Case Management Advisor (Shared Services)

Our OEM Client based in Solihull, is searching for a Case Management Advisor (Shared Services) to join their team, Inside IR35. This is a contract position with a proposed end date of 12th January 2027.

Umbrella Pay Rate: £23.60 per hour.

Role Purpose:

The Case Management Advisor is responsible for managing employee and manager queries through to resolution, ensuring a high-quality customer experience, compliance with company policies, and adherence to service level agreements. The role acts as a key point of contact for People Chapter, Payroll, Workforce Operations, and employee relations enquires, providing advice, guidance, and case coordination while maintaining accurate records within the case management system.

Responsibilities:

Case Management:

• Manage a portfolio of employee and manager cases from receipt through to resolution.
• Ensure all cases are accurately logged, categorised, prioritised, and updates within the case management system.
• Investigate and resolve enquiries in accordance with agreed procedures and service levels.
• Escalate complex cases and proactively follow up to ensure timely closure.

Customer Service:

• Deliver a professional, responsive, and customer-focused service.
• Provide clear guidance and advice on policies, processes, and system-related queries.
• Communicate effectively with employees, managers, and stakeholders at all levels.
• Manage customer expectations and provide regular update on case progress.

Quality and Compliance:

• Ensure all case handling activities comply with company policies, GDPR, and relevant legislation.
• Maintain accurate and auditable case records.
• Identify potential risks and escalate where appropriate.
• Support compliance and governance requirements through accurate documentation.

Essential Skills, Experience and Knowledge Required:

• Experience working within a case management, customer service, HR, Payroll, or shared service environment.
• Strong problem-solving and investigation skills.
• Excellent written and verbal communication skills.
• Ability to manage multiple priorities and work to deadlines.
• Experience using case management or ticketing systems.
• Strong attention to detail and accuracy.
• Working knowledge of data protection and confidentiality requirements.

Desirable Skills, Experience and Knowledge Requested:

• Experience of HR, Payroll, Time & Attendance, or Employee Relations processes.
• Knowledge of SAP, SuccessFactors, ServiceNow, C4S, or equivalent case management systems.
• Experience of working within a shared service or contact centre environment.
• Understanding of continuous improvement methodologies.

Key Interactions:

• IDT.
• Manufacturing.
• Finance.
• People Chapter.
• Pensions and Reward.

Additional Information:

• 2 days in the office Tuesday and Wednesday and then 3 days working from home.