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 the service level agreements.

* The role acts as a key point of contact for People Chapter, Payroll, Workforce Operations, and employee relations enquiries, providing advice, guidance, and case coordination while maintaining accurate records within the case management system.

Key Responsibilities:

Case Management:

* Manage a portfolio of employee and manager cases from receipt through to resolution.

* Ensure all cases are accurately logged, categorised, and prioritised, and updated within the case management system.

* Investigate and resolve enquiries in accordance with agreed procedures and service levels.

* Escalate complex cases to specialist teams where required.

* Monitor open cases and pr...