Role and responsibilities of the Case Worker:

• Deal with large numbers of standard queries, as well as assisting on more complex cases from members of the public by phone, email, social media or face to face
• Draft responses to constituents
• Ensure that each case is dealt with promptly, sensitively, confidentially and accurately in accordance with the MP
• Gather relevant information to assist with resolving cases
• Log all cases; monitor progress and ensure all identified actions are taken
• Manage and monitor social media enquiries, dealing with cases that do not need to be transferred to a higher level. Ensure all enquiries are dealt with in a timely manner
• Retain records and information confidentially and in line with data protection legislation
• Some work outside of the normal working hours, particularly for MP advice surgeries, and occasional work travel

Essential skills
• Ability to deal with and prioritise a large and varied caseload, and work well under pressure
• Ability to manage expectations in sometimes challenging circumstances
• Excellent interpersonal and written communication skills
• Good IT skills including MS Office, familiarity of social media platforms
• Ability to draft letters and emails to a high professional standard
• Ability and willingness to develop knowledge in specialist areas
• Ability to work independently as well as effectively as part of a small team
• Discretion and empathetic professionalism
• Sympathetic and supportive of the aims, values and objectives of the Liberal Democratic Party

Desirable skills

• Previous casework or customer service experience
• Understanding of the issues facing people in the Scottish Highlands
• Full driving licence

This position is for 24 hours per week, working from the Inverness consttieuncy office, working hours are flexible and will be discussed and agreed with the successful candidate on appointment.