Job Description

We are working closely alongside a Local Authority in Camden to assist with the appointment of a Case Management Officer, on a 3-month contract, highly likely to be extended at clients discretion. Please apply with your CV for immediate consideration.

Rate of Pay: £19.96 - £26.33 per hour

Summary:

The Case Management Officer will manage and investigate complex reviews, statutory and Local Government Ombudsman (LGO) complaints, appeals, and senior-level MP and councillor enquiries. The postholder will take ownership of cases from initial investigation through to resolution, ensuring compliance with legislation, Council policies, and statutory deadlines. The role also involves working closely with internal teams, customers, elected members, legal representatives, and external stakeholders to resolve complex issues and improve customer satisfaction.

Responsibilities:

• Manage a caseload of reviews, appeals, complaints, and MP/member enquiries, ensuring cases are investigated and resolved within statutory and corporate deadlines.
• Undertake statutory reviews, LGO reviews, and complex customer complaints.
• Coordinate case-related actions and information, ensuring all stakeholders understand their responsibilities and deadlines.
• Maintain accurate and timely records of case progress, decisions, and outcomes using the Council's case management system.
• Keep customers, councillors, MPs, and other stakeholders regularly informed throughout the case resolution process.
• Liaise with Service Managers, Heads of Service, and relevant officers to investigate cases and identify appropriate solutions.

Qualification:

• Good standard of general education to GCSE level, including English Language.

Essentials:

• Detailed understanding of housing and social care legislation, case law, policies, and procedures.
• Working knowledge of customer care and case management processes.
• Understanding of housing service delivery and how different services work together.
• Knowledge of relationship management within a political environment.
• Understanding of Data Protection legislation, Freedom of Information Act, and Health & Safety regulations.

Please note:

• You should be available to work immediately or at a short notice.
• You should have right to work in U.K

Disclaimer: Brackenberry Ltd is acting as an Employment Business in relation to this vacancy. We are committed to equality in the workplace and is an equal opportunity employer. Unless otherwise stated all of our roles are temporary, though opening assignments can be and often are, extended by clients on a longer term basis and can sometimes become permanent.

Important: We will interpret your application as being permission to submit your CV to this role (with the right to represent you) unless you advise us to the contrary. Incase the role requires an enhanced DBS, your DBS must be either through us or be accompanied by a subscription to the DBS updating service.

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