1. PURPOSE

As the primary clerical support resource for internal and external customers, the Business Administrator will undertake time critical administration tasks to support the progression of claimant referrals through the Personal Independence Payment (PIP) and Workplace Capability Assessment (WCA process, contributing to the achievement of volume, quality and service target performance levels. 

The Business Administrator undertakes an important liaison role working with both claimants and the Department for Work and Pensions (DWP), therefore delivering customer service excellence across every aspect of the claimant journey is critical.

2. ACCOUNTABILITIES

• Acknowledge and register referrals in the relevant system to meet target response times.
• Respond to telephone, fax and e-mail queries from third parties to target response times.
• Log information taken on calls / enquiries accurately and in a timely manner on the relevant systems.  
• Maintain customers’ files in line with data protection requirements.
• Dispatch information as required via approved external courier, ensuring that information is handled in line with our data protection policy.
• Accurate data entry onto the relevant system(s).
• Liaison with other teams and clinical colleagues to progress cases to meet target performance levels.
• Collate data / reports as required.
• General office administration duties, including updating spreadsheets and filing.
• Provide advice and guidance to claimants where appropriate and / or direct them to relevant advice and guidance.  
• Escalate any enquiry or issue that you cannot resolve directly and ensure full follow up to resolution.  
• Support the wider Claimant Support Team and other support functions with any associated administration tasks as required. 
• Identify areas for continuous improvement and contribute to improvement projects where required.   
• Commitment to personal and professional development, ensuring all necessary learning is completed. 

Ingeus is a leading human services provider helping people, business and communities thrive through employment, skills and health & wellbeing services. We are a trusted partner to government and industry delivering services that create positive social impact and transform lives.

3. COMPETENCIES & QUALIFICATIONS

Essential Criteria: 

• Previous experience in an administration / clerical support role   
• Previous experience in customer service    
• Strong customer service skills  
• Excellent written and verbal communication skills  
• Good interpersonal skills   
• Analytical and problem-solving skills  
• IT literacy including the ability to type/ data input accurately, and at   speed  
• Previous experience using CRM databases  
• Organised and able to manage time productively  
• Flexible and able to adapt and respond well to change    

Desirable Criteria  

• Experience using Power BI 
• Experience of using contact centre technologies  
• Customer Service Qualification 

4. INFORMATION SECURITY

All Ingeus personnel are required to comply with Ingeus’ policies relating to Information Security and Data protection, specifically to:

• Protect all information assets from unauthorised access, disclosure, modification, destruction & interference
• Treat the security of all information assets according to their designated information security classification
• Ensure that they only access information assets that they are authorised to do so.
• Adhere to the procedure for reporting any security weakness or event
• Commit to, and participate in, personal development of information security awareness & knowledge
• Comply with all laws and contractual obligations regarding the protection of data
• Understand that any breach of Ingeus’ Information Security and Data Protection policies may be a disciplinary offence under the Ingeus’ Disciplinary policy.

At Ingeus, our culture is built on treating everyone with dignity, ensuring every individual feels valued, respected and recognised for their contribution.

As a Disability Confident Employer, we understand that everyone’s journey is different, and we’re committed to making our recruitment process as inclusive and accessible as possible. If you require any support or adjustments—whether that’s help with the application, interview format, or anything else—we’re here to listen and work with you to find the best approach. Our goal is to ensure you can showcase your skills and potential in a way that works for you. Please don’t hesitate to contact us to discuss how we can support you.

Please note, we may shortlist and conduct interviews before the closing date and we may close this role early if we receive enough applications.