We are looking to hire someone who can help improve how we deliver casework – through better monitoring and reporting – whilst also working with the team to identify wider trends in our casework to help inform the MP’s local campaigns, policy work and stakeholder engagement.

You don’t have to have worked for an MP before, but you must have prior experience in handling customer enquiries at volume, and working with complex and sensitive casework issues.

This part-time role will support the work of two full-time caseworkers and help lead the casework team.

Key responsibilities

Casework oversight and quality assurance

• Support management in providing oversight of the office’s casework processes
• Monitor open casework, to ensure that cases are being managed appropriately. 
• Help ensure that casework records are properly maintained.
• Review and improve systems for triaging, recording and progressing casework.
• Help ensure the office follows appropriate standards on confidentiality, data protection and safeguarding.
• Handle a caseload of complex or priority cases where required.
• Provide advice and guidance to colleagues on casework handling.
• Help develop templates, standard responses and internal guidance where appropriate.
• Support the office to manage workload and deadlines.
• Contribute to regular casework reviews and team discussions.
• Assist with identifying and progressing training needs.

Analysis and campaign links

• Identify patterns, themes and recurring issues arising from constituency casework.
• Produce briefings for the MP and office team on emerging casework trends.
• Link casework evidence to the MP’s wider campaigns, priorities and parliamentary work.

Skills and experience

• Experience managing complex public- facing enquiries and processes
• Ability to improve administrative processes, including triaging, recording, monitoring and progressing casework.
• Good understanding of confidentiality, data protection and safeguarding, and the ability to apply these appropriately in a busy office.
• Ability to support colleagues with complex or sensitive cases, offering practical guidance
• Ability to identify patterns and wider themes from individual casework.
• Ability to work independently and contribute constructively as part of a small team.
• Understanding of the issues affecting Suffolk Coastal.