Female Case Handler with headset looking at computer

Case Handler Job Description

Case Handlers seekers, problem solvers, investigators and analysts at heart, they thrive on investigative work; tracking down information, asking the right questions, knowing where to look and collating everything they have found to gain insights that can be used to make decisions.


Case Handlers can also have job titles like Remediation Analyst, Customer Analyst, Customer Insights, Fraud Analyst. This is because a Case Handler can be found working in many specialist departments including insurance, fraud, customer accounts, business analysis and financial analysis to name but a few.


The department you work in could be dictated by your knowledge and experience or the role availability in the first instance but as a Case Handler, cross department working opportunities and career progression prospects are extremely high as your specific skill set is highly sought after. If you are enthusiastic about self-development and embrace opportunities to improve your skills and knowledge whenever possible, you could build a long and rewarding career in the Banking or Financial Services industries.


Blue Arrow recruits Case Handlers for Capita in many locations across the UK and has done for more than 15 years, so if you think spending your days researching, truth seeking, problem solving and story building sounds like the perfect job for you then search our job listings.


Do you have what it takes to be a Case Handler?


To be a good fit for this role, it is recommended that you have a working background in the Banking, Financial Services or Insurance industries in or that you are a Graduate with a 2:2 academic degree. If you are graduating this year you can certainly apply too, just have your degree details and predicted grades to hand. As your duties are based around finding information, analysing the data and drawing conclusions, it is extremely important for you to be meticulous in your attention to detail and have exceptional skills in verbal communication, listening and written documentation.

A good knowledge of using programs such as Microsoft Word, and Excel would be ideal alongside some of these more general skills that good Case Handlers should possess.


  • A natural enjoyment for research, investigative and analytical work.
  • Confidence in your ability to make decisions and stand by them.
  • The ability to hold unscripted telephone conversations to gather the required information.
  • Enthusiasm to develop your skills and knowledge.
  • Adaptable to change and willing to embrace new ideas and processes.
  • Ability to work unsupervised and deliver quality work across multiple tasks within required deadlines.

Case Handler roles provide a vast cross section of transferrable skills such as computer proficiency, listening and communication, problem-solving, multitasking, decision making and resilience that can be utilised in many jobs across many industries so choosing a role like this would be a great step along your career path no matter where you are headed.


Finding the right balance between your work and your lifestyle is really important, with a Case Handler job you will find that weekday shift patterns are common which will enable you to enjoy a career that works well around your home and family commitments but weekends may also be required for some positions. In many cases the hours are a straight forward 9am to 5pm set up or they will be split between a morning/day pattern and an afternoon/evening pattern but each role will have its own specific set of hours depending on your department, industry and project focus so be sure to check the job description thoroughly.


There are Capita business centres located in CoventryDarlingtonDearne Valley, Southampton, Bury, Leeds, Preston, Preston Brook, Alton and Cheltenham, all with great transport links, so getting to work at any of the locations is really easy. 


The recruitment process to become a Case Handler (Analyst, Remediation) for Capita might take a little longer than other roles because it is important that customers know that the people handling customer data can be trusted with any sensitive and personal information that they may encounter. Full details about the Capita recruitment process can be found on our Application process page


Once you have passed this process you are ready to join a friendly and welcoming team and start your career at Capita.



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