Skip to main content

This job has expired

Case Management Coordinator

Employer
Undisclosed Company
Location
West Midlands, Solihull
Salary
Negotiable
Closing date
30 Mar 2018

View more

Sector
HR
Job Type
Temporary
Hours
Full-time

The Customer Relations Case Manager will work in a vibrant and established office on behalf of our well known prestigious client Jaguar Land Rover.

Working in a dynamic department, the Customer Relations Case Manager will provide the highest quality customer service to Jaguar Land Rover customers.

Job Description:

  • To Manage the case cycle - from initial discussions on the issues with the complainant; seeking informal resolutions wherever possible
  • Carry out investigations, to defined scope and in line with policies, collecting and testing evidence where necessary and completing within agreed timescales.
  • Carry out and support consultants were necessary with disciplinary hearings
  • Support consultants with inviting in associates for hearings
  • Write comprehensive investigation reports, ascertaining whether there is a case to answer (in Bullying and Harassment cases), presenting reports to the Contract Manager (and External Expert or HR Case Manager) so that they can make their decision on the outcome.
  • Coordinate the case management process ensuring that the relevant hearing manager is identified, relevant people are met, and briefing participant (s) on their roles
  • Record and monitor cases & trends and ensure appropriate proactive action
  • Escalate any concerns in relation to advice not being acted upon appropriately.
  • Attend update meetings, briefings and ad-hoc working groups as appropriate, to ensure knowledge is up to date
  • Organise shared learning events to ensure best practice.
  • Provide a range of solutions and accurate advice to resolve complex cases

Key Responsibilities:

  • To complete client and candidate satisfaction surveys and 360 degree feedback, monitoring to achieve continuous improvement.
  • Managing own time to ensure all work is completed by deadlines and ensuring accuracy at all times.
  • Manage client contact (telephone/e-mail/digital/letter) taking ownership through to final closure.
  • Be an expert case manager and offer robust solutions, whilst adopting a Customer First approach at all times which subsequently achieves fast case resolution
  • Where required, quickly implement the required escalation process and ensure they are adhered to on each occasion
  • Identify poor performance and ensure this is raised through the relevant reporting platform
  • Act as a role model for JLR Values, Customer First Behaviours and concern resolution
  • Coordinate all case management emails and action accordingly
  • Oversea hearings, investigations and outcome
  • Ensure all documentation is complete to a high standard and filled away once completed
  • Ensuring all D&G trackers are kept up to date
  • Weekly D&G statistics reported to Contract Manager
  • Weekly hand over with Contract Manager and your job share colleague

Skills Experience:

  • Good knowledge of employment legislation and recruitment best practice.
  • A highly motivated and inspirational team player
  • Ability to identify opportunities for improvements and implement change
  • Excellent working knowledge of the Bullying and Harassment, Grievance, Disciplinary and Appeals
  • policies and ability to interpret these policies 'in the moment'
  • Excellent interpersonal and customer care skills - able to build a rapport with people going through
  • difficult situations at work.
  • Excellent problem solving abilities
  • Can work to tight deadlines, juggling multiple priorities and managing time effectively
  • Present and communicate information in a succinct and engaging way across all levels of the
  • organisation
  • Ability to maintain neutrality and impartiality whilst immersing self in the detail
  • Ability to interpret information, assess fact and make findings based on different versions of events.
  • Ability to quickly make judgements on relevance of information gathered throughout course of investigation
  • Excellent practical knowledge and skills in using a range of packages, including Word, Excel and PowerPoint
  • Excellent report writing and interview skills.
  • Proactively shares learning and best practice from cases with relevant stakeholders.

Experience:

  • Significant experience of working in a generalist HR role or HR/ER Case Management with an excellent track record for building strong professional relationships and credibility across all levels of the organisation
  • Experience of advising, supporting and resolving a range of challenging and complex employee relations cases
  • Experience of working with trade unions
  • Experience of applying employment legislation and best practice to operational work.

Get job alerts

Create a job alert and receive personalised job recommendations straight to your inbox.

Create alert