary: £28,850 per annum + Package

Location: Remote Home Worker ( applications only from the Stockton on Tees Area as you may be required to attend the office on occasion)

Working Pattern: 37.5 hours shift between Monday - Friday 08.00am - 18.00pm ( This will be discussed further if successful for interview)

Contract: Permanent

What you will be doing

• Act as the single point of contact for claimants and other third parties providing feedback on or making a complaint about the service

• Case manage allocated claimant complaints / feedback and ensure that they are responded to in line with the business process and within the specified timescales

• Liaise with the relevant team / colleague to ensure their input into any investigation / fact finding and subsequent response

• Where appropriate, act to prevent a complaint through early intervention and resolution

• Ensure that the relevant activities are undertaken within the Complaints Management System to log any complaint received and to record action taken and updates

• Provide feedback and insight on any trends identified through your work

• Provide coordination and administration support for serious complaints

• Provide a high level of customer service, ensuring that all calls and enquiries are dealt with in a professional, polite and caring manner, and demonstrating customer service excellence at all times

• Provide advice and guidance to claimants where appropriate and / or directing them to relevant advice and guidance

• Escalate any enquiry or issue that you cannot resolve directly and ensuring full follow up to resolution

• Support the Customer Relations Team and other support functions with any associated administration tasks as required

• Commitment to personal and professional development, ensuring all necessary learning is completed

What we are looking for

Essential Criteria

• Previous experience in a customer relations role

• Previous experience of processing complaints

• Strong customer service skills

• Excellent written and verbal communication skills

• Good interpersonal skills

• Analytical and problem-solving skills

• IT literacy including the ability to type/ data input accurately, and at speed

• Previous experience using CRM databases

• Organised and able to manage time productively

• Flexible and able to adapt and respond well to change

Desirable Criteria

• Previous experience of using contact centre technologies

• Customer Service Qualification

At Ingeus, we’ve spent time listening to our employees to build our benefits package:

• 25 days annual leave plus bank holidays with the opportunity to salary trade extra
• EAP Support programme available 24/7 with access to 6 x counselling sessions
• Private Medical Insurance
• Eyecare vouchers with help to purchase new glasses
• Life assurance
• Online discount shopping
• Cycle to Work scheme
• Season ticket loan
• Up to two days each year dedicated to Community Giving (Volunteering)
• Access to Salary Finance; financial education and advice
• The opportunity to buy extra perks such as, critical Illness Cover, dental insurance
• Long Service Awards

At Ingeus, our culture is built on the principle of treating everyone with dignity, ensuring that every individual is comfortable, confident and recognised for the value of their contributions

We understand that everyone’s journey is different, and we’re committed to making our recruitment process as inclusive and accessible as possible. If you require any support or adjustments—whether that’s help with the application, interview format, or anything else—we’re here to listen and work with you to find the best approach.

Our goal is to ensure you can showcase your skills and potential in a way that works for you. Please don’t hesitate to contact us at ***email_hidden*** to discuss how we can support you