Deal with daily queries from members of the public by phone, in person, email or letter, taking the appropriate initial action to resolve, document or escalate their concerns or enquiries and, if necessary, track progress.

• Competent use of IT including casework management systems, Microsoft Office package, email, internet.
• Gather relevant information from constituents in order to progress or close the case.
• Ensure records of contact with constituents are kept, with details of each case by adhering to the Data Protection Act principles and respect the confidentiality of data at all times.
• Ensuring all cases are logged updated with any actions taken and outstanding queries are followed up, with urgent cases reported to the Senior Caseworker.
• Draft casework letters on any issues raised on behalf of the Member in line with agreed standards.
• Ability to communicate appropriately with internal and external contacts.
• Maintain an up-to-date knowledge of relevant guidelines/legislation as appropriate in dealing with casework.
• Organise and assist with surgeries to assist the Member in dealing with constituents’ issues.

Person Specification and Experience

• Tactful and sensitive in dealing with constituent enquiries with an ability to prioritise.
• Systematic and organised.
• Able to work as part of a team while being able to work on own initiative.
• Good standard of English.
• Previous experience as a caseworker desirable, but not essential, either in an MP's office or an advisory service such as the CAB.

This is a part-time position covering 3 days.