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- Tasks: Lead a team to resolve complex cases and improve customer experiences.
- Company: Join Camden, a forward-thinking council dedicated to social change and community support.
- Benefits: Enjoy 27 days annual leave, flexible working, and career development opportunities.
- Why this job: Make a real impact on residents' lives while fostering a collaborative and inclusive work culture.
- Qualifications: Experience in case management and complaint handling is essential; leadership skills are a must.
- Other info: We encourage applications from diverse backgrounds to enhance our community representation.
The predicted salary is between 44400 - 50700 £ per year.
This job is brought to you by Jobs/Redefined, the UK\’s leading over-50s age inclusive jobs board.
Job Description
Salary: £44,579 – £50,706
Grade: Level 4 Zone 1
Location: Holmes Road, NW5 3AP
Contract Type: Permanent
Hours: Full Time (36 Hours)
Closing Date: Tuesday 5th August at 23:59
About Camden
Camden is changing on the inside to make life better for everyone. Our residents and communities are at the heart of everything we do. We\’re home to the most important conversations happening today and we\’re making radical social change a reality, so that nobody gets left behind. Here\’s where you can help decide a better future for us all.
About the Role
This role is about making a real difference-through leadership, insight, and a commitment to doing right by our customers. As a Senior Case Management Officer, you\’ll play a key role in supporting the team manager and advising officers to ensure decisions are fair, consistent, and firmly grounded in policy, statute, and case law. You\’ll be someone who removes barriers, enabling your colleagues to focus on what matters most: delivering for our residents.
Working across Repairs & Operations, you\’ll help drive high performance within the team, building strong relationships with service areas to ensure cases are managed in a joined-up, customer-first way. From appeals and complex complaints to MP and Housing Ombudsman enquiries, you\’ll take ownership of high-level cases-investigating, coordinating, and resolving them with care, clarity, and a focus on long-term solutions.
You\’ll also contribute to improving the wider customer experience, making sure outcomes are tracked, actions followed up, and insights shared across teams. If you\’re ready to lead by example, help shape best practice and be a central part of our customer assurance process, we\’d love to hear from you.
To view the Job Profile, please click HERE or copy and paste the below URL into your browser:
All About You
To find out more about what it is like to work at Camden, meet some of our People by visiting \’ \’.
This role calls for a confident and compassionate leader-someone who understands housing legislation, thrives on solving problems, and genuinely cares about delivering great outcomes for our residents. You bring a strong track record in complaint handling and case management, along with the ability to guide and inspire others. Whether you\’re supporting a colleague, stepping in for a manager, or helping to remove barriers that slow the team down, you lead from the front and always keep the customer perspective in mind. You\’re a collaborator by nature, working with services across the organisation to get the right result, and you bring fresh ideas to the table to improve how we work. You\’re also highly organised, a clear communicator, and someone who builds trust-able to deliver results in a fast-paced environment without losing sight of the human side of the job. This is a role where your leadership, empathy and innovation can have a direct impact on people\’s lives-and we\’re looking for someone who\’s ready to take that responsibility and make it count.
What We Offer
At Camden, you\’ll receive a host of benefits including:
- 27 days annual leave for new starters, rising to 31 days after 5 years
- Local Government Pension Scheme
- Flexible working opportunities;
- Interest free loans
- Access to our incredible staff networks
- Career development and training
- Wellbeing support and activities
Visit \’ \’ for more details.
Inclusion and Diversity
We want Camden Council to be a great place to work and to ensure that our communities are represented across our workforce. A vital part of this is ensuring we are a truly inclusive organisation that encourages diversity in all respects, including diversity of thinking. We particularly welcome applications from Black, Asian and those of Other Ethnicities, LGBT+, disabled and neurodiverse communities to make a real difference to our residents so that equalities and justice remains at the heart of everything we do.
To discover more about Camden and our commitment towards diversity, equality and safeguarding, please visit
Anonymised Application – in keeping with Camden\’s commitment to inclusion the recruitment to this role is anonymised and supports the objective of reducing the impact of unconscious bias.
Asking for Adjustments
Camden is committed to making our recruitment practices barrier-free and as accessible as possible for everyone. This includes making adjustments or changes for disabled people, neurodiverse people or people with long-term health conditions. If you would like us to do anything differently during the application, interview or assessment process, including providing information in an alternative format, please contact us on 020 7974 6655, at or post to 5 Pancras Square, London, N1C 4AG,
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Senior case Management Officer employer: LONDON BOROUGH OF CAMDEN
Contact Detail:
LONDON BOROUGH OF CAMDEN Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior case Management Officer
✨Tip Number 1
Familiarise yourself with Camden's values and mission. Understanding their commitment to social change and community support will help you align your responses during interviews, showcasing how your personal values resonate with theirs.
✨Tip Number 2
Network with current or former employees of Camden, especially those in similar roles. They can provide insights into the company culture and expectations, which can be invaluable when preparing for interviews.
✨Tip Number 3
Prepare specific examples from your past experience that demonstrate your leadership skills and ability to handle complex cases. Be ready to discuss how you've successfully resolved complaints and improved customer experiences.
✨Tip Number 4
Stay updated on current housing legislation and best practices in case management. This knowledge will not only help you in interviews but also show your commitment to the role and the community Camden serves.
We think you need these skills to ace Senior case Management Officer
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to grasp the key responsibilities and requirements of the Senior Case Management Officer position. Tailor your application to highlight how your skills and experiences align with these expectations.
Showcase Relevant Experience: In your CV and cover letter, emphasise your experience in case management and complaint handling. Provide specific examples of how you've successfully resolved complex cases or improved customer experiences in previous roles.
Demonstrate Leadership Skills: Highlight your leadership qualities by sharing instances where you've guided teams or inspired colleagues. Discuss how you’ve removed barriers for others and contributed to a collaborative work environment.
Craft a Compelling Cover Letter: Write a personalised cover letter that reflects your passion for the role and the organisation. Address how you can contribute to Camden's mission of making a positive impact on residents' lives, and ensure it aligns with their values of inclusion and diversity.
How to prepare for a job interview at LONDON BOROUGH OF CAMDEN
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a Senior Case Management Officer. Familiarise yourself with housing legislation and the specific challenges Camden faces. This will help you demonstrate your knowledge and show how you can contribute to the team.
✨Showcase Your Leadership Skills
Prepare examples that highlight your leadership experience, especially in case management and complaint handling. Be ready to discuss how you've inspired and guided others in previous roles, as this is crucial for the position.
✨Emphasise Customer-Centric Solutions
Since the role focuses on delivering great outcomes for residents, be prepared to discuss how you prioritise customer needs. Share specific instances where you've successfully resolved complex cases or improved customer experiences.
✨Demonstrate Collaboration
Highlight your ability to work collaboratively across different teams. Prepare to discuss how you've built strong relationships with various service areas and how this has led to better case management and outcomes.