You will be working as part of a close-knit team to help ensure the smooth running of Matt’s constituency office. You will help to manage the large volume of constituency cases that Matt receives and ensure constituents are given a first-rate service on a variety of personal and local issues.

These are permanent positions subject to satisfactory completion of a six-month probationary period.

MAIN DUTIES

• Deal with enquiries from the public, by phone, letter, e-mail and in person, logging enquiries on Caseworker software and taking appropriate action to resolve or escalate concerns/enquiries.
• Provide advice and support to constituents on a variety of issues, including complex casework, working with Government departments, external agencies and voluntary sector organisations to resolve matters.
• Respond to all enquiries in a timely, comprehensive and professional manner.
• Attend surgeries as required by Matt and support community engagement activities (occasional weekend and evening work will be required).
• Ensure cases are dealt with in a confidential and sensitive manner and make sure that records of contact are kept whilst adhering to the Data Protection Act.
• Other duties will involve drafting letters and reports and maintaining the electronic and manual filing systems and undertaking other duties within the constituency office as required.

PERSON SPECIFICATION

• Previous casework experience essential.
• As one of the first points of contact in the office you must have a pleasant telephone manner with the confidence to deal effectively with constituents, outside bodies and politicians. For the Senior Caseworker position, staff management experience essential.
• Strong organisational and administrative skills with an emphasis on accuracy and attention to detail.
• The ability to empathise with constituents and relate well to people, communicating effectively, both in writing and verbally, to identify constituents’ issues, investigating them and responding appropriately.
• Good IT skills including use of the Microsoft Office suite. Experience of Caseworker software desirable (although training will be given).
• Ability to work independently and as part of a team and be able to manage a large caseload.
• Sympathetic to the ideals of the Labour Party.