Case Handler

Case Manager
Up to £25,000 plus incentive scheme up to £2,500 after probation, with excellent benefits including: 28 days holiday, up to 10% pension contribution & employee discounts (Work Level 6B)
Monday-Friday, 37.5 hours
Manchester City Centre
You’ll complete your training at one of our offices, then you’ll have the option to work in a hybrid way, dividing your time between working from home and the office. You can visit our Hybrid Working Policy for more information (https://colleagues.coop.co.uk/hybrid-working-policy)

We’re looking for case managers to join our Co-op Legal Services probate team. You don’t need legal experience for this role, as we’ll provide full training to get you up to speed.

In this role, you'll provide legal and administrative support to our customers following a bereavement. We’ll look to you to manage each case from beginning to end, discussing the estate of the deceased, and keeping in continuous contact with the customer. You’ll make a real difference to customers lives at a time when they need us most, and as a growing business we’re passionate about developing our colleagues. So, if you have the skills we need, we can offer you an exciting opportunity to build a rewarding career with us.

What you’ll do

• take ownership of your own caseload
• work closely with customers (via phone or in writing), taking an empathetic approach given their recent circumstances
• deliver on internal targets and service levels that drive the best possible outcomes for our customers
• use a case management system to help manage your work, making sure it’s always accurate and up to date
• work collaboratively with the team, sharing ideas and learning from colleagues to support your development
• engage with third parties, in particular financial institutions, and government bodies
• prepare the forms and documents required to keep cases moving forward and keep track of financial transactions

This role would suit people who have

• a solid background in non-retail customer service and/or experience with managing cases/claims end-to-end
• excellent customer service skills with the ability to put the customer’s interests at the heart of what you do
• great organisational skills; you’re able to manage your own workload and prioritise
• great communication skills, both verbal and written
• a keen eye for detail and accuracy
• emotional resilience and the ability to be professional even in difficult situations; you understand the difference between sympathy and empathy
• a willingness to learn with a passion for self-development

Why Co-op?

• a pension with up to 10% employer contributions
• incentive scheme up to 10% after probation
• 28 days holiday plus bank holidays (rising to 32 in line with service)
• wellbeing benefits to support your physical financial and mental health
• coaching, training and support such as study leave, to help you develop your skills and progress your career
• discounts on Co-op products and services
• Wagestream - a money management app that gives you access to a percentage of your pay as you earn it

Building an inclusive work environment

We’re actively building diverse teams and we welcome applications from everyone. We want to build inclusive work environments, where our colleagues have equal opportunities to reach their full potential. We celebrate our differences, and recognise the importance of our teams reflecting the communities they serve.

If you have a disability, we can make reasonable adjustments to our recruitment process according to your needs. We're also part of the Disability Confident scheme, meaning we'll always offer an interview to disabled candidates who apply through the scheme if they meet the minimum criteria for a job.

We'll ask whether you’d like to be considered under the Disability Confident scheme when you apply.

If we invite you to take part in the recruitment process for any of our jobs, we’ll ask you if you need any reasonable adjustments to enable you to participate.

You can find out more about our recruitment process at jobs.coop.co.uk/apply-process.

You can find out more about the Disability Confident scheme and all our commitments to diversity and inclusion at colleagues.coop.co.uk/diversity-inclusion-and-wellbeing.

Please be aware that Co-op does not offer visa sponsorship for this role.