Key responsibilities
• Assist constituency surgeries and other meetings and follow up as appropriate.
• Manage large numbers of standard queries, assist on more complex cases from members of the public by phone, email, social media or face to face. Ongoing communication may be required.
• Gather relevant information to assist with resolving cases.
• Consult with government agencies, voluntary sector and others to resolve constituency matters.
• Log all cases; monitor progress and ensure all identified actions are taken.
• 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.
• Analyse patterns of enquiries and report them to the Senior Caseworker.
• Assist with the work of other colleagues as required and feedback escalations.
• Competent use of IT, including casework management systems, Microsoft Office package, email and internet, to perform all duties.

Person Specification
• Experience of a public facing customer service or casework role.
• Interest and willingness to learn about relevant casework areas including education, welfare, immigration, housing and health.
• Polite, confident and empathetic approach to public engagement.
• Well organised and able to prioritise, plan and respond to a high volume of diverse work.
• Good verbal and written communication skills are essential.
• Highly motivated individual, who can manage and prioritise a demanding workload, take initiative and meet deadlines.
• Use creative thinking to problem solve.
• Reliable, diligent and professional in always representing the MP and office.
• Able to build relationships with key stakeholders.
• Sympathetic to the aims and values of the Labour Party.

All flexible working options will be considered. 

There may be a requirement for the role holder to work outside of the normal working hours and travel for work occasionally.