Salary: £43,615 - £49,523
Grade: Level 3, Zone 2
Location: Holmes Road, NW5 3AP
Contract Type: 12 Months Fixed Term (3 vacancies)
Hours: 36 Hours, Full Time
Closing Date: Friday 20th November 2026 at 23:59
About Camden
‘Camden is building somewhere everyone can thrive, by making our borough the best place to live, work, study and visit. Because we’re not just home to UK’s fast-growing economy. We’re home to the most important conversations happening today. And we’re making radical social change a reality, so that nobody gets left behind. Here’s where you can help decide a better future for us all. The post holder will ensure the provision of an efficient and responsive case management service.
About the role
To be a key component of the Customer Assurance process by undertaking all reviews (including Statutory and LGO reviews), appeals, complaints and senior level MP/member enquiries owning, coordinating, and managing these cases to a successful conclusion by investigating, assessing, and identifying appropriate solutions.
These cases to be progressed in accordance with statutory and corporate deadlines and to comply with all relevant legislation and Council policy ensuring that the main focus is on solving the issues and following up outstanding actions whilst ensuring that all stakeholders, particularly the Councillor and/or customer, are kept informed and updated at all times until the case has been resolved.
To provide advice, as requested by officers, on individual decisions to ensure that they are in line with the policy, statute and case- law relating to the service area supported and, where case outcomes require it, make suggestions to relevant officers that will help ensure that their future decisions are consistent with policy, statute, and case law.
To provide information that contributes to the improvement of the customer experience by ensuring all information relating to progress and outcomes of cases are properly recorded in a timely manner.
All About You
To find out more about what it is like to work at Camden, meet some of our People by visiting 'www.camdenjobs.co.uk/our-stories'.
We are seeking a dedicated Casework Management Officer with a detailed knowledge of Housing Regulations to ensure compliance with legislation. The ideal candidate will stay current through appropriate training courses and possess a confident understanding of statute and case law to effectively discuss cases with customers, advocates, and solicitors, particularly in legal challenges against Council actions or decisions.
A high level of initiative and creativity is required to resolve complex issues promptly. The role demands effective communication skills across various methods, including telephone, email, and written correspondence. The post-holder must demonstrate tact and sensitivity in dealing with a diverse range of customers, some of whom may be distressed or verbally aggressive. Additionally, the ability to manage changing and conflicting priorities, ensuring all cases are handled efficiently and deadlines are met, is crucial.
Teamwork is essential for the delivery of our services. The post-holder must be a strong team player with a positive approach, willing to assist in areas beyond the main duties when necessary. An adaptable and flexible approach is required, often involving collaboration with external agencies to achieve desired outcomes for Councillors and customers.
The post-holder will liaise with various stakeholders to resolve cases, including service users and their representatives, elected members, solicitors, law centres, other advocates, the Central Complaints Unit, the Corporate Records Manager, Customer Assurance leads within each business area, other Housing staff, senior officers in other areas of Camden, LB Camden’s legal, insurance, and FOI teams, external contractors and suppliers, internal contractor operational staff, and other agencies such as major electricity, gas, and water services suppliers.
How To Apply
To apply for this job please follow the "Apply" link. In the ‘Why you?’ section of the application you will be required to demonstrate how you meet the role criteria noted in the Job Profile under the “About You” section.
We strongly encourage applicants to write their applications themselves. While we understand the growing use of AI tools, we believe that personal reflection and authenticity are key to a strong application. Please avoid using AI-generated content when applying.
To view the Job Profile, please click HERE or copy and paste the below URL into your browser:http://camdocs.camden.gov.uk/HPRMWebDrawer/Record/12029149/file/document?inline
What We Offer
At Camden, you’ll receive a host of benefits including:
- 27 days annual leave for new starters, rising to 31 days after 5 years
- Local Government Pension Scheme
- Flexible working opportunities;
- Interest free loans
- Access to our incredible staff networks
- Career development and training
- Wellbeing support and activities
Visit 'www.camdenjobs.co.uk/staff-benefits' for more details.
Inclusion and Belonging
At Camden, we want every colleague to feel they belong and can thrive. We welcome applications from all parts of our community, and particularly encourage people from Black, Asian and Other Ethnic Heritage communities, LGBTQ+ people, disabled and neurodiverse people, survivors of domestic abuse, and those from lower socio-economic backgrounds or with care experience. We know that different voices and perspectives make us stronger, and we are committed to providing the support, adjustments and flexibility people need to succeed. Click here for more information on our commitment.
Asking for Adjustments
At Camden, we are committed to making our recruitment process barrier-free and accessible for everyone. If you need us to do something differently during the application, interview or assessment process, just let us know and we will support you. This could include providing information in an alternative format, extra time in assessments, or adjustments for disabled, neurodiverse or long-term health conditions.
Please contact us on 020 7974 6655, at [email protected] or by post to 5 Pancras Square, London, N1C 4AG. We’ll work with you to make sure the process works for you.
Anonymised Application – in keeping with Camden’s commitment to inclusion the recruitment to this role is anonymised and supports the objective of reducing the impact of unconscious bias.
