Members Enquiry Casework Officer in London

How often do you get to join a brand-new team and shape the way we work from day one? This is your chance. We’re looking for a motivated, organised problem-solver to be a founding member of our new Members Enquiry Single Point of Access team – the central hub that makes sure every enquiry from our councillors and MPs gets a high-quality, timely response. If you’re passionate about public service and love keeping things running smoothly, read on.

As a Members Enquiry Casework Officer in our new Single Point of Access team (within Information & Digital Governance, Resources), you’ll be at the heart of connecting our Members and residents with the answers they need. This isn’t your typical admin job – you’ll act as a central coordinator and quality assurer for all enquiries from elected Members and MPs. That means triaging enquiries, tracking their progress, and double-checking responses to ensure every question is answered on time and to a high standard. Day-to-day, you’ll work across all Directorates to gather information and craft replies, making sure each response is accurate, clear, and reflects our commitment to excellence. And because these enquiries often involve high-profile or sensitive issues, you’ll use your judgement and political awareness to handle them with care and professionalism.

We're looking for someone that's a natural communicator and coordinator. You can talk to anyone – from a concerned Councillor to a busy service manager – and provide clear, confident support to get the information you need. You stay cool under pressure, juggling multiple enquiries and deadlines in our fast-paced environment without breaking a sweat. Organisational skills? You’ve got them in spades – keeping track of details and maintaining accurate records comes naturally to you. You’re not afraid to follow up with senior stakeholders to chase a response or clarify an issue; in fact, you’re comfortable working with staff at all levels, including directors and even the Chief Executive’s office, when needed. Importantly, you approach everything you do with integrity, professionalism, and a strong sense of public service. You live our CARE values – being Collaborative, Ambitious, Resourceful, and Empowering in your daily work. If you’re the kind of person who takes initiative, works well in a team, and is driven by the desire to help others, then you will thrive as a Members Enquiry Casework Officer.

This is a rare opportunity to join a new team at its inception and play a key role in how we support our elected Members and MPs. If you’re excited by the idea of being the behind-the-scenes hero who helps get problems solved and answers delivered, we want to hear from you! Don’t miss out – apply now to become a Members Enquiry Casework Officer and help us set a new standard for excellent service to our Members and residents.

For further information or for an informal conversation about the post, please contact: Leila Ridley - Assistant Director of Information and Digital Governance.

About You

Islington is a place rich with diversity and culture. As a council our sense of purpose couldn’t be clearer: we serve. It’s in the logo. We are committed to challenging inequality in the borough and as one of the largest employers we know that to look after the place and the planet, we have to look after our people. Together we can change the future. We are determined to create a more equal Islington, where everyone who lives here has an equal chance to thrive.

To do this, everyone who works at Islington Council lives by a set of values which guide us in everything that we do: collaborative, ambitious, resourceful, and empowering. They spell out ‘CARE’, which is what we think public service is all about.

Our offer to you: We are committed to challenging inequality in the borough and as one of the largest employers we know that to look after the place and the planet, we have to look after our people. Our staff benefits include:

• Up to 31 days leave per year, increasing to 36 days after five years of local government service
• A range of flexible working arrangements to maintain a healthy work-life balance, as well as a 35-hour working week
• Learning and development opportunities to maximise your potential
• Competitive pay and a commitment to paying all staff the London Living Wage at minimum
• Excellent local government pension scheme
• Cycle to Work scheme and discounted gym memberships
• Local discounts from restaurants, shops, health and beauty therapists, and more!

Please note: Priority will be given to those at risk of redundancy within Islington Council. Current employees who are part of the redeployment pool must meet the essential criteria for shortlisting to be prioritised.

Workforce Equality, Equity, Diversity and Inclusion Statement: We are dedicated to creating an inclusive and equitable workforce, where everyone is treated with dignity and respect. Our workforce strategy places equality, equity, diversity, and inclusion at the heart of everything we do, reaffirming our commitment to fostering a culture of inclusion. We strive to create an environment where all colleagues feel they belong and can safely express their thoughts, ideas, and challenges, without fear of judgement or discrimination.

We maintain a zero-tolerance approach to any unlawful discrimination, harassment, or victimisation on the grounds of any protected characteristics under the 2010 Equality Act, including but not limited to race, disability, sexual orientation, sex, religion and belief, age, gender reassignment, marriage and civil partnership, pregnancy, and maternity. Any incidents of discrimination will be promptly investigated and addressed in line with our HR policies to ensure a safe and inclusive environment for all colleagues.

We use data to identify and address disparities, ensuring that our policies and practices are transparent and impactful in promoting a diverse representation of backgrounds and perspectives at all levels of the organisation. We look at inequality through an intersectional lens, recognising that different aspects of someone’s identity can combine to create unique experiences of discrimination and disadvantage.

We know that advancing diversity and inclusion is a continuous journey, and we must listen to our colleagues and learn where we can further improve. We work closely with our Colleague Forums and Trade Unions, supported by active allies from our Corporate Management Team, to monitor and evaluate our practices, identify barriers, and empower colleagues to promote equality and inclusion in the workplace.

Every one of us has a role to play in making Islington Council a truly inclusive workplace. By living out our CARE (collaborative, ambitious, resourceful, and empowering) values every day and embedding the principles of equality, equity, diversity, and inclusion in our work, we can all actively contribute to empowering people and creating a more equal Islington.

Pre‑Employment Checks: Any offer of employment will be subject to the successful completion of required pre‑employment checks. These may include:

• Proof of address
• Evidence of any name changes (if applicable)
• Right to work in the UK
• Overseas criminal record check (if applicable)
• Satisfactory references
• Occupational Health clearance
• Evidence of professional qualifications or registrations
• DBS check at the appropriate level (if applicable)

Safeguarding: We are committed to safeguarding and promoting the welfare of children, young people and vulnerable adults, and expect all staff, and volunteers to share this commitment. Some posts are subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service.

Disability Confident Scheme: Islington Council operates a guaranteed interview scheme for candidates with disabilities who meet the minimum criteria and we are committed to providing support to applicants who request reasonable adjustments to be made during the recruitment process and throughout their career with us.