Corporate Pro-active Case Manager

Job Purpose

To provide proactive case management support to Corporate clients and to support and enable the Corporate & Education Employment Law Business Partners to achieve timely resolution of employment law and HR cases.

 

Job Overview

As a Corporate Proactive Case Manager, you will proactively contact Corporate clients to assess the status of ongoing cases and identify opportunities to drive momentum on case up to resolution. Where appropriate you will mark cases and queries as resolved. You will identify when the case/ query should be redirected to an Employment Law Business Partner on the Corporate & Education team to provide more advice on the matter. You will also respond to queries from clients by telephone and email within timeframes as agreed by the client’s SLA and support the Corporate & Education team with task list management.

 

Day-to-Day Responsibilities

• Achieve a measured set of performance aims to support all clients with quality advice in a productive manner within set SLAs in order to provide an efficient resolution.
• To proactively contact Corporate clients to establish a status update on cases/ queries that have become dormant for a set period of time dependent upon the nature of the case.
• To accurately assess whether the cases should be marked as resolved or whether it is ongoing and further advice is required. Where further advice is required, to direct the query to an Employment Law Business Partner to own and lead the case to resolution.
• To log details of all interactions with clients accurately onto the bespoke internal systems such as HR Case Tracker and AV3, including accurate recording of the reasons for case resolution. 
• Where appropriate, to provide clients with bespoke supporting information/documentation to assist them to implement the solutions provided.
• To further develop knowledge of HR and Employment Law and to refer to Company internal training and legal updates to ensure that any advice provided is compliant.
• To follow internal and client protocols for managing and escalating cases where applicable.
• To be flexible and adaptable in order to ensure the client is supported.
• To produce monthly reports as required by clients.
• To carry out other tasks that are deemed necessary by the Management Team.
• To proactively build rapport and relationships with clients so Peninsula is considered an extension to the client’s business.
• To proactively consider the client experience for clients and make suggestions as to how we can enhance service position.
• To offer the clients options regarding utilisation of other products we provide and make such introductions where appropriate.
• To actively seek and encourage client feedback by various methods and to promote and improve Peninsula’s online reputation.

The above is not an exhaustive list of duties it is subject to change and you will be expected to perform different tasks as necessitated by your changing role within the organisation.

What you Bring to the Team

• A “can-do” attitude, a thirst for knowledge and the ability to communicate knowledge effectively within the team.

• Ability to work in a fast paced environment

• Strong time management skills

• A dynamic and flexible approach, as well as the ability to work under pressure.
• Pride in delivering a high quality service and genuine desire to own, lead and resolve issues for clients by providing efficient, pragmatic solutions. 

Why Join our Team?

This is a fantastic multi award winning place to work if you enjoy being exposed to a wide variety of employment relation issues across all different sectors. The office is fast-paced and busy so we look for colleagues who have a positive and results focused attitude. Through training and development we make sure that everyone who works here has the resources they need to build their careers. So, if you are ambitious, focused and have a passion for employment law you’ll soon discover that there are unlimited opportunities for you at Peninsula.