Job Description – Case Management Officer (L3Z2) – Admin & Clerical Location: 5 Pancras Square, London, N1C 4AG Contract Duration: 12 weeks Start Date: 30 November 2026 End Date: 21 February 2027 Working Hours: 36 hours per week Job Overview Camden Council is looking for an experienced Case Management Officer to provide an efficient and responsive case management service within its Housing and Property Management directorate. The successful candidate will manage complex reviews, statutory reviews, complaints, appeals and senior-level MP and Councillor enquiries. They will investigate cases, assess decisions, identify appropriate solutions and ensure all matters are resolved within statutory and corporate deadlines. The role requires strong knowledge of housing legislation, policies and procedures, excellent customer service skills, and the ability to manage sensitive and challenging cases independently. Key Responsibilities * Manage a caseload of complex housing reviews, statutory reviews, complaints, appeals and MP/Councillor enquiries. * Investigate complaints and assess decisions to identify appropriate resolutions. * Ensure all cases are handled in line with relevant legislation, statutory requirements and Council policies. * Coordinate casework activities, maintain accurate records and monitor outstanding actions using case management systems. * Liaise with Service Managers, Heads of Service, Councillors, MPs, residents and other stakeholders. * Provide regular updates to customers and stakeholders throughout the case resolution process. * Advise officers and managers on housing policies, legislation, statutory requirements and case law. * Work closely with the Council's Legal Department, solicitors, insurance teams and external agencies. * Prepare reports, written responses, correspondence and supporting documentation. * Manage challenging customer interactions, including dealing sensitively with distressed or verbally aggressive residents. * Prioritise competing workloads and ensure all deadlines and service standards are achieved. * Identify service improvements and contribute to improving customer satisfaction. Essential Skills & Experience * Experience managing complex customer cases, complaints, reviews or appeals. * Strong understanding of housing legislation, regulations, policies and procedures. * Knowledge of statutory reviews, case law and housing-related matters. * Experience working in a customer-facing environment, ideally within housing or local government. * Excellent written and verbal communication skills. * Strong analytical, investigation and problem-solving abilities. * Ability to manage competing priorities and complex caseloads independently. * Experience liaising with senior stakeholders, Councillors, MPs, solicitors and external agencies. * Strong customer service, negotiation and relationship management skills. * Good IT skills and experience using case management systems. * Understanding of Data Protection legislation, Freedom of Information (FOI) and Health & Safety requirements. Desirable Experience * Previous experience working within a local authority or Council. * Experience in Housing and Social Care case management. * Experience handling Members' Enquiries and formal complaints. * Familiarity with Camden Council's housing policies and casework systems
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