Associate (Casework)

Morgan Hunt Recruitment; Birmingham; Hybrid; GBP 27,000 - 37,000; Full time

Job summary

Morgan Hunt are recruiting on behalf of a National Regulatory Body for an interim Associate (Casework) on a 12-month fixed-term contract, with potential for extension. This role covers licensing, complaints and investigations, demanding rigorous case management and evidence-based conclusions.

The successful candidate will manage a varied caseload, engage with stakeholders, and contribute to regulatory compliance, customer service, and continuous improvement.

Qualifications

• Experience managing a varied caseload within regulatory, legal, investigative, licensing, complaints or similarly structured environment.
• Ability to gather and analyse complex information to reach evidence-based conclusions.
• Understanding of regulation and/or the utilities sector is advantageous.

Responsibilities

• Manage a varied caseload of customer enquiries, complaints and disputes and licensing applications.
• Lead the resolution of customer disputes and complaints in line with processes and governance.
• Assess licensing applications and provide evidence-based recommendations.
• Gather and analyse information from multiple sources to support robust decision-making.
• Maintain accurate case records and document relevant information.

Skills

Regulatory casework

Legal/regulatory knowledge

Stakeholder engagement

Analytical thinking

Customer service

Job description

Morgan Hunt are currently working with a NationalRegulatory Body in their search for an interim Associate (Casework) to join their Casework function on an initial 12-month fixed-term contract, with potential for a further 12-month extension.

This is an excellent opportunity for an experienced casework, regulatory and legal professional to join a high-profile organisation and work on a varied caseload involving customer enquiries, complaints, disputes and licensing activity.

As an Associate, you will play an important role in helping to ensure that organisations operating within a regulated sector meet their obligations, while ensuring customers and stakeholders receive a high-quality and effective service. You will work across licensing and complaints, enquiries and disputes activity, managing cases from initial enquiry through to resolution and making evidence-based recommendations.

The role will involve gathering and analysing information, assessing complex issues, engaging with a wide range of internal and external stakeholders, and working within established legal and regulatory frameworks. You will also have the opportunity to contribute to continuous improvement by identifying trends, sharing learning and helping to develop more effective ways of working.

The successful candidates will have strong case management and organisational skills, alongside experience working with customers or stakeholders and the ability to assess and analyse information to reach well-reasoned, evidence-based conclusions. An understanding of regulation, utilities or a similarly regulated environment would be highly advantageous.

Job Title

Associate (Casework)

Location

Hybrid Working (Average 2 days per month in London or Birmingham Office)

Salary

£32,000 per annum

Contract

12-month Fixed-Term Contract (potential extension for a further 12 months)

Hours

Full-time, 37.5 hours per week

Key Responsibilities

• Manage a varied caseload of customer enquiries, complaints, disputes and licensing applications.
• Lead the resolution of customer disputes, enquiries and complaints in line with relevant processes and governance requirements.
• Assess licensing applications and make evidence-based recommendations.
• Gather, assess and analyse complex information from a range of sources to support robust decision-making.
• Present clear, concise and objective conclusions and recommendations, both in writing and verbally.
• Engage with customers and stakeholders to understand issues, gather information and provide appropriate and timely responses.
• Handle difficult or sensitive conversations with customers and stakeholders professionally and effectively.
• Maintain accurate and up-to-date case records and ensure relevant information is appropriately documented.
• Work collaboratively with internal colleagues and subject matter experts to ensure cases are considered thoroughly and progressed effectively.
• Identify, assess and elevate risks where appropriate.
• Manage competing priorities and deadlines while maintaining high standards of accuracy and quality.
• Identify trends, lessons learned and opportunities to improve processes and ways of working.
• Keep up to date with relevant regulatory developments and wider issues affecting the organisation's work.
• Contribute positively to the wider team, sharing knowledge and supporting colleagues through changing workloads and priorities.

Candidate Profile

• Experience managing a varied caseload within a regulatory, legal, investigative, licensing, complaints or similarly structured environment.
• Experience gathering and analysing complex information to reach evidence-based conclusions and recommendations.
• An understanding of regulation and/or the utilities sector.
• Strong customer service and stakeholder engagement skills, including the ability to handle difficult or sensitive conversations.
• Experience working within legal, regulatory or established policy frameworks.
• Strong organisational skills, with the ability to plan, prioritise and manage competing workloads and deadlines.
• Excellent attention to detail and experience maintaining accurate case records.
• Strong written and verbal communication skills, with the ability to convey complex information clearly to different audiences.
• The ability to identify, assess and elevate risks appropriately.
• A collaborative approach, with the confidence to work with internal and external stakeholders to achieve a common objective.
• A proactive and adaptable approach, with a genuine interest in continuous improvement.

Why Apply?

This is a fantastic opportunity to join a high-profile regulatory organisation at an important time for the sector, working on varied and meaningful casework with a direct impact on customers and stakeholders.

You will also join a collaborative team where there is a strong focus on learning, knowledge sharing and continuous improvement. The organisation operates a flexible hybrid model, with office attendance primarily required for team meetings, training and other face-to-face activity.

If you are an experienced casework professional with strong analytical, customer service and stakeholder engagement skills, and are interested in developing your career within a regulatory environment, this could be an excellent opportunity for you.

Morgan Hunt is an equal opportunities employer. Job suitability is assessed on merit in accordance with the individual's skills, qualifications and abilities to perform the relevant duties required in a particular role.