Casework Manager (Family Liaison and Specialist Casework)

UK Dementia Research Institute; London; On-site; GBP 40,000 - 60,000; Full time

Job summary

An established industry player is seeking a dedicated Casework Manager to join their Student Support and Wellbeing Services team. This pivotal role involves coordinating responses to serious incidents affecting students and their families, ensuring exceptional customer care throughout. The ideal candidate will possess strong communication and interpersonal skills, with a proven ability to manage sensitive cases effectively. With a commitment to equality and diversity, this innovative organization offers a supportive environment where your contributions will make a real difference. If you are passionate about providing quality services and thrive in challenging situations, this opportunity is perfect for you.

Benefits

41 Days holiday

Annual leave purchase scheme

Defined benefit pension scheme

Cycle to work scheme

Season ticket loan

On-site gym

Enhanced maternity and paternity pay

Employee assistance programme

Qualifications

• Experience in supporting sensitive and complex cases with a customer-focused approach.
• Excellent verbal and written communication skills are essential.

Responsibilities

• Coordinate responses to serious incidents affecting students and their families.
• Provide exceptional customer care and support to diverse individuals.

Skills

Customer Care

Communication Skills

Interpersonal Skills

Task Prioritization

Stress Management

Job description

Casework Manager (Family Liaison and Specialist Casework)

UCL Student Support and Wellbeing Services (SSWS) provides information, advice and welfare support for all registered students, including delivery of related student events. The Student Support and Enquiries Team has been awarded the Customer Service Excellence Accreditation, recognising that the customer service the team provides is of an exceptional standard. The team comprises customer care professionals who provide information, advice and support to all registered students.

About the role

The Casework Manager (Family Liaison and Specialist Casework) is a key member of the wider Student Support and Wellbeing Services Team. The postholder has a pivotal role in working with key stakeholders across UCL and will be responsible for coordinating the department's response to serious incidences and traumatic events that impact both students as well as their families and trusted contacts.

Your application must include a CV and supporting statement and it will be assessed on how well you evidence the essential and desirable criteria in the job description.

We are seeking an individual who is passionate about providing exceptional customer care. We require a candidate with experience supporting highly sensitive and complex cases with a focus on delivering quality services and a customer-focused outcome. You will have excellent communication skills, both verbal and written, together with excellent interpersonal skills, with the ability to liaise with a diverse range of people in a discreet and diplomatic manner. You must be effective in prioritising tasks whilst managing a demanding workload and be able to remain calm under pressure, for example when dealing with challenging and stressful situations.

What we offer

As well as the exciting opportunities this role presents, we also offer some great benefits some of which are below:

• 41 Days holiday (27 days annual leave, 8 bank holidays, and 6 closure days)
• Additional 5 days’ annual leave purchase scheme
• Defined benefit career average revalued earnings pension scheme (CARE)
• Cycle to work scheme and season ticket loan
• Relocation scheme for certain posts
• On-site gym
• Enhanced maternity, paternity and adoption pay
• Employee assistance programme: Staff Support Service

Our commitment to Equality, Diversity and Inclusion

As London’s Global University, we know diversity fosters creativity and innovation, and we want our community to represent the diversity of the world’s talent. We are committed to equality of opportunity, to being fair and inclusive, and to being a place where we all belong.

We therefore particularly encourage applications from candidates who are likely to be underrepresented in UCL’s workforce.

These include people from Black, Asian and ethnic minority backgrounds; disabled people; LGBTQI+ people; and for our Grade 9 and 10 roles, women.

You can read more about our commitment to Equality, Diversity and Inclusion here.