Job Description

Are you a highly organised professional with excellent communication skills and a passion for public service? The London Borough of Hackney is seeking a Member Caseworker to join our dynamic team.

In this vital role, you will provide a high-quality service for the Mayor, Cabinet, ward Members, and local Members of Parliament in dealing with enquiries from a range of sources. You will act as a primary point of contact for elected Members, helping them navigate and resolve complex enquiries from residents, while ensuring the Council's standards and policies are consistently met.

As a Member Caseworker, your day-to-day duties will include:

• Casework Management & Triage: Ensuring all incoming enquiries into the Member Enquiry team are recorded and logged, and triaging them to ensure effective prioritisation.
• Quality Assurance: Working with council officers to ensure they investigate and respond within agreed deadlines, and quality-assuring draft responses to maintain a high standard.
• Complex Case Resolution: Taking responsibility for the resolution of complex and/or cross-cutting cases, including engaging with Council services and arranging site visits as required.
• Member Support & Liaison: Serving as the first point of contact for Members, assisting with enquiries, keeping them updated on case progress, and representing them in corporate discussions.
• Community Engagement: Attending events across the borough at which Members meet with residents to respond to enquiries face-to-face and record casework details.
• Systems & Reporting: Creating, developing, and maintaining effective IT systems to track enquiries, and assisting with the preparation of performance reports for senior leadership.
• Collaboration: Working closely with local MP offices and other Council casework officers to ensure consistency, prevent duplication of investigative work, and adhere to Council policy.
  
  

We are looking for a proactive, resilient individual who thrives under pressure and can work effectively with both Council officers and politicians.

• Investigative skills and a methodical approach to dealing with enquiries.
• Excellent communication skills, including the ability to communicate tactfully with a wide range of residents, council staff, and others.
• Excellent written skills, including the ability to draft briefings, reports, and correspondence on behalf of Members.
• Strong IT skills with the ability to use computerised office systems, including Google suite and casework systems.
• Ability to organise and prioritise duties, work calmly under pressure, and act on your own initiative.
• Ability to motivate staff to deliver service improvements and meet strict casework deadlines.
  
  

• Experience dealing with members of the public and managing difficult customer situations.
• Experience drafting high-quality correspondence, briefings, and reports.
• Experience achieving success and service improvements in the field of customer complaints.
• Experience working in a similar environment alongside officers and politicians, handling sensitive and confidential issues.
• Awareness and understanding of the effects of discrimination and exclusion, with a commitment to promoting inclusion and equality of opportunity.
  
  

• Flexible Hybrid Working: Benefit from a modern work-life balance with a blend of home working and time spent at Hackney Town Hall.

Hackney Council is committed to promotional equality and equal opportunities. All duties must be carried out in accordance with our equalities and Health & Safety policies.

Commercial Services Trading Ltd is acting as an Employment Business in relation to this vacancy.