Resolution Case Handler

Are you passionate about people and delivering exceptional customer experiences? Are you looking to build your career within a company recognised for its inclusivity, sustainability, and strong values?

At Sopra Steria, we’re looking for Resolution Case Handlers to join a successful team responsible for delivering a first-class customer experience to help make NS&I the UK’s most trusted savings provider. If you enjoy helping people, solving problems, and working in a fast-paced environment, this role could be the ideal next step in your career.

As a Resolution Case Handler in this permanent role, you will be joining a team where wellbeing, respect, and personal growth are genuinely valued. Career development is encouraged, with a clear pathway to grow within Sopra Steria. Taking ownership of a daily caseload and delivering timely and compliant outcomes in a regulated environment.

• This is a permanent role, based at our Durham or Blackpool hubs.
• The service operates Monday to Friday, from 8am to 6pm - No weekend working! - Flexible rotating shift pattern.
• You need to be available for an initial 6-week training programme (Monday to Friday, 9:00am-5:00pm), which will blend classroom learning with job shadowing, so you feel fully supported.
• Following training, you will flip to a hybrid working pattern. We recognise that work life balance is important so you will be required to work 1-2 days in the office each week and the rest from home.

• With ongoing training and support, you will quickly find yourself managing cases from receipt through to resolution. You will make a meaningful difference by helping to resolve issues that can significantly affect customers, ensuring they are treated fairly and their concerns are heard.
• Conduct thorough and impartial investigations, reviewing all relevant evidence to establish facts and determine fair customer outcomes.
• Assess complaints against applicable regulations, policies, procedures, and customer commitments to ensure decisions are accurate and justified.
• Communicate clearly, professionally, and empathetically with customers, providing timely updates and explaining outcomes in a transparent manner.
• Maintain comprehensive and accurate case records, ensuring all actions, decisions, and rationale are fully documented and auditable.
• Identify potential risks, breaches, vulnerabilities, or recurring issues and elevate these appropriately in line with governance requirements.
• Work collaboratively with operational, legal, compliance, risk, and subject matter experts to gather information and support complaint investigations.
• Ensure complaint responses are delivered within regulatory and business timescales.
• Support root cause analysis activities and contribute to continuous improvement initiatives aimed at reducing complaints and enhancing customer outcomes.
• Contribute to quality assurance activities, sharing knowledge and best practice to promote consistent complaint handling across the team.

• Previous resolution case handling experience within a regulated industry (e.g. financial services, insurance, utilities, telecommunications, healthcare, or public sector).
• Strong written and verbal communication skills, with the ability to explain complex decisions clearly and professionally.
• Excellent investigative, analytical, and evidence-based decision-making skills.
• Strong understanding of customer vulnerability, treating customers fairly, and delivering appropriate outcomes.
• Ability to interpret and apply policies, procedures, regulatory requirements, and guidance.
• High levels of integrity, objectivity, and attention to detail.
• Ability to handle sensitive, complex, and escalated complaints with confidence and professionalism.
• A keenness to develop, motivated to learn, grow, and continually improve your skills.

If this sounds like you, we’d love to hear from you — even if you’re not sure you meet every requirement.

Location:

Durham or Blackpool

Security Clearance: BPSS

Salary: £26,536

Benefits:
Benefits: 25 days annual leave with the choice to buy additional days, health cash plan, paid volunteering days and carers leave, 4 x death in…