We are looking for a Senior Caseworker to join our team. The successful candidate will be well organised, able to demonstrate previous experience of managing a caseload in an MP’s office and be able to liaise with external stakeholders to progress casework. They will have oversight of and be responsible for the work of another caseworker.

Key responsibilities

• Deal with large numbers of queries, as well as very complex cases from members of the public by phone, email and in person
• Ensure that all cases and decisions are properly documented and monitored
• Draft and send responses to constituents, Ministers, other organisations
• Ensure records are kept and information managed confidentially in line with data protection legislation
• Ensure cases are dealt with promptly, sensitively, confidentially and accurately
• Gather relevant information to assist with resolving cases
• Ensure timely progress of cases and all identified actions are taken
• Organise advice surgeries and follow up with appropriate action
• Monitor and report on casework trends
• Occasionally work outside normal hours
• Take overall responsibility for output of casework
• Maintain an up to date knowledge of relevant policy and legislation
• Provide general administrative support

Skills and Experience

• Excellent organisational skills and experience of managing an MP’s casework
• Good communication skills, including written and spoken English, and ability to interact professionally at all times
• Excellent interpersonal skills and ability to communicate sensitively and compassionately, often with vulnerable people
• Work independently and an effective member of a small team
• Ability to maintain confidentiality and behave with discretion
• Can work on own initiative and understand when cases should be escalated
• Good IT skills and experience of Caseworker software