Customer Case Handler – Hybrid Office Role

About the role

We are seeking a motivated Customer Case Handler to join our client’s growing team in Durham. You will manage cases from start to finish, providing exceptional support to customers throughout their treatment journey in a professional office environment.

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

Required profile

• 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

Required skills

• Microsoft Office

What we offer

• Monthly bonus opportunity following probation
• Hybrid working pattern after training (2 weeks office / 1 week home) with option to remain fully office‑based
• Life Assurance (4× 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