• Reporting to the Support Manager, the Case Management Specialist will be responsible for ensuring that customer needs are met and issues addressed promptly through proactive and positive communication. 
• Doing so by delivering exceptional customer service by effectively managing and responding to customer enquiries and issues. By providing accurate information and timely resolutions, you will help build and maintain strong relationships with customers, fostering loyalty and trust in the Dye & Durham brand. 

Key Responsibilities

• Strong customer service background, preferably in a telephony and/or email based role.
• To provide support to users in resolving application-related incidents, service requests and problems in a timely and efficient manner in line with business requirements. 
• Assist clients with any queries and questions on the Quill system via the Zendesk ticketing system, telephone and live chat. 
• To provide timely communication to clients on the status of their service requests and incidents. 
• Report any incidents to our Incident Management team, providing as much information as possible and keeping clients updated. 
• Provide application support across all business functions. 
• Maintain application support technical documentation. 
• Setting up new client databases using Linux command line and creating users in both Active Directory and our internal web portal. 
• Query databases and write/adapt current stored procedures using Firebird SQL 
• Training new members to the team in Quill products and procedures. 

Skills, Knowledge & Expertise

• Previous case management workflow or time recording experience
• Previous client and/or case management experience
• Experience of using a CRM (such as Zendesk.Fresh Desk or similar) 
• Knowledge of Legal Aid would be beneficial 
• Comfortable working towards strict KPI’s and SLA’s 
• Excellent verbal and written communication
• Excellent problem investigation and problem solving skills 
• Comfortable working in a process driven environment