Associate (Casework) in Birmingham

Morgan Hunt are currently working with a National Regulatory Body in their search for an interim Associate (Casework) to join their Casework function on an initial 12-month fixed-term contract, with potential for a further 12-month extension.

Job Title: Associate (Casework)

Location: Hybrid Working (Average 2 days per month in London or Birmingham Office)

Salary: £32,000 per annum

Contract: 12-month Fixed-Term Contract (potential extension for a further 12 months)

Hours: Full-time, 37.5 hours per week

Key Responsibilities

• Manage a varied caseload of customer enquiries, complaints, disputes and licensing applications.
• Lead the resolution of customer disputes, enquiries and complaints in line with relevant processes and governance requirements.
• Assess licensing applications and make evidence-based recommendations.
• Gather, assess and analyse complex information from a range of sources to support robust decision-making.
• Present clear, concise and objective conclusions and recommendations, both in writing and verbally.
• Engage with customers and stakeholders to understand issues, gather information and provide appropriate and timely responses.
• Handle difficult or sensitive conversations with customers and stakeholders professionally and effectively.
• Maintain accurate and up-to-date case records and ensure relevant information is appropriately documented.
• Work collaboratively with internal colleagues and subject matter experts to ensure cases are considered thoroughly and progressed effectively.
• Identify, assess and escalation risks where appropriate.
• Manage competing priorities and deadlines while maintaining high standards of accuracy and quality.
• Identify trends, lessons learned and opportunities to improve processes and ways of working.
• Keep up to date with relevant regulatory developments and wider issues affecting the organisation's work.
• Contribute positively to the wider team, sharing knowledge and supporting colleagues through changing workloads and priorities.

Candidate Profile

• Experience managing a varied caseload within a regulatory, legal, investigative, licensing, complaints or similarly structured environment.
• Experience gathering and analysing complex information to reach evidence-based conclusions and recommendations.
• An understanding of regulation and/or the utilities sector.
• Strong customer service and stakeholder engagement skills, including the ability to handle difficult or sensitive conversations.
• Experience working within legal, regulatory or established policy frameworks.
• Strong organisational skills, with the ability to plan, prioritise and manage competing workloads and deadlines.
• Excellent attention to detail and experience maintaining accurate case records.
• Strong written and verbal communication skills, with the ability to convey complex information clearly to different audiences.
• The ability to identify, assess and escalation risks appropriately.
• A collaborative approach, with the confidence to work with internal and external stakeholders to achieve a common objective.
• A proactive and adaptable approach, with a genuine interest in continuous improvement.

Why Apply?

This is a fantastic opportunity to join a high-profile regulatory organisation at an important time for the sector, working on varied and meaningful casework with a direct impact on customers and stakeholders.

You will also join a collaborative team where there is a strong focus on learning, knowledge sharing and continuous improvement. The organisation operates a flexible hybrid model, with office attendance primarily required for team meetings, training and other face-to-face activity.

If you are an experienced casework professional with strong analytical, customer service and stakeholder engagement skills, and are interested in developing your career within a regulatory environment, this could be an excellent opportunity for you.