Senior Casework Support Assistant

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.

About The Role

The Customer Solutions team is offering a six-month fixed-term employment opportunity for the post of Senior Casework Support Assistant.

This position is to assist the Customer Solutions Support & Performance Manager with the end-to-end management of Ombudsman cases, including the logging and monitoring, preparing evidence bundles and the tracking of orders, ensuring that all procedural and regulatory requirements are met.

The post holder will be responsible for:

• Systematically documenting and updating all cases received from the Housing Ombudsman, Local Government and Social Care Ombudsman, or the Regulator for Building Safety, ensuring data integrity and accessibility for audit and review purposes.
• Efficiently utilising Microsoft Excel to compile various datasets, and applying data cleansing techniques to ensure the accuracy and reliability of the information.
• Aggregating and compiling requested evidence and records, adhering to stringent information governance protocols to fulfil requests from regulatory bodies.
• Recording orders and recommendations from determinations, tracking outstanding actions, and compiling the necessary documentation to evidence compliance with orders.
• Conducting in-depth case reviews, applying analytical frameworks to extract actionable insights and identify learning opportunities from determinations issued by regulatory authorities.
• Look at the case determinations to find patterns and trends and assisting the Customer Solutions Support & Performance Manager to create reports that show these patterns and what we can learn from them as an organisation.
• Keeping up to date with industry updates and publications and sharing these with the wider team and other services as appropriate.

For further information or for an informal conversation about the post, please contact:

Benjamin Moloney, Customer Solutions Support & Performance Manager

[email protected]

Working for the team, service and our organisation

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!

Recruitment information

It is the policy of Islington Council that no user of service, present or future employee or job applicant receives less favourable treatment on the grounds of their sex, perceived or actual sexual orientation, marital status, race, religion or belief, age, creed, colour, nationality, national origin, ethnic origin, or disability, or on the grounds of their association with someone in one of these groups; nor is disadvantaged by any conditions or requirements which cannot be shown to be justified. We welcome applications from Black and Minority Ethnic candidates and acknowledge our responsibility to mitigate against racial discrimination.

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.

We are committed to safeguarding and promoting the welfare of children, young people and vulnerable adults, and expects 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.

The post is subject to 3 years referencing.

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.