Location
Stone
Industry sector
Admin, Secretarial, PA
Job type
Permanent | Full Time
Job start date
ASAP
Posted date
22/04/2026
Closing date
20/05/2026
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 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!