At a Glance
- Tasks: Manage and investigate complex housing complaints and enquiries from MPs and Councillors.
- Company: Join a dynamic council team dedicated to improving community housing services.
- Benefits: Competitive pay, flexible hours, and opportunities for professional growth.
- Other info: Fast-paced environment with a focus on teamwork and community impact.
- Why this job: Make a real difference in people's lives while developing your problem-solving skills.
- Qualifications: GCSEs including English; experience in housing or social care is a plus.
The predicted salary is between 20.96 - 20.96 £ per hour.
Work Pattern
36 hours per week
PAYE Pay Rate
- £20.96 per hour
- Main Purpose of the Role
To manage and investigate complex housing-related complaints, appeals, statutory reviews and enquiries from MPs and Councillors.
The postholder will ensure cases are handled efficiently, fairly and in line with housing legislation, council policies and statutory deadlines.
The role involves taking ownership of cases, identifying solutions, advising officers and keeping residents and stakeholders informed until issues are resolved.
- Typical Day Overview
- Managing a caseload of housing complaints, appeals and statutory reviews.
- Investigating complex customer enquiries and identifying appropriate solutions.
- Responding to MP, Councillor and senior-level member enquiries.
- Liaising with Housing Managers, Legal Services, contractors and external agencies.
- Updating residents and stakeholders on case progress and outcomes.
- Reviewing council decisions to ensure compliance with legislation and policies.
- Preparing written responses, reports and casework updates.
- Monitoring deadlines and ensuring cases are resolved within statutory timescales.
- Occasionally visiting residents’ homes and attending property inspections or site meetings.
- Key Skills and Responsibilities
- Complex Case Management: Managing housing complaints, appeals, reviews and escalated enquiries.
- Housing Legislation: Understanding housing regulations, statutory requirements, policies and case law.
- Complaint Investigation: Investigating complex cases, analysing information and recommending solutions.
- Stakeholder Management: Liaising with Councillors, MPs, residents, solicitors, managers and contractors.
- Customer Service: Handling sensitive and challenging situations professionally and empathetically.
- Written Communication: Producing clear, concise reports, formal responses and correspondence.
- Problem Solving: Making informed decisions and resolving complex housing-related issues.
- Workload Management: Managing competing priorities and meeting strict statutory deadlines.
- Legal Liaison: Working with legal teams and responding to challenges against council decisions.
Essential Qualifications and Requirements
- Good standard of general education to GCSE level, including English Language.
- Relevant housing qualifications are beneficial.
- Detailed understanding of housing and social care legislation, case law, policies and procedures.
- Experience handling complex customer complaints, enquiries or casework.
- Experience working within a housing or social care environment.
- Strong knowledge of customer service and case management processes.
- Understanding of Data Protection legislation, Freedom of Information and Health & Safety regulations.
- Excellent written and verbal communication skills.
- Strong analytical, negotiation and problem-solving abilities.
- Ability to work independently and manage a demanding caseload.
- Experience working with a diverse range of customers and stakeholders.
Desirable Experience
- Previous local authority or council experience.
- Experience using a Member Enquiries or Complaints Management System.
- Knowledge of Camden Housing policies and procedures.
- Experience dealing with MP and Councillor enquiries.
- Experience working with solicitors, legal representatives and housing contractors.
OR122533 – Case Management Officer (L3Z2) – Admin & Clerical employer: Camden Council
Camden Council is an exceptional employer that champions innovation and collaboration in the heart of London. With a strong commitment to employee development, a supportive work culture, and the flexibility of hybrid working, staff are empowered to make a meaningful impact in adult social care. Join us to be part of a forward-thinking team dedicated to promoting equalities and co-production in our community.
StudySmarter Expert Advice🤫
We think this is how you could land OR122533 – Case Management Officer (L3Z2) – Admin & Clerical
✨Dive into Local Government Events
Get yourself to local government events and public sector job fairs. These are great for meeting recruiters and understanding what different organisations, like Camden Council, are looking for. Plus, it shows your genuine interest in the sector!
✨Join Relevant Networks
Look for communities focused on public sector careers. Whether it’s local networking groups or online forums, connecting with professionals in the field can provide insider knowledge and opportunities that you won’t find on typical job boards.
✨Utilise Your University’s Resources
If you’re freshly graduated or still studying, make the most of your university's careers service. They often have exclusive partnerships with companies like Camden Council and can help you get your foot in the door for these full-time public sector roles.
✨Stay Updated with Government Initiatives
Keep your finger on the pulse regarding new government projects and policies. Understanding current initiatives can give you a leg up in interviews, showing that you are informed and genuinely interested in making a difference in the public sector.
We think you need these skills to ace OR122533 – Case Management Officer (L3Z2) – Admin & Clerical
Some tips for your application 🫡
Highlight Relevant Experience:In the public sector, having experience in community engagement, policy analysis, or project management stands out. Make sure to showcase any previous roles or volunteer work that reflects your understanding of public service values and how they've shaped your career path.
Showcase Your Knowledge of the Sector:When you’re applying for a government role, it’s crucial to demonstrate your understanding of the current political landscape and public policies. Consider including articles you've written or relevant projects that underline your capability to engage with these concepts effectively.
Tailor Your CV to Reflect Core Competencies:Government positions often require a clear demonstration of competencies such as communication, teamwork, and problem-solving. Try to structure your CV to highlight these skills, using specific examples of how you’ve applied them in past experiences, ideally with quantifiable outcomes where possible.
Craft a Compelling Cover Letter:Your cover letter is your chance to tell your story and convey your passion for public service. Discuss why you want to work for Camden Council and how your values align with their mission. Be genuine and let your enthusiasm shine through—this can really set you apart from other candidates.
How to prepare for a job interview at Camden Council
✨Get to Know Public Sector Values
Before your interview with Camden Council, dig deep into their mission and values, especially how they align with public service and community impact. Understand the key policies or initiatives they are involved in – you’ll want to show that you genuinely care about serving the community.
✨Brush Up on Regulatory Knowledge
Brush up on the regulations, laws, and compliance standards relevant to the role you’re applying for. Since this is the government and public sector, they might throw technical questions related to policy frameworks or project management best practices that you'll need to navigate day-to-day.
✨Highlight Teamwork and Collaboration
The government sector thrives on collaboration. Be ready to discuss how you've successfully worked in diverse teams or involved stakeholders in your projects. Show us how you bring people together to get a common goal achieved – that's what public service is all about!
✨Prepare Real-Life Examples
Craft a few STAR (Situation, Task, Action, Result) stories that demonstrate your experience in similar roles. Whether it’s a project that made a difference in the community or a challenging situation you managed, be ready to express how your skills and experiences make you a valuable asset for Camden Council.
