OR122533 – Case Management Officer (L3Z2) – Admin & Clerical

Camden Council; Greater London; On-site; GBP 24,000 - 34,000; Full time

Job summary

Carrington Blake Recruitment is seeking a Housing Complaints Case Manager to oversee complex housing-related complaints, appeals and statutory reviews. You will manage a demanding caseload, investigate enquiries, and ensure timely, fair resolutions in line with legislation and council policies.

You will liaise with MPs, Councillors, residents and external agencies, produce clear written responses and reports, and monitor deadlines to ensure statutory timeframes are met.

Qualifications

• GCSE English at least grade C/4 or equivalent.
• Experience handling complex housing complaints or casework.
• Understanding of data protection, FOI and health & safety regulations.
• Experience in housing or social care environment.

Responsibilities

• Manage a caseload of housing complaints, appeals and statutory reviews.
• Investigate complex enquiries and identify solutions.
• Respond to MP and Councillor enquiries and provide timely updates.
• Liaise with Housing Managers, Legal Services, contractors and external agencies.
• Update residents and stakeholders on case progress and outcomes.
• Review council decisions for compliance with legislation and policies.
• Prepare written responses, reports and casework updates.
• Monitor deadlines to ensure statutory timescales are met.

Skills

Complex Case Management

Housing Legislation

Stakeholder Management

Written Communication

Customer Service

Data Protection

Education

GCSE English

Housing qualifications beneficial

Tools

Complaints Management System

Job description

Work Pattern: 36 hours per week

PAYE Pay Rate: £20.96 per hour

Main Purpose of the Role

To manage and investigate complex housing-related complaints, appeals, statutory reviews and enquiries from MPs and Councillors. The postholder will ensure cases are handled efficiently, fairly and in line with housing legislation, council policies and statutory deadlines.

The role involves taking ownership of cases, identifying solutions, advising officers and keeping residents and stakeholders informed until issues are resolved.

Typical Day Overview

• Managing a caseload of housing complaints, appeals and statutory reviews.
• Investigating complex customer enquiries and identifying appropriate solutions.
• Responding to MP, Councillor and senior-level member enquiries.
• Liaising with Housing Managers, Legal Services, contractors and external agencies.
• Updating residents and stakeholders on case progress and outcomes.
• Reviewing council decisions to ensure compliance with legislation and policies.
• Preparing written responses, reports and casework updates.
• Monitoring deadlines and ensuring cases are resolved within statutory timescales.
• Occasionally visiting residents’ homes and attending property inspections or site meetings.

Key Skills and Responsibilities

• Complex Case Management: Managing housing complaints, appeals, reviews and escalated enquiries.
• Housing Legislation: Understanding housing regulations, statutory requirements, policies and case law.
• Complaint Investigation: Investigating complex cases, analysing information and recommending solutions.
• Stakeholder Management: Liaising with Councillors, MPs, residents, solicitors, managers and contractors.
• Customer Service: Handling sensitive and challenging situations professionally and empathetically.
• Written Communication: Producing clear, concise reports, formal responses and correspondence.
• Problem Solving: Making informed decisions and resolving complex housing-related issues.
• Workload Management: Managing competing priorities and meeting strict statutory deadlines.
• Legal Liaison: Working with legal teams and responding to challenges against council decisions.

Essential Qualifications and Requirements

• Good standard of general education to GCSE level, including English Language.
• Relevant housing qualifications are beneficial.
• Detailed understanding of housing and social care legislation, case law, policies and procedures.
• Experience handling complex customer complaints, enquiries or casework.
• Experience working within a housing or social care environment.
• Strong knowledge of customer service and case management processes.
• Understanding of Data Protection legislation, Freedom of Information and Health & Safety regulations.
• Excellent written and verbal communication skills.
• Strong analytical, negotiation and problem-solving abilities.
• Ability to work independently and manage a demanding caseload.
• Experience working with a diverse range of customers and stakeholders.

Desirable Experience

• Previous local authority or council experience.
• Experience using a Member Enquiries or Complaints Management System.
• Knowledge of Camden Housing policies and procedures.
• Experience dealing with MP and Councillor enquiries.
• Experience working with solicitors, legal representatives and housing contractors.