Case Co-ordinator

Salary: £34,580
Job Level: Level 2, Zone 2
Work Location: 5 Pancras Square, London, N1C 4AG
Hours per week: 36
Contract type:  Fixed term/ Secondment for 12 months
Closing date: Tuesday 10th September 2024; 23:55
 

About Camden

Camden is building somewhere everyone can thrive, by making our borough the best place to live, work, study and visit. 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.

What You’ll Be Doing / How You’ll Be Involved

The role will deal with citizens directly who are not satisfied with the services they have received from the council to create a better future for all and improve services provided by the council to its residents.

This is an active role in the Central Complaints Team that is responsible for the effective day to day co-ordination and processing of complaints and Member of Parliament (MP) Enquiries in a flexible but timely manner whilst supporting and developing consistent data recording, record management and information gathering in relation to complaints. 

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/10630193/file/document?inline

All About you

To find out more about what it is like to work at Camden, meet some of our People by clicking HERE

The outcomes you will achieve in this role are: 

• supporting complaint handling across the Council that is citizen-focussed, simple, open and transparent
• supporting officers to manage the flow of complaints coming into the Council making full use of relevant IT case management systems
• providing advice, guidance and support to services on responding to enquiries within a framework of policies and procedures 
• working collaboratively with officers in the Directorates and making recommendations for improvements in local systems and procedures to contribute to the effectiveness of complaints handling

You will have experience in

• working in a fast paced, citizen-focused environment. 
• dealing diplomatically and confidentially with a wide range of stakeholders internally and externally
• identifying improvements to processes and systems and sharing the recommendations with others
• applying good practice in relation to handling complaints and member enquiries

What We Offer

At Camden, you’ll receive a host of benefits. From flexible working to 27 days annual leave (+ bank holidays!). We also know that a work life balance is extremely important so we also offer family leave, loan schemes and access to our incredible staff networks. We also have an incredible pensions scheme. 

Visit 'www.camdenjobs.co.uk/staff-benefits' for more details.

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' for more details.

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.

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.