Casework Support Officer
London Borough of Brent
A Great Opportunity...
We are seeking a Casework Support Officer to join our Complaints and Casework Team. This is a key role in supporting the Council to deliver a high-quality, responsive complaints and casework service.
You will be responsible for logging, triaging, and assigning casework primarily complaints and enquiries to managers and officers across the Council. You will also carry out quality checks on responses to ensure they are clear, accurate, and provide appropriate outcomes for customers and have the opportunity to develop your skills by responding to some non-complex complaints.
Working as part of a supportive team within the Democratic and Corporate Governance department, you will play an important role in ensuring strong administrative processes are in place, supporting good governance and effective case management. This includes maintaining accurate records, monitoring progress, and ensuring that performance standards are met. You will help identify trends, highlight areas for improvement, and support departments to strengthen how they manage and respond to casework.
The role also provides an opportunity to contribute to service development and continuous improvement.
The Person
We are looking for a motivated and detail-oriented individual who is committed to delivering a high standard of service and supporting good administrative practice.
You will have excellent written and verbal communication skills, with the ability to manage competing priorities, work to tight deadlines, and maintain accuracy under pressure.
You will be confident using information systems and databases to record, manage and report on casework, and be able to produce clear and concise information when required.
You will also be proactive in identifying opportunities for improvement and open to learning and development, with a willingness to build knowledge of different service areas across the Council.
Ideally, you will have experience of working with colleagues at all levels of the organisation and an understanding of how different services operate, enabling you to provide effective support and guidance.
We know people achieve their best when they feel valued. At Brent, you’ll benefit from:
- Up to 33 days annual leave (depending on length of service) plus bank holidays
- Excellent pension with generous employer contributions (LGPS)
- Hybrid and flexible working options available for most roles
- Supportive family-friendly policies for parent, guardians, and carers
- Health and wellbeing support, including access to eye test support and a 24/7 Employee Assistance Programme
- Financial support such as education sessions, childcare deposit loans, and season ticket loans
- Travel perks including affordable parking nearby, a Cycle to Work scheme, and great onsite facilities
- Learning and development opportunities to help you grow your career
- Access to My Brent Rewards with exclusive discounts on shopping, travel, leisure, and entertainment
If you are interested in applying for this job, please start by clicking the "Apply Now" button below. You must provide a supporting statement as part of your application that clearly shows how you meet the essential requirements on the Job description. We will accept a CV in support of your application, however, you should still provide a supporting statement.
This position is only open to current employees of Brent Council or Temporary Agency Workers currently working in Brent Council. External candidates are not permitted to apply for internal only roles.
Brent Council values the diversity of its community and aims to have a workforce that reflects this and therefore encourage applications from all sections of the community. We positively encourage all applicants to self-identify their characteristics in the diversity survey section in the application.