Job Description

HR Case Management Advisor

Reference: (phone number removed)

Umbrella Rate: £23.69/hr (Inside IR35)

Location: Solihull

Are you experienced in using case management or ticketing systems within a HR, Payroll or shared services environment? Take your next step in your customer service and case management career with a standout opportunity. The HR Case Management Advisor role offers a supportive, process-driven environment where your communication skills and attention to detail genuinely make a difference. This Case Management Advisor position blends employee and manager enquiry handling with high-quality record keeping, clear service standards, and meaningful collaboration across People functions, Payroll and Workforce Operations. If you enjoy problem-solving, keeping things organised, and delivering reassurance through to resolution, the Case Management Advisor role is built for you.

What You Will Do:

● Manage a portfolio of employee and manager cases from receipt through to resolution.

● Log, categorise, prioritise, and update case details accurately within the case management system.

● Investigate enquiries thoroughly and resolve them in line with agreed procedures and service levels.

● Escalate complex matters to specialist teams when required, ensuring the right support at the right time.

● Proactively monitor open cases and follow up to drive timely closure.

● Maintain compliance, including GDPR-minded record keeping and auditable documentation throughout each case.

What You Will Bring:

● Experience working within case management, customer service, HR, Payroll, or shared services, handling enquiries end to end.

● Strong investigation and problem-solving skills, with the confidence to manage multiple priorities and deadlines.

● Excellent written and verbal communication skills, plus the ability to provide clear guidance and set expectations.

● Good working knowledge of data protection and confidentiality requirements.

● Experience using case management or ticketing systems, with a strong attention to detail and accuracy.

In this Case Management Advisor role, you contribute directly to a high-performing, people-focused service model by turning questions into clear answers and actionable outcomes. The work supports the organisation’s wider goals by strengthening customer experience, ensuring compliance, and keeping internal teams connected through reliable case coordination. Every time a case moves from 'received' to 'resolved', the Case Management Advisor role helps protect quality standards and drives continuous improvement in how enquiries are handled across the HR and payroll landscape. 

Interested?

If you’re excited by the Case Management Advisor role and want to apply your skills in a structured, supportive environment, don’t hesitate to apply today, and take the next confident step in your case management career.

Your CV will be forwarded to Jonathan Lee Recruitment, a leading engineering and manufacturing recruitment consultancy established in 1978. The services advertised by Jonathan Lee Recruitment are those of an Employment Agency.

In order for your CV to be processed effectively, please ensure your name, email address, phone number and location (post code OR town OR county, as a minimum) are included