FRU Case Initiator

DWF are looking for a Case Initiator to join our First Response Unit team, known as FRU.

As a Case Initiator in the First Response Unit team, you will be responsible for handling incoming and outgoing telephone enquiries, processing case information and ensuring records are accurate and up to date. You will support both live and closed cases, making sure documentation is captured correctly and queries are followed up appropriately.

You will also provide wider administrative support, including processing documentation, maintaining filing, preparing mail and creating new case records. This role would suit someone who is organised, confident communicating by phone and comfortable working in a fast-paced environment with clear individual and team targets.

This is a great opportunity to build your administrative, communication and case handling skills in a busy, supportive team where accuracy, reliability and excellent service matter.

The role offers a hybrid working pattern, with attendance in our Liverpool office required 1 day per week.

• Manage incoming and outgoing telephone enquiries relating to both live and closed cases.
• Handle live calls professionally and accurately process relevant case documentation.
• Record, document and follow up incoming queries appropriately.
• Input incoming documentation accurately into the case management system.
• Maintain organised and up-to-date physical and electronic case records.
• Prepare and distribute internal and external mail.
• Open new physical files and create corresponding records in the case management system.
• Complete general administrative tasks to support the effective running of the team.
• Work towards individual and team targets while maintaining a high standard of accuracy and service
• administrative tasks as needed, contributing to the overall efficiency and smooth operation of the office.

• Confident communication skills, including experience handling telephone enquiries.
• Strong attention to detail and the ability to enter information accurately.
• Good organisational skills, with the ability to maintain records and manage documentation effectively.
• Ability to work in a busy environment and manage competing priorities.
• A reliable and proactive approach to administrative tasks.
• Comfortable working towards team and individual targets

• Experience in an administrative, customer service, call handling or case processing role.
• Experience using a case management system or similar record management tool.
• Experience handling documentation for live or closed cases.
• Previous experience working in a legal, insurance, claims, fraud, investigations or professional services environment.

We are an equal opportunities employer that celebrates diversity, and we are committed to creating an inclusive environment for all. We aim to create a positive experience for all candidates and offer any adjustments or additional support needed.

Our recruitment process upholds the highest standards of fairness and engagement. It includes comprehensive interviews and, at times, a written assessment, an assessment day, or presentation. We aim to create a positive experience for all candidates and offer any adjustments or additional support.

DWF is a leading global provider of integrated legal and business services. We empower people to be themselves within an inclusive and supportive environment, enabling everyone to achieve their full potential in line with their abilities and career aspirations.