Senior Caseworker and Team leader

House of Commons; Wokingham; On-site; GBP 32,000 - 42,000; Full time

Job summary

House of Commons in the United Kingdom is seeking an experienced caseworker to manage a diverse constituency caseload, draft correspondence, and support MP activities. You will analyse enquiry patterns, maintain confidential records, and work across departments to resolve issues for constituents.

The role requires strong organisational skills, empathy, and excellent communication abilities, with experience in administrative and advisory work valued.

Qualifications

• Previous casework, advice work, administrative or customer service experience.
• Ability to understand complex issues across multiple policy areas.
• Ability to manage a demanding workload and prioritise effectively.
• Strong organisational skills and close attention to detail.
• Empathetic approach and strong interpersonal skills.
• Excellent written and verbal communication skills.
• Good IT skills, including Microsoft Office and googledrive.
• Ability to work independently and as part of a small team.
• Discretion and ability to handle sensitive information confidentially.
• Research skills and ability to quickly understand complex issues.
• Understanding of local issues affecting Wokingham.
• Knowledge of parliamentary, government, local authority or public service processes.
• Sympathy with the aims and values of the Liberal Democrats.

Responsibilities

• Handle a large volume of constituent queries by phone, email, and face-to-face meetings.
• Line manage and lead and maintain a professional team.
• Critically analyse patterns of enquiries and articulate the findings in reports and communication with the MP and other staff members.
• Manage a diverse caseload, from standard enquiries to complex cases, ensuring prompt, sensitive and accurate responses.
• Draft correspondence to constituents, government agencies, local authorities and other relevant organisations.
• Maintain an efficient casework management system, logging all cases and monitoring progress.
• Assist with MP surgeries, constituency meetings, managing security and follow-up actions as required.
• Ensure all records and information are managed confidentially and in compliance with data protection legislation and office policies.
• Assist with office administrative functions, including office supplies.
• Research policy areas and public services to support casework resolution.

Skills

Casework handling

Administrative duties

Policy analysis

Customer service

Communication skills

IT literacy

Independent and team work

Discretion with confidential data

Research skills

Local issues knowledge

Parliamentary/public service processes

Liberal Democrats sympathies

Tools

Microsoft Office

Google Drive

Job description

Key Responsibilities

• Handle a large volume of constituent queries by phone, email, and face-to-face meetings
• Line manage and lead and maintain a professional team
• Critically analyse patterns of enquiries and articulate the findings in reports and communication with the MP and other staff members
• Manage a diverse caseload, from standard enquiries to complex cases, ensuring prompt, sensitive and accurate responses
• Draft correspondence to constituents, government agencies, local authorities and other relevant organisations
• Maintain an efficient casework management system, logging all cases and monitoring progress
• Assist with MP surgeries, constituency meetings, managing security and follow-up actions as required
• Ensure all records and information are managed confidentially and in compliance with data protection legislation and office policies
• Assist with office administrative functions, including office supplies
• Research policy areas and public services to support casework resolution

Essential Skills and Experience

• Previous casework, advice work, administrative or customer service experience
• Ability to understand complex issues, including health, housing, immigration and SEND issues
• Ability to manage a demanding workload and prioritise effectively
• Strong organisational skills and close attention to detail
• Empathetic approach and strong interpersonal skills
• Excellent written and verbal communication skills
• Good IT skills, including Microsoft Office and googledrive
• Ability to work independently and as part of a small team
• Discretion and ability to handle sensitive information confidentially
• Research skills and the ability to quickly understand complex issues
• Understanding of local issues affecting Wokingham
• Knowledge of parliamentary, government, local authority or public service processes
• Sympathy with the aims and values of the Liberal Democrats

• Upon appointment you will be required to comply with the Baseline Personnel Security Standard, undertaken by the Members’ Staff Verification Office (MSVO). See Members’ Staff Verification Office (MSVO) page for further info. MPs generally pay staff in accordance with IPSA guidelines.

Closing Date

25 September 2026

Interview/Start Dates

We will be conducting interviews as applicants come in. Start date ASAP

We have the right to close applications at any point.