Job Details
To be a key component of the Customer Assurance process by undertaking all reviews (including
Statutory and LGO reviews), appeals, complaints and senior level MP/member enquiries owning, coordinating and managing these cases to a successful conclusion by investigating, assessing and
identifying appropriate solutions.
These cases to be progressed in accordance with statutory and corporate deadlines and to comply
with all relevant legislation and Council policy ensuring that the main focus is on solving the issues and
following up outstanding actions whilst ensuring that all stakeholders, particularly the Councillor and/or
customer, are kept informed and updated at all times until the case has been resolved.
To provide advice, as requested by officers, on individual decisions to ensure that they are in line with
the policy, statute and case-law relating to the service area supported and, where case outcomes
require it, make suggestions to relevant officers that will help ensure that their future decisions are
consistent with policy, statute and case law.
To provide information that contributes to the improvement of the customer experience by ensuring all
information relating to progress and outcomes of cases are properly recorded in a timely manner.
Main Duties and Responsibilities
1. To provide an efficient and responsive case management service, ensuring that all reviews,
complaints, appeals and senior level MP/member enquiries for the service area supported are
dealt with in accordance with legislation and Council policy, and in compliance with statutory
and corporate deadlines.
2. To manage a caseload of reviews, appeals and enquiries, liaising closely with Service
Managers and Head of Service to ensure the consistent and thorough investigation and
handling of cases by taking ownership, logging details and updates appropriately on the system
and identifying appropriate solutions by working with stakeholders and making value
judgements based on an in-depth knowledge of the particular service(s) balancing resource
costs against short-term and long-term outcomes
3. To co-ordinate and manage the actions and information required to address each case using
the Council’s iCasework system to manage the workflows ensuring that all parties involved
know what is required of them and timescales for the completion of their action points.
4. To ensure that all stakeholders, especially the MP, councillor and/or customer, are regularly
updated on progress in addressing the issues raised until they reach a satisfactory conclusion,
communicating decisions and raising any operational matters arising from case outcomes to
relevant officers.
5. To liaise with the Council’s Legal Department and client’s legal representatives to agree
decisions, discuss matters of law and interpretation, draft affidavits and attend court wherever
necessary and work with the Camden Insurance team to ensure all claims against the Council
are dealt with appropriately.
