Case Manager

  • Location
    Bolton, Greater Manchester
  • Salary
    £ 18000 - £ 21000 / Year
  • Category
    Sales & Retail - Customer Services
  • Job type
  • Industry
    Sales and Retail
  • External Reference

Main Purpose of the Role

To manage your own case load of new and progressing property claims efficiently and pro-actively in line with client specific requirements and service level agreements.

Main Duties and Responsibilities

  • Manage own case load ensuring service level agreements are met in respect of:

  1. Reports

  2. Records of Communication

  3. Questions from Insured/Insurer

  4. Incoming correspondence

  5. Incoming telephone calls & call-backs

  6. Complaints

  • Answer incoming telephone calls promptly and deal with all incoming electronic instructions within required service levels.

  • Process & interpret information relating to the incident and input accurately onto our bespoke IT system, Metrix.

  • Answer and resolve any insurance related technical questions from clients.

  • Monitor progress of new and existing claims and pro-actively manage the claim.

  • Expeditiously deal/save documentation and correspondence.

  • Record instructions, communication and documentation relating to the claim our bespoke IT system in order to retain a full audit trail.

  • Communicate with customers, clients, insurers over the telephone, via email and in writing.

  • Monitoring progress of claims to strict deadlines

  • Ensuring that the customer is treated fairly and receives excellent service in accordance with industry and company guidelines

  • Taking responsibility for your own productivity.

  • Adhering to legal requirements, industry regulations and customer quality standards set by the company

  • Assist other case management teams where necessary.

  • Assist our First Response team in adding new instructions and contacting customers to make appointments where necessary.

  • To assess claims against information received in order to ascertain liability and make decisions regarding accepting / declining claims within our delegated authority.

  • Deal with the appointment and management of third party suppliers, such as Building Networks, Drying/Restoration suppliers and flooring suppliers.

  • Work collaboratively with Team Leaders and Senior Case Managers to ensure and enhance service delivery

  • Adhering to customer quality standards and service level agreements

  • Auditing surveyor reports

  • Revenging building repair schedules.

  • Ensure that any action points arising from audits and reviews are completed promptly.

  • Ensure that you understand and agree to comply with company policies.

  • Demonstrate information security positive behaviour.


  • To identify ways of continued improvement.

  • Ensure effective communication including the dissemination of information accurately and timely to support effective team working.


  • Act at all times as an ambassador for the organisation and maintain positive and effective communication both internally and externally in representing the service offered by the organisation.

  • Produce clear, legible and consistent written documentation.


  • Ensure that personal actions and conduct comply with the organisations policies and procedures.

  • Take responsibility for identifying own personal development and education needs ensuring identified are for development are completed and kept up to date.

  • Adopt and present a proactive approach to personal and professional development, participating in personal development review meetings, learning opportunities and reflective practice.

  • To maintain confidentiality in all aspects of the role, as appropriate. Disclosure to any unauthorised person is considered a disciplinary offence.

  • The post holder must act at all times in a professional and responsible manner and to have due regard to confidentiality and health & safety legislation and comply with organisational policies

Health and Safety

  • To report and record all accidents and incidents in line with the organisation's procedure safeguarding the welfare and safety of all staff during working hours with regard to the Health and Safety at Work Act.

  • Take reasonable care to avoid injury to yourself or to others and to co-operate with the organisation in meeting its statutory requirements

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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Please apply with your CV to: Joshua Heal