Main duties

• 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. Ongoing communication may be required
• Log all cases; monitor progress and ensure all identified actions are taken
• Analyse patterns of enquiries and produce reports
• Assist surgeries and other meetings and follow up as appropriate
• Attend constituency meetings as appropriate
• Draft responses to constituents
• Ensure records are kept and information managed confidentially in line with the data protection legislation.
• 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
• Retain records and information confidentially and in line with the Data Protection Act
• Open, handle and assign all incoming emails and letters from constituents on our casework management software
• When applicable, help to manage visits to relevant organisations and manage the diary appropriately
• There may be a requirement for the role holder to work outside of the normal working hours and travel for work occasionally
• Ability to accommodate unsocial hours occasionally
• To undertake additional duties as required, commensurate with the level of the job.

Skills required

• Good listener with empathetic skills
• Asking the right questions to find out about client’s needs
• Ability to analyse needs and circumstances
• Gaining trust of people from all backgrounds
• Be non-judgemental and avoid imposing solutions
• Be able to act quickly and calmly in potential difficult situations
• Flexibility and adaptability
• Excellent research skills
• Excellent communication skills both written and verbal
• Excellent organisational skills
• Tenacious attitude with a commitment to getting the best outcome for every person
• Good knowledge of office based IT systems and administrative tasks. Able to work individually and as part of a team.
• Strong interpersonal skills and ability to work within a sensitive and public facing role
• Sympathetic to Liberal Democrat values

Flexible and Hybrid working: We will consider applications that require Flexible working patterns and hybrid working on request, please add your requirements in your covering letter