Case Officer

Maximus is a global organisation that specialises in providing health and employment services to millions of people every year. Here in the UK we employ around 5,000 people across the country to deliver services that have a profound impact on people's lives. From assessments and health services to employability programmes and specialist support, we do work that matters with people who care. The Case Officer is a customer-focused senior administrative role within Maximus, responsible for managing assigned complaints from start to finish through the three-stage complaints process. Working closely within the designated team and collaboratively with associated teams, the Case Officer ensures thorough complaint handling, upholds high service standards, and supports the delivery of excellent customer outcomes in line with Maximus values and expectations.

This is a hybrid role, with the successful applicant required to work two days on site at Quarry House in Leeds and three days from home.

Duties and Responsibilities

• Manage enquiries and complaints from the general public, providing clear advice and appropriate resolutions.
• Analyse and accurately record all enquiries and complaints within the designated complaint management systems.
• Assess cases and determine appropriate investigation actions, liaising with healthcare professionals, clinical teams, and administrative managers as required.
• Maintain accurate and up-to-date records of all activity related to complaints and enquiries.
• Draft clear, professional responses to complaints, including complex and multi-issue cases, in line with quality standards.
• Gather relevant information and prepare responses for Freedom of Information and Right of Access requests.
• Liaise with DWP managers, providing clear explanations and outcomes of investigations where required.
• Ensure all investigations are concluded effectively, with outcomes recorded and communicated to relevant stakeholders.
• Identify and implement appropriate actions to prevent/resolve customer dissatisfaction and improve overall service delivery.
• Manage individual caseloads effectively, ensuring all deadlines, targets, and service standards are consistently met.
• Other ad hoc tasks as assigned by management including but not limited to managing team email inbox and alternative format requests.

Skills and Qualifications

• Good organisational and time management skills needed to prioritise urgent cases, achieve targets, and strike the correct balance between duties.
• Excellent drafting skills.
• Excellent oral and interpersonal skills needed to deal effectively with sometimes complex issues that require patience, understanding, tact and sensitivity.
• Computer literate with good typing skills.
• Ability to work under own initiative to meet deadlines and specified standards.
• Good team player; as well as able to work on own initiatives.
• Ability to cope with vulnerable and distressed claimants.

This job description is not intended to be exhaustive and may be revised from time to time to reflect the changing needs of Maximus.

EEO Statement

MAXIMUS is committed to developing, maintaining and supporting a culture of diversity, equity and inclusion throughout the recruitment process. We know that feeling included has a dramatic impact on personal wellbeing and are working to ensure that no job applicant receives less favourable treatment due to any personal characteristic.

We are a Disability Confident Leader, thanks to our commitment to the recruitment, retention and career development of people with disabilities and long-term conditions. The Disability Confident scheme includes a guaranteed interview for any applicant with a disability who meets the minimum requirements for a job. When you complete your job application you will find a question asking you if you would like to apply under the Disability Confident Guaranteed Interview Scheme. If you feel that you have a disability and apply under this scheme, providing that you meet the essential criteria for the job, you will then be invited for interview. Your Guaranteed Interview application will only be shared with the hiring manager and the local resourcing team.

Where reasonable, MAXIMUS will review and consider adjustments for those applicants who express a requirement for them during the recruitment process.