Case Manager

Enaturchile; Preston; On-site; GBP 26,000; Full time

Job summary

A leading financial services provider in Preston is seeking an experienced Case Manager to join its specialist servicing team. The role involves managing high-risk loans, collaborating with legal teams, and providing support to vulnerable customers. Ideal candidates will have strong software skills, effective communication abilities, and experience in customer service. This position offers a competitive salary and a supportive work environment with employee benefits.

Benefits

23 days holiday + bank holidays

Ability to purchase additional holidays

1 charity day

1 well-being day

Enhanced pension – 5% employee / 8% employer

Life Assurance

Qualifications

• Experience within financial services or mortgage administration is helpful but not essential.
• Proactive case management of high-risk loans.
• Empathy when handling vulnerable customers.

Responsibilities

• Manage a portfolio of high-risk loans.
• Collaborate with internal legal teams on litigation cases.
• Process key legal documents like Grants of Probate.
• Build relationships with third-party partners.
• Support bereaved families with sensitivity.

Skills

Strong software skills – particularly Outlook and Word

Ability to prioritise, multi-task and manage own caseload

Background in telephone‑based customer service

Outstanding written and verbal communication skills

Professional approach to customer interaction

Job description

Case Manager – Specialist Servicing (Preston, Onsite)

Salary: £25,500

Hours: Monday-Friday

Key Group is one of the most exciting and forward‑thinking brands in financial services, helping people unlock a better retirement since 1998. More2Life, part of the Key Group of companies, has been a pioneering force in the equity release market since 2008. Operating from our Preston office we help over 1,000 people every month to confidently release cash from their homes, growing year on year to become one of the UK’s largest lifetime mortgage lenders.

We’re looking for an experienced Case Manager to join our specialist servicing team. This department plays a critical role in the business, working with vulnerable customers, internal legal colleagues and senior case managers to manage high‑risk loans.

What you’ll be doing:

• Managing a portfolio of high-risk loans through accurate and proactive case management
• Working closely with our internal legal teams and senior case managers on litigation cases
• Supporting bereaved families and Executors with sensitivity and professionalism
• Processing key legal documents including Grants of Probate, Powers of Attorney, Court Orders and more
• Building strong relationships with third‑party partners and stakeholders
• Handling vulnerable customers with empathy while building rapport and trust

Skills & Experience:

• Strong software skills – particularly Outlook and Word (Excel and Adobe desirable)
• Ability to prioritise, multi-task and manage your own caseload in a fast‑paced environment
• Background in a telephone‑based customer service environment (inbound & outbound)
• Experience within financial services or mortgage administration is helpful but not essential
• Outstanding written and verbal communication skills
• A professional, positive and prompt approach to every customer interaction

Our Values (and we truly live by them):

• Ambitious – breaking ground to help customers enjoy a better retirement
• Supportive – relationships sit at the heart of everything we do
• Personal – going above and beyond for every customer
• Integrity – open, honest and transparent in all we do
• Responsive – delivering the right outcome, whatever the challenge
• Expert – constantly learning and improving

What you’ll get in return:

• 23 days holiday + bank holidays (rising to 28 with service)
• Ability to purchase additional holidays
• 1 charity day
• 1 well‑being day
• Enhanced pension – 5% employee / 8% employer
• Simply Health
• Life Assurance
• Enhanced maternity & paternity pay