Job Description

We are currently seeking a Case Management Officer to support and contribute to the smooth handling of complaints from initial submission through to closure. This is a key administrative and customer service role within our organisation, ideal for someone who is proactive, highly organised, and committed to delivering excellent service to both consumers and industry agents.

Case Management Officer

Salary: 23,000

Full time

Permanent

Location: Home based with occasional travel

About us

The Property Ombudsman provides a free, impartial and independent service, helping to resolve disputes between Consumers and Property Agents. We are the largest Ombudsman scheme in the sector and the only one to operate Codes of Practice to raise standards and share best practice in the industry. As a not-for-profit organisation we have been providing a free to use and impartial dispute resolution service since 1990.

Key Responsibilities

Act as a first point of contact for telephone and written enquiries from complainants and agents Provide timely and accurate administrative support to casework teams Maintain accurate and up-to-date records and correspondence in line with procedures Produce high-quality letters and documentation Support the team in meeting case progression and complaint resolution timescales Send out customer satisfaction surveys following case closure Liaise effectively with internal teams to ensure consistent and fair correspondence

About you

To be successful as a Case Management Officer you will have a passion for delivering great service. You'll have a natural ability to explain complex information clearly and simply using your excellent communication and listening skills. You will have strong administration and organisation skills with a positive can-do attitude.

Good computer skills and attention to detail are essential in our fast-paced environment. We are looking for a committed team player, who can work well under pressure, supported by a friendly team.

What we are looking for

GSCE level education or equivalent working experience

Experience of complaints handling

Administration experience

Data Entry experience

Empathy and emotional intelligence

Excellent communication skills

Customer focused approach

Ability to maintain rapport with challenging consumers and agents

Ability to consistently pay attention to detail and maintain consistency in quality of work

Ability to work under pressure and manage high workloads

Resilience

A proven ability to work collaboratively and achieve results whilst working remotely.

Property knowledge (desirable)

How to apply

Applications for this post will be accepted until 5pm Friday 11th July 2025, however we may close the vacancy before this date if we have received the right level of applicants. No candidate will meet every single desired requirement so if you feel you have the experience and skills for the Case Management Officer position, please apply now by email. All applicants must prove they live and have the right to work in the UK.

TPO Values Statement

TPO values the benefits of diversity and inclusion to society and our service. We are committed to the equal treatment of all current and prospective employees. As a result, we are keen to meet people with different and varied experiences and encourage all applicants who feel they have the knowledge and skills to meet our criteria to apply for this role.

These include people who are:

Asian, Black, Mixed Ethnicity or another ethnic background disabled LBGTQ+.

Benefits

26 days (rising to 31 days) annual leave plus UK bank holidays remote working - 100% home based flexible working access to a free, confidential Employee Assistance Programme offering 24/7 advice and support from professionals and counsellors online wellbeing support (nutrition, exercise and discounts) paid for professional memberships eye test reimbursement and 50 contribution towards eyewear to all flu jab Mental Health First Aiders company pension (4% or 5% matched) Death in Service (4x salary)

Inclusion & Wellbeing

Equality, diversity, inclusion, and wellbeing are vital to the way we work and our culture. We want our colleagues feel included, valued, and supported at work. It is essential that we are representative and accessible for the people who work here and those who use our service.

Actions we take to embed this include:

monitoring the demographic trends in our workforce and making measured, sustained efforts to improve our diversity at all levels providing wellbeing support and opportunities for personal and professional development for all colleagues creating spaces for connection and engagement through our employee network groups and social clubs
Job Types: Full-time, Permanent

Pay: 23,000.00 per year

Benefits:

Additional leave Bereavement leave Company events Company pension Discounted or free food Employee discount Free fitness classes Free flu jabs Health & wellbeing programme Life insurance Referral programme Sabbatical Sick pay Store discount Work from home
Schedule:

Monday to Friday
Work Location: Remote

Application deadline: 11/07/2025