Case Worker

Case Worker

Location: Office-based - Kidderminster
Hours: Full Time 9-5
Salary: 19.85 an hour

Are you experienced in handling sensitive workplace issues and supporting people through challenging situations? Our client, a well-established membership organisation, is looking for a Case Worker to join their Member Services team.

This is a fantastic opportunity for someone with a background in HR, Employee Relations, Case Management, Customer Service or Advisory Services who enjoys helping people, resolving workplace issues and providing practical guidance.

The Role

As a Case Worker, you will be the first point of contact for members seeking advice and support regarding workplace matters. You'll manage a varied caseload, listen carefully to each situation, assess the issues, provide guidance in line with organisational policies and procedures, and signpost members to the appropriate services where required.

Working both independently and as part of a supportive team, you'll ensure every member receives a professional, empathetic and high-quality service.

Key Responsibilities

• Manage incoming enquiries via telephone, email and online channels.
• Provide practical advice and guidance on a wide range of workplace and employment-related issues.
• Assess each case objectively and identify the most appropriate course of action.
• Support members through workplace concerns, including disciplinary, grievance and other employment matters.
• Explain documentation and workplace processes in a clear and supportive manner.
• Maintain accurate and confidential case records in line with GDPR requirements.
• Carry out research where necessary to provide accurate information and guidance.
• Keep members updated throughout the progress of their enquiry.
• Signpost members to internal teams or external support services when appropriate.
• Build positive relationships with colleagues and provide support across the wider team.
• Identify opportunities to refer members to specialist services where required.

About You

We're looking for someone who has:

• Previous experience in HR, Employee Relations, Case Management, Customer Service, Recruitment or an advisory role.
• Excellent communication and interpersonal skills.
• Strong listening skills with the ability to remain calm and empathetic when dealing with sensitive situations.
• The ability to investigate issues, analyse information and reach balanced decisions.
• Excellent organisational skills with the ability to manage multiple cases and priorities.
• A high level of accuracy and attention to detail.
• Good IT skills, including Microsoft Office and experience using databases or case management systems.
• The ability to work both independently and collaboratively.

Desirable

• Experience supporting employees or customers through workplace issues.
• Understanding of employment practices or HR procedures.
• Experience managing confidential or sensitive information.
• Knowledge of GDPR and data handling best practice.

What's on Offer

• Competitive salary.
• Comprehensive training and ongoing development.
• Supportive and collaborative working environment.
• A varied role where you'll make a genuine difference by helping people resolve workplace issues.
• Excellent employee benefits package.

If you're an organised, people-focused professional with HR or employee relations experience and enjoy helping others navigate workplace challenges, we'd love to hear from you.

Apply today with your CV for immediate consideration.