Case Handler

Case Handler at Carter Brown

Established in 2001 Carter Brown is the market leader in providing expert witness reports (Psychologists, Psychiatrists, Social Workers and Paediatricians) in Family Law, Criminal Law and to Local Authorities. We are a dynamic company who wishes to expand our market share and move into new areas of business.

As a Case Handler, you will be responsible for providing ongoing case management and administrative support to your designated bank of independent expert associates (Psychologists, Psychiatrists, Social Workers and Paediatricians), on each of the assessments they undertake for our Solicitor and Local Authority clients. These assessments and reports are prepared for Judges and Panels in family law proceedings, criminal law proceedings, and carer based assessments (fostering and adoption) on behalf of Local Authorities. You will act as a one point of contact to our clients and your associate base throughout the life of each ongoing assessment providing updates to both on the progress of the assessment. Your role will be important in ensuring that assessment deadlines are met and both our associates and clients receive the highest level of customer service throughout.

Successful applicants will receive a full training induction of 4 weeks with further support and guidance provided by the line manager thereafter.

What does 'a day in the life of a Case Handler' look like?

As a Case Handler, it is within your ordinary duties to;

• To ensure clients receive a high quality service by managing all communication between the Client and the Associate on each respective assessment. To be diplomatic and professional with clients to ensure their satisfaction with the service.
• To ensure that a good working relationship is maintained with associates through regular contact and support in order to assist them in managing their ongoing assessments for the service.
• Dealing with telephone and email enquiries from clients and associates on all respective ongoing cases.
• Contacting clients to request all relevant documentation is received within agreed timeframes for the assessment to progress. Once received logging and sending these onto associates.
• Provide effective administration on each assessment from confirmation to ensure that report deadlines are met.
• Keeping the Carter Brown database fully up to date, recording agreed actions for each ongoing assessment.
• Responsible for processing Letters of Instructions (legal questions) provided for our Experts, setting key dates on the database and costing the assessment in accordance with Carter Brown’s standard formulas, using excel, so clients and associates are aware of the fees being charged/paid for each case.
• To maintain and complete all relevant actions and reminders that have been assigned to the individual Case Handler to promote active case progression.
• Dealing with enquiries from Court regarding; availability, timetabling and attendence of our experts to give evidence on their case. Deferring back to associates with solicitors’ queries and booking into their diary.
• To provide Local Authorities with regular case updates for all ongoing assessments
• Attend Local Authority client meetings alongside a Manager to discuss ongoing assessments, the working relationship and processes to ensure that the contract specifications are being adhered to.
• To monitor associates’ conduct of cases; highlighting any issues/problems to relevant managers at the service.
• Ensure the smooth running of all cases by prioritising workload appropriately through active diary management via the Carter Brown database.
• To regularly liaise with the Referrals team regarding revised timescales for ongoing assessments/when cases are cancelled, making sure the database is always noted.
• To regularly liaise with the Quality Assurance team regarding changes to report dates, making sure the database is always noted.
• Deal with any associate/client invoice queries raised by the administrator or accounts team.
• Perform any other duties requested by the Management Team that are commensurate with the grade of this post.

Additional Duties

• The post holder will be expected to demonstrate that Carter Brown values are at the centre of all they do.
• The post holder will be expected to undertake training and development deemed necessary for the pursuance of the post
• The post holder will be expected to reach a minimum basic standard of I.T. competence to be able to use Company electronic systems effectively
• The post holder will be expected to ensure to comply with Equal Opportunities Policy and Procedure in all employment practices
• The post holder will be expected to comply with the no smoking policy in place and ensure that Health and Safety is observed in the course of employment
• Ensuring compliance with safeguarding procedures, throughout all work within the Company, keeping the Registered Manager/ Director/ equivalent informed of work in progress and inform the Registered Manager/ Director/ equivalent immediately of any child protection matter or serious complaint.

It is the nature of work of Carter Brown that tasks and responsibilities are, in many circumstances, unpredictable and varied. All staff are, therefore, expected to work in a flexible way when the occasion arises where tasks are not specifically covered in the Job Description and have to be undertaken.

Benefits of working with Carter Brown

• Staff wellbeing programme
• Hybrid working - only 2 days per week are required in the office
• 25 days annual leave raising to 28 after 1 full years service, raising again to 30 days after 3 years service.
• Working as part of a full team who support eachother
• Full training provided
• Interesting work that makes a different to children and families
• Company events

Job Type: Full-time

Pay: £21,000.00-£24,000.00 per year

Benefits:

• Company events
• Company pension
• Discounted or free food
• Employee discount
• Free parking
• Gym membership
• On-site parking
• Sick pay
• Work from home

Schedule:

• Flexitime
• Monday to Friday
• No weekends

Supplemental pay types:

• Bonus scheme

Application question(s):

• Are you happy to work in the office (Mansfield) 2 days per week?

Education:

• A-Level or equivalent (preferred)

Experience:

• Administrative: 2 years (required)
• Customer service: 2 years (required)

Work Location: Hybrid remote in Mansfield