Summary

The Casework Coordinator is a crucial member of the high-profile B&HPS Complaints Team, a dynamic and essential operational unit supporting the Benefits & Homeless Prevention Service. This role is pivotal in coordinating, triaging, assessing, and monitoring all Stage 1 complaints, Member and MP enquiries, Mayor’s Office queries, and Freedom of Information (FOI) requests across the division.

Responsibilities

Handle all incoming casework in accordance with the Council’s Complaints Policy and Local Government & Social Care Ombudsman guidance.
Conduct initial assessments of new and existing casework to determine validity and urgency.
Identify any safeguarding concerns within casework and escalate appropriately under the Council’s safeguarding framework.
Ensure casework is correctly directed and reroute misdirected queries to the appropriate Council departments.

Requirements

Experience:
- Advising and working collaboratively with staff at all levels on casework matters.
- Handling sensitive data in compliance with the Data Protection Act 2018 and GDPR.
- Maintaining accurate records and producing investigation reports.

Qualifications:
- Strong verbal and written communication skills with the ability to prepare clear and concise reports.
- Excellent interpersonal skills, capable of effectively communicating on confidential matters with staff and the public.
- Ability to work accurately under pressure to meet competing deadlines.

Additional Information