Casework Support Officer

7 months ago

London, United Kingdom iWork Recruitment Limited Full time

Contract to start on 07-05-24 until 04-08-24 with a possible extension.

**Job Purpose**:
To work within defined guidelines to assist in the delivery of a high quality complaints and casework service to customers, Members and Client Officers.

Evaluate customer complaints and enquiries, identify the most appropriate means of managing them and advise the relevant service accordingly.

Administer the Complaints and Member enquiries mailbox and phone service.

To provide efficient and professional administrative and financial support.

To develop a good business relationship and network across the Client and support colleagues within the Complaints Team in helping departments to manage complaints effectively and meet the associated performance standards.

**Principal Accountabilities and Responsibilities**:
Acting as the first point of contact within the Complaints Team, maintaining professional communications with internal and external customers by taking responsibility for all post/telephone queries and handling them as appropriate.

Support the Client’s elected Members with ward-related casework, acting as the first point of contact for members, residents and working with officers and external partners to resolve often sensitive problems.

Responsible for logging all types of casework, including those from the Leader of the Client.

Ensure all casework is logged within the specified timescale and to the correct respondent.

Communicate with Members and customers, keeping them informed of progress and liaising with departments to ensure responses are sent within the deadline.

Responsible for ensuring all additional information is uploaded to cases as and when received.

Deal with and log all casework received, sending out responses as appropriate, working with colleagues within the team to ensure corporate guidelines and timescales are adhered to.

Use Oracle Financials to raise purchase orders and invoicesand to advise management of any significant discrepancies or failures in financial controls, to identify the causes of exception and take appropriate action to resolve.

5248155-04-24

**Job Type**: Part-time

Pay: £18.66 per hour

Work Location: In person

Reference ID: 5248155-04-24

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