Job Description

About the Role

We are seeking a proactive and detail-oriented

Case Handler

to join our growing team, focusing on managing

incoming enquiries

relating to medico-legal reporting services. This role is pivotal in ensuring the seamless onboarding of new enquiries from law firms, solicitors, and medico-legal agencies, ensuring high responsiveness, clarity, and professionalism in all client interactions.

You will serve as the first point of contact for incoming instructions, requests, and general enquiries--assessing needs, assigning cases appropriately, and maintaining smooth communication throughout the enquiry lifecycle.

Key Responsibilities1. Enquiry Management

Monitor and manage all incoming enquiry channels (email, web forms, CRM systems). Triage and prioritise enquiries based on urgency, specialty, and internal criteria. Respond promptly and professionally to all client queries regarding expert availability, timelines, and report scope.

2. Client Liaison

Provide clear guidance to solicitors or clients regarding required documentation, next steps, and service terms. Ensure accurate and timely follow-up with clients regarding outstanding information or clarification.

3. Coordination and Case Assignment

Match enquiries with suitable medical experts based on case type, specialty, location, and availability. Maintain accurate and up-to-date records of case progression in internal systems.

4. Quality Control and Documentation

Ensure all enquiry data is correctly logged, tracked, and categorised within the CRM. Identify incomplete or unclear enquiry submissions and follow up for corrections. Maintain internal process checklists and documentation standards.

5. Reporting and Continuous Improvement

Contribute to weekly team reports on enquiry volume, turnaround time, and conversion metrics. Escalate patterns or process bottlenecks to the Operations Manager for review. Support implementation of process improvements to increase efficiency and service quality.

Key Skills & Experience

Minimum 1 year of administrative or case handling experience, preferably in a legal, medical, or customer service setting. Excellent written and verbal communication skills. Strong attention to detail and time management. Proficient in using cloud-based tools (e.g., Google Workspace, CRM platforms). Ability to multi-task, prioritise effectively, and work independently in a remote environment. Empathy and professionalism in client-facing communications.

Desirable Qualifications

Experience working within the medico-legal sector. Knowledge of medical specialties or report types (e.g. GP, orthopaedic, psychiatric). Familiarity with Legal Aid cases and/or expert instruction processes.

What We Offer

Competitive salary with regular performance reviews. Remote working flexibility with a supportive international team. Ongoing training and development opportunities. Meaningful work contributing to access to justice and high-quality medical reporting.

How to Apply

Please complete the following form - https://forms.gle/Qp9srH4GHGPXtPWu8
Job Types: Full-time, Permanent

Pay: 24,000.00-28,000.00 per year

Additional pay:

Bonus scheme Loyalty bonus Performance bonus Yearly bonus
Benefits:

Work from home
Schedule:

8 hour shift Monday to Friday
Work Location: Remote

Application deadline: 04/07/2025