Welfare Administrator
Location: Staffordshire (Hybrid)
Salary: £26,230
Hours: 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 teamRequirements 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 teamSuccessful candidates will be required to complete relevant background checks prior to employment.
Apply today to discuss the role in more detail
