Casework Coordinator – Benefits & Homeless Prevention Service

Location: London Borough of Hackney
Assignment type: Temporary
Pay: £19.98 per hour PAYE 
Hours: Full time

PURPOSE OF JOB

Are you a highly organized professional with a passion for public service and a keen eye for detail? Hackney Council is looking for a Casework Coordinator to join our high-profile Benefits & Homeless Prevention Service (B&HPS) Complaints Team.

As a central hub for the division, our team manages Stage 1 complaints, Member and MP enquiries, and Freedom of Information (FOI) requests. You won’t just be managing paperwork; you will be an operational linchpin using data analytics to provide “learning insights” that drive service improvements across the entire Council.

MAIN RESPONSIBILITIES AND DUTIES

• Triage & Assessment: Perform initial assessments of all incoming casework, identifying safeguarding matters and ensuring queries are directed to the correct departments.
• Workflow Management: Allocate B&HPS queries to relevant staff, monitoring absences to ensure a smooth investigation and drafting process.
• Quality Assurance: Ensure all approved responses meet corporate formatting standards and are dispatched within strict timescales.
• Compliance & Support: Handle Subject Access Requests (SARs) and provide technical support to case handlers on the effective use of business systems.
• Data Integrity: Maintain meticulous records of all handled queries to ensure full transparency across the service.

PERSON SPECIFICATION

Qualifications and Knowledge/Skills Requirements

Essential

• An Experienced Collaborator: You have a track record of advising and working with staff at all levels on complex casework matters.
• Data Savvy: You are comfortable working with large databases and have a solid understanding of GDPR and the Data Protection Act 2018.
• A Clear Communicator: You can present sensitive and confidential information in a concise, empathetic, and professional manner.
• Highly Organized: You thrive in fast-paced environments, managing competing deadlines and prioritizing your own workload effectively.
• Problem Solver: You have the ability to balance risks and make informed decisions to ensure high-performance turnaround times.