Head of Casework

2 weeks ago

London, United Kingdom Advocate Full time

Head of Casework


Job Description and Person Specification



Reporting to: Director of Casework and COO

Line reports: Casework team (12 caseworkers, 1 administrators)


Salary: £42,000


Location: Hybrid working policy with a minimum of two days per week from the London office


Key responsibilities: Responsible for the internal running of the casework service, focussed on delivery, management, and quality control. This includes:

Delivering the casework process

Leading the casework team

Ensuring the operation of casework is effective and efficient

Job description

Management

  • Lead the casework team to deliver the core casework function.
  • Directly line-managing and deliver all aspects of the HR function including recruitment, training, personal development and performance management.
  • Manage the core internal casework function of the charity.
  • Ensuring the casework process is efficient and effective.
  • Answering day-to-day casework queries.
  • Work closely with the caseworkers to manage difficult calls and complaints.


Statistics and Quality Management

  • Managing KPIs for the casework team.
  • Track metrics to analyse casework performance.
  • Oversee the production of casework statistics.
  • Monitor the casework output and quality of the casework team.
  • First port of call for complaints.
  • Handling Subject Access Requests.


Development

  • Identify areas of improvement and together with the Director of Casework and COO to develop.
  • Oversee the execution of the reviewer strategy.

Generally

Undertaking any other responsibilities as reasonably requested by the Director of Casework and COO.



Person specification


Essential Criteria


1. Experience and Knowledge

Experience in managing a team, including recruitment, training, and performance management.

Demonstrated ability to oversee a casework or operational function, ensuring delivery of services to high standards.

Experience handling complaints and managing challenging situations with professionalism.

Knowledge of effective quality control processes and performance monitoring.

Experience in delivering significant organisational change and continuous improvement across a service and to the benefit or service users and staff


2. Skills and Abilities

Excellent leadership and motivational skills, with the ability to guide a team.

Strong organisational skills, with the ability to manage multiple priorities and meet deadlines.

Strong problem-solving skills, with the ability to address operational issues and implement practical solutions.

Experience in data analysis and reporting to inform decision-making and track team performance.

Strong IT skills

Strong communication skills (both verbal and written)

Strategic and system thinking



3. Personal Attributes

A passion for pro bono and access to justice.

Attention to detail and a commitment to maintaining high standards.


Desirable Criteria

Experience in a charity, legal, or casework-focused organisation.

Experience working with vulnerable people or dealing with sensitive situations.



This role profile is not exclusive or exhaustive. It is intended as an outline indication of the areas of responsibility and may be amended in light of the changing needs of the organisation

  • Head of Casework

    1 week ago

    London, United Kingdom Advocate Full time

    Head of Casework Job Description and Person Specification Reporting to: Director of Casework and COO Line reports: Casework team (12 caseworkers, 1 administrators) Salary: £42,000 Location: Hybrid working policy with a minimum of two days per week from the London office Key responsibilities: Responsible for the internal running of the casework...

  • Head of Casework

    2 weeks ago

    London, United Kingdom Advocate Full time

    Head of CaseworkJob Description and Person SpecificationReporting to: Director of Casework and COOLine reports: Casework team (12 caseworkers, 1 administrators)Salary: £42,000Location: Hybrid working policy with a minimum of two days per week from the London officeKey responsibilities: Responsible for the internal running of the casework service, focussed...

  • Head of Casework

    2 weeks ago

    London Area, United Kingdom Advocate Full time

    Head of CaseworkJob Description and Person SpecificationReporting to: Director of Casework and COOLine reports: Casework team (12 caseworkers, 1 administrators)Salary: £42,000Location: Hybrid working policy with a minimum of two days per week from the London officeKey responsibilities: Responsible for the internal running of the casework service, focussed...

  • Head of Casework

    2 weeks ago

    London Area, United Kingdom Advocate Full time

    Head of CaseworkJob Description and Person SpecificationReporting to: Director of Casework and COOLine reports: Casework team (12 caseworkers, 1 administrators)Salary: £42,000Location: Hybrid working policy with a minimum of two days per week from the London officeKey responsibilities: Responsible for the internal running of the casework service, focussed...

  • Head of Casework Operations

    1 week ago

    London Area, United Kingdom Advocate Full time

    The Advocate seeks an experienced Head of Casework Operations to oversee the internal running of its casework service. Reporting to the Director of Casework and COO, this role involves delivering the casework process, leading the casework team, and ensuring the operation is effective and efficient.This position requires strong leadership and motivational...

  • Caseworker

    7 months ago

    London, United Kingdom South London Refugee Association Full time

    Job description **Our organisation**: SLRA is a well established local migrant support organisation working alongside refugees, asylum seekers and other migrants who are at risk or in crisis due to immigration issues. Our committed, supportive team works alongside local volunteers to provide a range of services including advice and casework, Drop In...

  • Caseworker

    7 months ago

    London, United Kingdom South London Refugee Association Full time

    Job description Working alongside the Head of Adult and Family Services, Immigration Advisors and our team of Advice Volunteers, the Caseworker will support clients to positively progress with their lives. The caseworker will be responsible for the delivery of advice, provided over the telephone and in person. The work will focus on immigration advice but...

  • HR Casework

    7 months ago

    London, United Kingdom Ministry of Justice Full time

    Salary - The national salary range is £32,827 - £35,678, London salary range is £37,174 - £40,403. Your salary will be dependent on your base location Number of jobs available - 3 Detail of reserve list - 12 Months Region - National City/Town - National Building/Site - NATIONAL Grade - HEO Organisation Grade for MoJ - HEO Post Type -...

  • Senior Caseworker

    7 months ago

    London, United Kingdom Ministry of Justice Full time

    Salary - £37,174 - £40,403 Number of jobs available - 1 Detail of reserve list - 12 Months Region - London City/Town - London Building/Site - RCJ LONDON, WC2A 2LL Grade - HEO Organisation Grade for MoJ - HEO Post Type - Permanent Working Pattern - Full Time, Part Time, Part Time/Job Share, Flexible Working Role Type - Operational Delivery Job...

  • Senior Caseworker

    5 days ago

    London, United Kingdom Ministry of Justice Full time

    **Senior Caseworker - 54306**£34,262 - £38,373**London**: **Background** The JCIO is an independent statutory body in the Judicial Office which supports the Lord Chancellor and Lord Chief Justice by considering complaints about judicial misconduct. We are a team of 15 staff. This is interesting and important work which directly contributes to public...

  • Prisoner Casework

    5 days ago

    London, United Kingdom HM Prison & Probation Service Full time

    **Details**: **Reference number**: - 219919**Salary**: - £27,072 - £31,529**Grade**: - Executive Officer- Band 4**Contract type**: - Permanent**Type of role**: - Administration / Corporate Support**Working pattern**: - Flexible working, Full-time, Job share, Part-time**Number of posts**: - 2Contents Location About the job **Benefits**: Things you...

  • Casework Administrator

    1 week ago

    London, United Kingdom Elizabeth School of London Full time €25,000 - €28,000

    Company: Elizabeth School of London Job Title: Casework Administrator Employment Type: Full-time (Monday to Friday), Permanent Salary: £25K to 28K (Based on Experience) Location: ON-SITE, Canary Wharf, London, UK (E14 9GE) Department: Registry About Elizabeth School of London Elizabeth School of London (ESL) is a vibrant, collegiate community offering...

  • Casework Administrator

    2 weeks ago

    London, United Kingdom Elizabeth School of London Full time

    Company: Elizabeth School of LondonJob Title: Casework Administrator Employment Type: Full-time (Monday to Friday), PermanentSalary: £25K to 28K (Based on Experience)Location: ON-SITE, Canary Wharf, London, UK (E14 9GE)Department: Registry About Elizabeth School of LondonElizabeth School of London (ESL) is a vibrant, collegiate community offering broad and...

  • Director of Student Casework

    1 month ago

    London, Greater London, United Kingdom SOAS, University of London Full time

    SOAS, University of London is seeking a skilled professional to join our team as Director of Student Casework. This is a key role that requires someone with expertise in managing student complaints, disciplinaries, and academic appeals.The ideal candidate will have excellent leadership and communication skills, and will be able to provide effective...

  • Criminal Appeal Caseworker

    7 months ago

    London, United Kingdom Ministry of Justice Full time

    Salary 1 - £31,169 - £32,760 Number of jobs available 1 - 1 Detail of reserve list 1 - 12 Months Region 1 - London City/Town 1 - London Building/Site 1 - London CTS Royal Courts of Justice, WC2A 2LL Grade 1 - EO Organisation Grade for MoJ 1 - EO Post Type 1 - Permanent Working Pattern 1 - Full Time, Part Time, Part Time/Job Share, Flexible...

  • Casework Administrator

    2 weeks ago

    London Area, United Kingdom Elizabeth School of London Full time

    Company: Elizabeth School of LondonJob Title: Casework Administrator Employment Type: Full-time (Monday to Friday), PermanentSalary: £25K to 28K (Based on Experience)Location: ON-SITE, Canary Wharf, London, UK (E14 9GE)Department: Registry About Elizabeth School of LondonElizabeth School of London (ESL) is a vibrant, collegiate community offering broad and...

  • Casework Administrator

    2 weeks ago

    London Area, United Kingdom Elizabeth School of London Full time

    Company: Elizabeth School of LondonJob Title: Casework Administrator Employment Type: Full-time (Monday to Friday), PermanentSalary: £25K to 28K (Based on Experience)Location: ON-SITE, Canary Wharf, London, UK (E14 9GE)Department: Registry About Elizabeth School of LondonElizabeth School of London (ESL) is a vibrant, collegiate community offering broad and...

  • Casework Support Administrator

    11 hours ago

    London, United Kingdom SSAFA Full time

    A fantastic opportunity has arisen for a Casework Support Administrator to join the Specialist Services team at SSAFA, the Armed Forces charity. This is an excellent opportunity for an applicant with strong IT skills who can navigate our casework management system who can in turn provide top quality customer service when supporting our casework operations...

  • Casework Coordinator

    2 weeks ago

    London, Greater London, United Kingdom Royal Borough of Greenwich Full time

    A world heritage site, our borough boasts a rich history and cultural significance. As a Casework Coordinator, you will play a vital role in supporting residents and helping them navigate local government services.The ideal candidate will have excellent communication skills, enjoy problem-solving, and have a passion for public service. We offer a supportive...

  • Casework Officer

    1 week ago

    London, United Kingdom Elizabeth School of London Full time €30,000 - €35,000

    Company: Elizabeth School of London Job Title: Academic Standards and Student Casework Officer Employment Type: Full-time (Monday to Friday), Permanent Salary:£30k to £35K (Based on experience) Location: ON-SITE, Canary Wharf, London, UK (E14 9GE) Department: Registry About Elizabeth School of London Elizabeth School of London (ESL) is a vibrant,...