Senior Case Management Officer

Starting salary: £43,004
Job Level:  Level 4 Zone 1
Work Location: Holmes Road 
Hours per week: 36 (This role requires you to work in core business hours)
Contract type: 12 month secondment / fixed term 
Closing date: Sunday 10th December 2023 at 23:59
Interviews to be held: TBC
Alternative flexible working options available / open to discussion  

Anonymised Application – in keeping with Camden’s commitment to inclusion the recruitment to this role is anonymised and supports the objective of reducing the impact of unconscious bias.

About us 

Camden is changing on the inside to make life better for everyone. Because we’re not just home to the UK’s fast-growing economy. We’re home to the most important conversations happening today. And we’re making radical social change a reality, so that nobody gets left behind. Here’s where you can help decide a better future for us all.

The role

This role is all about leadership. To support the team manager, provide advice and support to the case management team, as requested by officers, on individual decisions to ensure that they are in line with the policy, statute and case-law relating to the service area supported and, where case outcomes require it, make suggestions to relevant officers that will help ensure that their future decisions are consistent with policy, statute, and case law. 

To remove barriers so officers can focus on doing the right thing for customers. It’s about supporting across Repairs & Operations, so you’ll work collaboratively with other Team Managers to ensure we have consistent high performance within the case management team. You will form strong working relationships with service areas, ensuring a two-way relationship that works tirelessly to ensure cases are responded to in line with our policies. 

To provide information that contributes to the improvement of the customer experience by ensuring all information relating to progress and outcomes of cases are properly recorded in a timely manner and shared in regular meetings with relevant areas.

To be a key component of the Customer Assurance process by undertaking all reviews (including Statutory and LGO reviews), appeals, complaints and senior level MP/member enquiries/housing ombudsmen owning, coordinating, and managing these cases to a successful conclusion by investigating, assessing, and identifying appropriate solutions. 

These cases to be progressed in accordance with statutory and corporate deadlines and to comply with all relevant legislation and Council policy ensuring that the main focus is on solving the issues and following up outstanding actions whilst ensuring that all stakeholders, particularly the Councillor and/or customer, are kept informed and updated at all times until the case has been resolved. 

This role requires you to work core hours. 

About you
You will have in-depth knowledge of Housing legislations and experience with complaint handling as well as good organisational and communication skills. 

You must be able to set, deliver and achieve targets by removing barriers and supporting your colleagues from the front. Where required you will deputise for the team manager and support other Team Managers as required.

This role is all about leadership, ownership and responsibility and always thinking from the customers point of view. You will be able to support the team by inspiring, coaching and ensuring they have the appropriate tools to deliver consistent exceptional levels of service.

You will always create a positive and engaging working environment that fosters innovation and excellence. You and your team will continually be enhancing your skills, experience, and performance levels. You’ll be experienced in working with support teams to achieve results, and by working with teams across the council. 

You can demonstrate how things can be done differently to increase customer satisfaction. You’ll be experienced in achieving set targets for ensuring cases are responded to in line with our policies and always lead by example. You’ll be a people person who enjoys and can engage with teams through effective and personable communication

To find out more about what it is like to work at Camden, meet some of our People by visiting 'www.camdenjobs.co.uk/our-stories'.

Working for Camden

We’re ready to welcome your ideas, your views, and your rebellious spirit. Help us redefine our Supporting Communities, and we’ll redefine what a career can be. If that sounds good to you, we’d love to talk.

At Camden, you’ll receive a host of benefits as well as joining a flexible working employer. Visit 'www.camdenjobs.co.uk/staff-benefits' to see full details of our benefits.

Additional information 

To view the Job Profile, please click HERE or copy and paste the below URL into your browser: http://camdocs.camden.gov.uk/HPRMWebDrawer/Record/10177854/file/document?inline 

To apply for this job please follow the "Apply" link. In the ‘Why you?’ section of the application you will be required to demonstrate how you meet the role criteria noted in the Job Profile under the “About You” section. 
 

Inclusion and Diversity  

We want Camden Council to be a great place to work and to ensure that our communities are represented across our workforce. A vital part of this is ensuring we are a truly inclusive organisation that encourages diversity in all respects, including diversity of thinking. We particularly welcome applications from Black, Asian and those of Other Ethnicities, LGBT+, disabled and neurodiverse communities to make a real difference to our residents so that equalities and justice remains at the heart of everything we do.

To discover more about Camden and our commitment towards diversity, equality and safeguarding, please visit 'www.camdenjobs.co.uk/staff-benefits'.

Asking for Adjustments 

Camden is committed to making our recruitment practices barrier-free and as accessible as possible for everyone. This includes making adjustments or changes for disabled people, neurodiverse people or people with long-term health conditions. If you would like us to do anything differently during the application, interview or assessment process, including providing information in an alternative format, please contact us on 020 7974 6655, at resourcing@camden.gov.uk or post to 5 Pancras Square, London, N1C 4AG,