Casework Administrator

Role Summary

This is a broad customer facing role, providing a highly professional and exceptional service to customers both internally and externally. The tasks associated with this role are wide ranging and therefore job holders will be required to be flexible and demonstrate effective teamwork in achieving the day-to-day work objectives of the department.

Duties & Responsibilities

• Emailing completed statements and delivery notes to forces daily by close of play – meeting turnaround times.
• Manage all Defence Requests, ensuring authorisations are in place before sending required material to defence team.
• Administration support to Biology Reporting Managers – provision of DNA results, profile releases, creating new jobs and other ad hoc tasks as required.
• Responding to biology, direct as appropriate and follow departmental procedures with a high level of accuracy in what is a strictly regulated environment.
• Identifying case completion trends through generated reports and monitoring target dates.
• Support Biology Team Leaders, Heads of Department and Account Managers with customer feedback relating to casework delivery.
• Managing conflicting deadlines and a very high workload.
• Internal customer liaison for case completion; supporting KFS Reporting Managers and the DNA unit.
• Support achievement of agreed internal and external customer service levels and standards.
• Understanding and liaising with Account Managers regarding Force Protocols and customer preferences.
• Work to specific Key Performance Indicators driven by customer services and case target dates.
• Engage in recommendations to strategic improvements within processes, procedures, policies and companywide streamlining.
• Preparing and completing actions plans and data analysis to monitor and improve work flows.
• Data entry into KFS bespoke Casework Management System.
• Updating internal systems with data required for reporting.
• File archiving/retrieval.
• Adhere to Health and Safety policies

Skills & Competencies

• Exceptional customer service skills
• Problem solving skills essential and ability to deal with complexity coupled with managing a high workload
• Decision making and organisational skills
• Exemplary verbal and written communication skills
• Ability to communicate across all levels; internally and externally
• Outstanding Time Management
• Developing & improving standards of excellence
• Management planning of resources against workload
• Able to work comfortably under pressure
• Strong IT capability to include Microsoft Office, excel, data base and SAGE
• Ability to analyse data and basic reporting skills

Personal Attributes

• Highly motivated individual who approaches work with a positive attitude
• Able to work on their own initiative and with exceptional attention to detail
• Ability to remain calm under pressure and take on high levels of responsibility and competing deadlines
• Team player and willingness to support others
• Dealing professionally with challenging communications and provide resolution
• Well-developed interpersonal skills essential
• High level of honesty and integrity
• Strong work ethic and commitment
• Professional business disposition and of smart appearance
• There may be occasional requirement to demonstrate flexibility in working hours

Qualifications

• GCSE Maths & English essential
• A levels or equivalent desirable
• Degree desirable

Experience

• A minimum of 3 years’ experience in a busy administration related environment is essential
• Experience working within the Criminal Justice System advantageous