Resolution Case Handler

About the role

Join Sopra Steria as a Resolution Case Handler and help deliver a first‑class customer experience for NS&I, the UK’s leading savings provider. You will work in a supportive, inclusive environment where wellbeing and personal growth are valued, handling a daily caseload of customer issues from receipt to resolution.

Key responsibilities

• Manage cases from initial receipt through to final resolution, ensuring timely and compliant outcomes.
• Conduct thorough, impartial investigations, reviewing evidence to establish facts and determine fair outcomes.
• Assess complaints against relevant regulations, policies, procedures and customer commitments.
• Communicate clearly, professionally and empathetically with customers, providing updates and transparent explanations.
• Maintain accurate, auditable case records documenting actions, decisions and rationale.
• Identify and escalate potential risks, breaches or recurring issues in line with governance requirements.
• Collaborate with operational, legal, compliance, risk and subject‑matter experts as needed.

Required profile

• Strong communication and interpersonal skills with a customer‑focused mindset.
• Attention to detail and ability to work within a regulated environment.
• Willingness to complete a 6‑week initial training programme and adopt a flexible rotating shift pattern.
• Commitment to hybrid working – 1‑2 days onsite and the remainder remote.

Required skills

What we offer

• Permanent contract with clear career development pathways.
• Hybrid working model supporting work‑life balance.
• Comprehensive training and ongoing support.
• Inclusive, sustainable workplace recognised for strong values.