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Mayoral Casework Officer

Job Description

Job Description

The ideal candidate will have experience in casework (mayoral/mps/organisational) or in handling complaints as the local council will need the successful candidate to pick up the high volume of queries that the Mayor's office receives straightaway.

To be responsible for dealing effectively with complaints and Mayoral casework.

To be familiar with all aspects of the work of the team, legislation, guidance and protocols

To provide advice and guidance to staff, stakeholders and members of the public on all aspects of work covered by the team

General

To be responsible for dealing effectively with complaints and Mayoral casework.

To be familiar with all aspects of the work of the team, legislation, guidance and protocols

To provide advice and guidance to staff, stakeholders and members of the public on all aspects of work covered by the team

Complaints

To be responsible for dealing with casework effectively which will include: 1. processing and managing casework 2. ensuring that casework is properly logged and tracked 3. undertaking thorough and detailed investigations of casework about Council Services and partners. This may include corporate, and /or specialist area such as social care complaints 4. researching background details to casework and conduct interviews with members of the public, council officers and stakeholders and organise site visits where necessary 5. preparing responses and ensure implementation of solutions 6. evaluating the case and producing a detailed response 7. taking and ensuring follow up action is taken and the customers are kept up to date with progress and are aware of the options if they are dissatisfied

Service Development 1. To draft comprehensive and high quality letters and reports. 2. To resolve day to day queries including complex cases.

General 1. To take measures to support the necessary cultural change within the Council. To highlight areas where support is most needed and to take action. 2. To meet deadlines and take practical interventions where appropriate 3. To on your own and be flexible in working arrangements and in supporting team colleagues 4. To carry out any other duties in line with the purpose and grade of the job or within the competence of the post holder as may be reasonably required from time to time. 5. Carry out the above tasks with minimal supervision 6. To investigate and report on complex cases allocated to the post holder by the Resolution Manager 7. To produce statistical information if required

Application Description

By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explains how we will use your information - please copy and paste the following link in to your browser https://www.adecco.co.uk/candidate-privacy

To speak to a recruitment expert please contact Sascha Hilder

Employer Description

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.