Case Management Officer

We are seeking a dedicated Case Management Officer to ensure the provision of an efficient and responsive case management service. The successful candidate will be a key component of the Customer Assurance process, undertaking reviews, appeals, complaints, and senior-level MP/member enquiries. They will own, coordinate, and manage these cases to a successful conclusion by investigating, assessing, and identifying appropriate solutions.

The ideal candidate will have a detailed knowledge of Housing Regulations and stay current through appropriate training courses. They will possess a confident understanding of statute and case law to effectively discuss cases with customers, advocates, and solicitors. A high level of initiative and creativity is required to resolve complex issues promptly. Effective communication skills across various methods, including telephone, email, and written correspondence, are essential.

The post-holder must demonstrate tact and sensitivity in dealing with a diverse range of customers, some of whom may be distressed or verbally aggressive. Additionally, the ability to manage changing and conflicting priorities, ensuring all cases are handled efficiently and deadlines are met, is crucial.

Teamwork is essential for the delivery of our services. The post-holder must be a strong team player with a positive approach, willing to assist in areas beyond the main duties when necessary. An adaptable and flexible approach is required, often involving collaboration with external agencies to achieve desired outcomes for Councillors and customers.

The post-holder will liaise with various stakeholders to resolve cases, including service users and their representatives, elected members, solicitors, law centres, other advocates, the Central Complaints Unit, the Corporate Records Manager, Customer Assurance leads within each business area, other Housing staff, senior officers in other areas of Camden, LB Camden’s legal, insurance, and FOI teams, external contractors and suppliers, internal contractor operational staff, and other agencies such as major electricity, gas, and water services suppliers.

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