Welfare Administrator
Location: Hybrid (Office based in Stone & Home Working)
Salary: £26,230 per annum
Contract: Full-time, Permanent
Make a real difference in people's lives.
Our client believes in doing things the right way - with compassion, fairness, and respect. As a certified Great Place to Work®, they are proud of the supportive culture they have built and the positive impact they make every day.
We're now looking for two Welfare Administrators to join their team. This is a vital role supporting vulnerable customers, ensuring they receive the understanding, care, and tailored support they need throughout their journey.
If you're empathetic, organised, and passionate about helping people, this is a role where you can truly make a difference.
What you'll be doing
- Identifying and assessing vulnerable customers in line with policy, regulatory guidance, and industry best practice.
- Acting as the primary point of contact for welfare-related cases, providing sensitive, professional communication across phone and written channels.
- Managing vulnerable case arrangements from referral through to resolution, ensuring accurate, audit-ready records.
- Applying appropriate support measures, including Breathing Space and safeguarding provisions.
- Overseeing the Welfare Team inbox, triaging and responding to enquiries within agreed service levels.
- Handling inbound calls from customers and internal colleagues, offering clear, supportive guidance.
- Producing regular and ad-hoc reports on Welfare Team activity and performance.
- Monitoring updates to external support services and ensuring internal signposting remains accurate.
- Communicating welfare-related updates across the organisation, including updates to internal documentation and customer communications.
- Maintaining and updating communication templates (e.g., via Canva) to ensure clarity and consistency.
- Acting as an advocate for vulnerability and welfare, identifying opportunities to improve processes and customer outcomes.
- Conducting quarterly bench marking of industry practices to support continuous improvement.
- Providing flexible administrative support to the wider administration team.
What we're looking for
Experience
- Previous administrative experience with confidence using Microsoft Office and case management systems.
- Experience in a customer-facing role, handling both written and telephone enquiries.
- At least 2 years' experience supporting vulnerable customers, with the ability to communicate sensitively and appropriately.
- Experience in a regulated or compliance-driven environment (desirable).
Skills & Attributes
- Empathetic communicator - able to handle challenging or emotional situations with professionalism and care.
- Highly organised - able to manage a varied workload and maintain accurate records.
- Strong attention to detail - ensuring compliance and accuracy in all case management and reporting.
- Resilient and confident decision-maker - able to assess situations and apply appropriate support measures.
- Collaborative - comfortable working with colleagues across the organisation to achieve positive outcomes.
What they offer
- Real Living Wage salary: £26,230 per annum
- 25 days annual leave + bank holidays
- Office shutdown between Christmas and New Year
- Flexible hybrid working model
- Company pension scheme
- Eye care vouchers
- Employee benefits platform with retail discounts
- Employee Assistance Programme
- Dedicated training and development programme
- Company Sick Pay Scheme
- Workplace Mental Health initiative
- Free secure on-site parking
- Dress-down Fridays
Ready to join a team that puts people first?
If you're passionate about supporting vulnerable individuals and want to be part of a company that values compassion, integrity, and excellence, we'd love to hear from you.
Apply today and help them make a positive difference.
Blue Arrow is proud to be a Disability Confident Employer and is committed to helping find great work opportunities for great people.
