At a Glance
- Tasks: Support the Council by managing complaints and casework, ensuring quality responses.
- Company: Join Brent Council, a vibrant and diverse community in London.
- Benefits: Enjoy up to 33 days annual leave, hybrid working, and excellent pension contributions.
- Other info: Flexible working options and a supportive environment for personal growth.
- Why this job: Make a real difference in your community while developing valuable skills.
- Qualifications: Strong communication skills and a proactive attitude towards improvement.
The predicted salary is between 37692 - 39276 £ per year.
Salary range: £37,692 - £39,276 p.a. (London weighting)
Contract: Secondment/Fixed term (9 months)
Hours of work: 36 hours per week
Location: Civic Centre and other locations from time to time
A Great Opportunity
Brent is a tremendously vibrant London borough where the iconic arch of Wembley Stadium dominates the skyline. Spanning both inner and outer London, it is a borough of huge contrasts in terms of its economic, environmental, ethnic and social make up. Brent’s diversity is evident to all who visit our borough and our long history of ethnic and cultural diversity has created a place that is truly unique and valued by those who live and work here. The council is pursuing a far-reaching transformation agenda that better meets the needs of our community so it is an exciting time to join us.
The Post
We are seeking a Casework Support Officer to join our Complaints and Casework Team. This is a key role in supporting the Council to deliver a high‑quality, responsive complaints and casework service.
Responsibilities
- You will be responsible for logging, triaging, and assigning casework – primarily complaints and enquiries – to managers and officers across the Council.
- You will also carry out quality checks on responses to ensure they are clear, accurate, and provide appropriate outcomes for customers, and you will have the opportunity to develop your skills by responding to some non‑complex complaints.
- As part of a supportive team within the Democratic and Corporate Governance department, you will play an important role in ensuring strong administrative processes are in place, supporting good governance and effective case management.
- This includes maintaining accurate records, monitoring progress, and ensuring that performance standards are met.
- You will help identify trends, highlight areas for improvement and support departments to strengthen how they manage and respond to casework.
- The role also provides an opportunity to contribute to service development and continuous improvement.
The Person
We are looking for a motivated and detail‑oriented individual committed to delivering a high standard of service and supporting good administrative practice.
Qualifications
- Excellent written and verbal communication skills, with the ability to manage competing priorities, work to tight deadlines, and maintain accuracy under pressure.
- Confidence using information systems and databases to record, manage and report on casework, and the ability to produce clear and concise information when required.
- Proactive in identifying opportunities for improvement and open to learning and development, with a willingness to build knowledge of different service areas across the Council.
- Ideally, experience working with colleagues at all levels of the organisation and an understanding of how different services operate, enabling effective support and guidance.
Benefits
- Up to 33 days annual leave (depending on length of service) plus bank holidays
- Excellent pension with generous employer contributions (LGPS)
- Hybrid and flexible working options available for most roles
- Supportive family‑friendly policies for parents, guardians, and carers
- Health and wellbeing support, including access to eye test support and a 24/7 Employee Assistance Programme
- Financial support such as education sessions, childcare deposit loans, and season ticket loans
- Travel perks including affordable parking nearby, a Cycle to Work scheme, and great onsite facilities
- Learning and development opportunities to help grow your career
- Access to My Brent Rewards with exclusive discounts on shopping, travel, leisure, and entertainment
Legal Statements
Brent Council values the diversity of its community and encourages applications from all sections of the community. The Council is committed to safe recruitment and safeguarding and promoting the welfare of children and young people, and all staff and volunteers share this commitment. Applicants should be aware that posts working with children, young people and vulnerable adults are subject to an Enhanced DBS check as well as other employment clearances.
Brent has a positive approach to flexible working. As a disability confident employer, Brent welcomes applications from people with all disabilities, including “non‑visible” disabilities and mental health conditions. If you require reasonable adjustments to any part of the recruitment process due to your disability, please contact us at recruitment@brent.gov.uk.
Closing date: 16 July 2026 23:59pm
Casework Support Officer in Wembley employer: Brent Council
Brent Council is an exceptional employer, offering a supportive and culturally diverse environment for Educational Psychologists. With generous benefits such as up to 33 days of annual leave, excellent pension contributions, and the flexibility of hybrid working, employees are encouraged to grow professionally while making a meaningful impact on the lives of children and families in Greater London.
