Administrator

Welfare AdministratorLocation: Staffordshire (Hybrid)Salary: £26,230Hours: Monday - Friday between 9am-5pm We are seeking a compassionate, highly organised and proactive Welfare Administrator to join an established organisation operating within the financial services sector. This role offers the opportunity to work within a fast-paced and rewarding environment, providing vital support to vulnerable customers and ensuring cases are managed with empathy, fairness, and in line with regulatory requirements. The successful candidate will play a key role in identifying vulnerability, coordinating support measures, maintaining accurate records, and acting as a central point of contact for welfare-related matters. Our client provides services to public sector organisations across the UK and is committed to maintaining high standards of compliance, professionalism, and customer care. They offer a supportive and structured working environment with clear expectations and opportunities for development.Benefits as a Welfare Administrator:

• £26,230 annual salary
• 25 days annual leave plus bank holidays
• Mandatory office shutdown between Christmas and New Year
• Flexible hybrid working model
• Company pension scheme
• Company sick pay scheme
• Eye care vouchers
• Employee benefits platform with discounts and Employee Assistance Programme
• Dedicated training and development programme
• Workplace mental health initiatives
• Free secure onsite parking

Key responsibilities as a Welfare Administrator:

• Identifying and assessing vulnerable customers in line with company policy and regulatory guidance
• Acting as the main point of contact for welfare-related cases, providing professional and empathetic support
• Managing vulnerable customer cases from referral through to resolution
• Managing the Welfare Team inbox, triaging and responding to enquiries within service levels
• Handling inbound telephone enquiries from customers, clients, and Enforcement Agents
• Maintaining accurate, up-to-date and audit-ready case records
• Producing regular and ad hoc reports on Welfare Team activity and performance
• Monitoring updates to external support services and ensuring internal resources remain accurate
• Communicating welfare-related updates across the business
• Supporting continuous improvement by identifying opportunities to enhance customer outcomes
• Providing flexible administrative support to the wider administration team

Requirements as a Welfare Administrator:

• Previous administrative experience, with confidence using Microsoft Office and case management systems
• Minimum of 2 years' experience working with or supporting vulnerable customers
• Experience in a customer-facing role, including handling telephone and written enquiries
• Experience within a regulated or compliance-driven environment is desirable
• Strong organisational skills with the ability to manage multiple priorities effectively
• Excellent attention to detail and accuracy in record keeping and reporting
• Empathetic communication skills with the ability to manage sensitive situations professionally
• Resilient, adaptable, and able to exercise sound judgement in a fast-paced environment
• Ability to work independently as well as collaboratively within a team

Successful candidates will be required to complete relevant background checks prior to employment. Apply today to discuss the role in more detail!