What's involved with this role: Temporary PT Casework Support Officer/ Admin - Complaints & Casework TeamReference no:.....
What's involved with this role:
Temporary PT Casework Support Officer/ Admin - Complaints & Casework Team
Reference no: Brent 5248155
Pay Rate: £18.66 per hour PAYE
18 Monday – Friday, 09:00 - 12:30
This opening assignment is for 3 months
City: WEMBLEY, LONDON
Work in the Complaints and Casework team. This is a key role in helping the Council to deliver a high quality complaints and casework service to customers and councillors. Responsible for logging and assigning casework (including complaints and member enquiries) to managers and officers across the Council. You will also be involved in carrying out quality checks of responses to ensure customers and councillors are provided with an adequate response. To this end, you will work with a great team in the Lax and Governance department logging and reviewing casework, and responding to councillors and customers.
Work with colleagues in the team to provide support and guidance across the Council to enable departments to manage casework effectively and meet the associated performance standards. Also work closely with the Leader’s Caseworker and provide cover when necessary. Keen, hardworking individual who is passionate about providing a high level of service to councillors, customers and officers across the Council. Council experience preferred.
Key Responsibilities
Acting as the first point of contact within the Complaints Team, maintaining professional communications with internal and external customers by taking responsibility for all post/telephone queries and handling them as appropriate.
Support the Council’s elected Members with ward-related casework, acting as the first point of contact for members, residents and working with officers and external partners to resolve often sensitive problems.
Responsible for logging all types of casework, including those from the Leader of the Council. Ensure all casework is logged within the specified timescale and to the correct respondent. Communicate with Members and customers, keeping them informed of progress and liaising with departments to ensure responses are sent within the deadline.
Responsible for ensuring all additional information is uploaded to cases as and when received. Communicate with members of the public, face to face, in writing, via e-mail and over the telephone. Deal with all casework in a sensitive and professional way.
Deal with and log all casework received, sending out responses as appropriate, working with colleagues within the team to ensure corporate guidelines and timescales are adhered to.
Use Oracle Financials to raise purchase orders and invoicesand to advise management of any significant discrepancies or failures in financial controls, to identify the causes of exception and take appropriate action to resolve.
Responsible for making compensation payments that have been awarded following stage 2 complaints
Provide ad-hoc minute taking for Complaints meetings ensuring confidentiality at all times.
Assist with the administration of the CYP statutory complaints process. Arranging meetings, panel hearings and the extraction of complaint documents for external investigators.
Carry out quality checks on all types of casework and highlight any concerns to the relevant managers.
NB: Please feel free to apply to us direct via jobs@tclrec.com by quoting the job reference and job title exactly.
To help speed up the process of uploading your CV to the client we would suggest that you send us your CV in Word format (or equivalent) if possible, rather than as a PDF
If you are successful in securing this role, please note that for the entire duration of this contract, regardless of extension you will be working this role at the PAYE rate that has been advertised. For absolute clarity, we only work on a PAYE basis, rather than entertaining umbrella pay terms, we do not offer Ltd/umbrella or outside IR35 rates. If you wish to understand PAYE vs Umbrella more, please let us know and we can send you some additional information for clarity.
Due to the number of CVs being sent to us under current market conditions, we cannot, unfortunately, respond to all applications. If, therefore, you have not heard from us within 3 days please make a working assumption that you have not been shortlisted on this occasion. We will, however, be very happy to receive future applications from you for other roles
Please quote the Job Title & Vacancy Reference No. in your application, or we will be unable to match your CV to the role being applied for.
Other “Essential Requirements” – Please check to ensure that your CV addresses the following items:
**Qualification details and any other experience/skills relevant to the job role to help support your application (and help us to help you!) – please give full details within your CV document.
Knowledge:
Knowledge of standard Office packages e.g. Word, PowerPoint, and Excel.
Good working knowledge of process required to meet legislation, policies and standards of Local Government
Understanding of the need to maintain strict confidentiality of sensitive information and demonstrate political sensitivity and discretion.
Experience:
Experience of following and adapting administrative processes to meet the service’s needs.
Experience of providing business support in a busy environment.
Demonstrable experience of accurate and timely data input and data management ensuring accuracy and confidentiality.
Significant experience of and competency in using standard Office Packages.
Demonstrable experience of acquiring expertise and understanding of a business.
Substantial experience of working in an information sensitive environment.
Experience of using defined business processes and giving guidance on them to colleagues.
Have experience in working in a complaints or member enquiry setting and advising colleagues at all levels within an organisation.
Skills & Abilities:
Excellent oral and written communication skills, with ability to share information clearly and succinctly when under pressure.
Strong time management and multi-tasking skills to meet tight deadlines.
Good motivational skills and be proficient in using information systems and databases to record service information and be able to generate reports as and when required.
Able to use information systems and databases to record service information and generate reports required by the service.
Ability to manage a complex and demanding workload and to prioritise tasks to achieve performance targets.
Ability to communicate effectively in oral and written form with a wide audience including Council staff, members of the public and outside organisations.
Ability to identify and undertake rational solutions to complex tasks.
Ability to plan, prioritise and monitor tasks in a systematic and organised way, supporting a number of Directorates and teams
Competent in all standard office IT packages e.g. Word, PowerPoint, Excel.
ALD
1
Job Ref: Brent 5248155
Anticipated Length of Assignment: Unless otherwise stated (we do carry the occasional permanent vacancy) all of our roles are technically temporary, though opening assignments can be and often are, extended by clients on a longer term basis and can sometimes become permanent.
Please do try to resist contacting us with requests for progress updates.
We really do read every CV sent to us. All applications will be acknowledged by a human, not a robot, provided the job remains live and provided your CV meets the “Essential Requirements” listed.
Please note that we do our level best to take down ads as soon as roles have been filled. We are not in the business of harvesting CVs.
Important: We will interpret your application as being permission to submit your CV to this role (with the right to represent you) unless you advise us to the contrary.
