Full job descriptionCustomer Case Handler | Hybrid Working | Career Progression
Looking for a customer-focused office role with genuine career progression, hybrid working, and the opportunity to make a real difference?
Our client is looking for motivated and organised individuals to join their growing team in Durham as a Customer Case Handler.
Whether you’ve worked in customer service, retail, hospitality, healthcare or administration, this could be the perfect opportunity to build a long-term professional career within a supportive and welcoming environment.
Having partnered closely with this business, we can genuinely say they are a fantastic company to work for. They invest heavily in their people, provide excellent training, and offer real opportunities for development and progression.
Please note: This is not a cold-calling, sales, or contact centre role. Instead, you’ll manage cases from start to finish, supporting customers throughout their journey while delivering exceptional service in a professional office environment.
The Details
Location: Durham (DH1)
Salary: £24,843 basic salary
OTE: £26,000+ following successful probation, inclusive of bonus
Contract Type: Permanent
Hours: Monday to Friday | 9:00am to 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 Company?
Benefits Include:
Monthly bonus opportunity following probation
Hybrid working pattern after training (2 weeks office / 1 week home)
Option to remain fully office-based if preferred
Life Assurance (4x salary)
Medical Cash Plan with Simplyhealth
Cycle to Work Scheme
23 days annual leave, increasing with service
5% matched pension contributions
Full training and ongoing development
Supportive and collaborative team culture
Genuine career progression opportunities


The Role
As a Customer Case Handler, you’ll proactively manage your own portfolio of cases from instruction through to completion, ensuring an exceptional level of customer service throughout the process.
You’ll work closely with customers, medical professionals, treatment providers, and internal teams to coordinate treatment journeys, maintain accurate records, and ensure cases progress efficiently within agreed service standards.
This is an ideal opportunity for candidates looking to move from retail, hospitality, healthcare, customer service or contact centre environments into a professional office-based career.
Full training will be provided through a structured onboarding programme, with ongoing support from an experienced buddy and the wider team, ensuring you feel confident and supported from day one.
Key Responsibilities
*Completing client triage calls and liaising with medical professionals
*Managing inbound and outbound communications with clients, treatment providers and stakeholders
*Maintaining accurate case records and updates using the case management system
*Preparing correspondence and documentation using company templates
*Coordinating treatment progression, discharge and invoicing processes
*Managing customer expectations and escalating complex cases when required
*Taking ownership of cases from start to finish to ensure excellent service delivery and timely progression


What We’re Looking For
Previous customer service experience, either telephone-based or face-to-face
Strong administration and organisational skills
Excellent verbal and written communication skills
Good Microsoft Office skills
High attention to detail
Ability to manage multiple priorities effectively
Positive attitude and willingness to learn
A genuine passion for delivering excellent customer service


Additional Information
Successful candidates will be required to complete financial probity checks, including no CCJs or bankruptcy, alongside a basic DBS check.
Ready to Apply?
If you’re looking for a stable and rewarding career where you can develop professionally, work within a supportive team, and genuinely help people, we’d love to hear from you.
Apply today and take the next step in your customer service and administration career.


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