At a Glance
- Tasks: Manage enquiries for elected Members and resolve complex cases with a proactive approach.
- Company: Join the dynamic team at Hackney Council, dedicated to public service.
- Benefits: Flexible working hours, competitive pay, and a modern work-life balance.
- Other info: Opportunity for personal growth and to engage with local residents.
- Why this job: Make a real difference in your community while developing valuable skills.
- Qualifications: Strong communication skills and experience in customer service or case management.
Location: Hackney E8
Pay: £172.37 Per Day PAYE / £232.28 Per Day Umbrella
Responsible To: Senior Member Caseworker
Working Hours: Flexible hours to cover 9:00 am - 5:30 pm (with occasional out-of-hours work as necessary)
Start: ASAP
Length: 6 Months
About the Role
Are you a highly organised professional with excellent communication skills and a passion for public service? The London Borough of Hackney is seeking a Member Caseworker to join our dynamic team. In this vital role, you will provide a high-quality service for the Mayor, Cabinet, ward Members, and local Members of Parliament in dealing with enquiries from a range of sources. You will act as a primary point of contact for elected Members, helping them navigate and resolve complex enquiries from residents, while ensuring the Council's standards and policies are consistently met.
Key Responsibilities
- Casework Management & Triage: Ensuring all incoming enquiries into the Member Enquiry team are recorded and logged, and triaging them to ensure effective prioritisation.
- Quality Assurance: Working with council officers to ensure they investigate and respond within agreed deadlines, and quality-assuring draft responses to maintain a high standard.
- Complex Case Resolution: Taking responsibility for the resolution of complex and/or cross-cutting cases, including engaging with Council services and arranging site visits as required.
- Member Support & Liaison: Serving as the first point of contact for Members, assisting with enquiries, keeping them updated on case progress, and representing them in corporate discussions.
- Community Engagement: Attending events across the borough at which Members meet with residents to respond to enquiries face-to-face and record casework details.
- Systems & Reporting: Creating, developing, and maintaining effective IT systems to track enquiries, and assisting with the preparation of performance reports for senior leadership.
- Collaboration: Working closely with local MP offices and other Council casework officers to ensure consistency, prevent duplication of investigative work, and adhere to Council policy.
About You
We are looking for a proactive, resilient individual who thrives under pressure and can work effectively with both Council officers and politicians.
Skills & Abilities:
- Investigative skills and a methodical approach to dealing with enquiries.
- Excellent communication skills, including the ability to communicate tactfully with a wide range of residents, council staff, and others.
- Excellent written skills, including the ability to draft briefings, reports, and correspondence on behalf of Members.
- Strong IT skills with the ability to use computerised office systems, including Google suite and casework systems.
- Ability to organise and prioritise duties, work calmly under pressure, and act on your own initiative.
- Ability to motivate staff to deliver service improvements and meet strict casework deadlines.
Knowledge & Experience:
- Experience dealing with members of the public and managing difficult customer situations.
- Experience drafting high-quality correspondence, briefings, and reports.
- Experience achieving success and service improvements in the field of customer complaints.
- Experience working in a similar environment alongside officers and politicians, handling sensitive and confidential issues.
- Aware of the effects of discrimination and exclusion, with a commitment to promoting inclusion and equality of opportunity.
What We Offer
Flexible Hybrid Working: Benefit from a modern work-life balance with a blend of home working and time spent at Hackney Town Hall.
Hackney Council is committed to promotional equality and equal opportunities. All duties must be carried out in accordance with our equalities and Health & Safety policies.
Commercial Services Trading Ltd is acting as an Employment Business in relation to this vacancy.
Member Caseworker employer: Connect2Hackney
The London Borough of Hackney is an excellent employer, offering a supportive and dynamic work environment for those passionate about public service. With flexible hybrid working arrangements, employees can enjoy a balanced work-life while contributing to meaningful community engagement and case resolution. The Council prioritises professional growth, ensuring that staff have opportunities to develop their skills and make a real impact in the lives of residents.
StudySmarter Expert Advice🤫
We think this is how you could land Member Caseworker
✨Get Engaged in Local Politics
Dive into your local council meetings or community boards. These spaces are packed with people who are already in the public sector and might have insider tips on upcoming temporary roles. Plus, you can connect directly with key decision-makers.
✨Stay Alert for Seasonal Recruitment
Many public sector jobs ramp up during certain times of the year, especially around election seasons or local budget planning periods. Keep your eyes peeled for recruitment drives during these windows, as they're prime times for temporary positions.
✨Leverage Online Job Portals
Don’t forget to check government job boards or websites like the local council's site for temporary postings. This is where many roles first get advertised, and applying directly here can speed things up.
✨Tap Into Your University Resources
If you're at university, make the most of your career services to discover opportunities in the public sector. They often have connections with local government employers who are looking for temporary staff and can help you polish your approach.
We think you need these skills to ace Member Caseworker
Some tips for your application 🫡
Emphasise your understanding of public policy:In your application, make sure to highlight any knowledge or experience you have related to public policy, governance or community engagement. Show us how you can contribute to the public sector’s mission, especially if you've worked on relevant projects or initiatives before!
Tailor your CV to the sector's expectations:When crafting your CV, focus on including experiences that showcase your ability to work within government structures or similar environments. Use clear, concise language and consider adding any volunteer work or internships that reflect your commitment to public service.
Show flexibility and willingness to learn:Since this is a temporary role, it’s crucial to convey your adaptability and eagerness to pick up new skills quickly. In your cover letter, let us know how you plan to make the most of this short-term experience and what you hope to learn from it.
Include relevant certificates and training:If you've completed any training or have certifications that are relevant to the role (like public administration, project management, or data analysis), don't forget to mention them. These can really make you stand out in the application process!
How to prepare for a job interview at Connect2Hackney
✨Demonstrate Your Commitment to Public Service
In the government and public sector, showing that you're genuinely passionate about serving the community is key. Get ready to share examples where you've contributed to social good or tackled community issues, as this will resonate with interviewers from Connect2Hackney.
✨Prepare for Policy and Regulatory Questions
Expect questions about policies, regulations, or recently implemented government initiatives. Brush up on the latest news relating to public sector developments—being informed will help you demonstrate that you're ready to hit the ground running, especially in a temporary role.
✨Flexibility is Your Best Friend
Since this is a temporary role, emphasise your ability to adapt quickly. Share examples where you've successfully taken on new challenges or adjusted to different team dynamics, that'll show Connect2Hackney that you’re reliable and can effectively support various projects without a long onboarding process.
✨Prepare to Showcase Teamwork Skills
In the public sector, collaboration is vital. Be ready to discuss past experiences working in teams, especially in diverse environments. Highlight how you've contributed positively to group settings—this could really set you apart from other candidates in this temporary role.
