Temporary Casework Officer

We are currently recrutiing for a Temporary Casework Officer for a public sector organisation. This role is temporary until the end of June 2024.
Summary of principal duties and responsibilities
The main duties and responsibilities of this role are to:
* Undertake an initial assessment of each case received within target timeframe to establish if the case should be accepted for assessment when examined against the requirements of the legislation underpinning the role of the Ombudsman/Commissioner.
* To review and assess complex information, to make relevant enquiries and gather information to make evidence-based decisions, in line with the legislation.
* Request and obtain material required for investigative purposes to include assisting with investigation report preparation.
* To communicate the Initial Assessment Decision effectively orally and in writing, drawing on the relevant legislative provisions, explaining if a case can or cannot be accepted for assessment.
* Provide verbal and written advice and assistance to service users, public bodies, councillors and MLAs in relation to their case.
* Effectively managing a caseload ensuring that the Office Key Performance Indicators are met to the required standard and adhering to procedural requirements.
* Undertake interviews with service users who call in to the Office for advice and assistance or who have submitted matters for consideration.
* Initiating electronic records on the case management system ensuring accuracy in data recording and adhering to internal office policies on records management and GDPR.
* Work with other teams to share knowledge and identify trends to contribute to new workstreams.
* Provide ongoing administrative support to Team Managers undertaking assessment and investigations of cases to include making telephone and written enquiries of service users, councillors to whom allegations relate, MLAs, public bodies, and other interested parties, arranging meetings and note taking at meetings as required.
Essential requirements:
* Educated to A level standard or equivalent.
* 2 years’ relevant experience in an administrative role within a busy customer service environment.
* Previous experience of using a case handling system and of developing and maintaining systems to collate and monitor data to generate reports and ensure quality standards are met.
* Previous experience of preparing draft reports.
* Good attention to detail and a commitment to timeliness, quality and accuracy and confidentiality in information processing.
* Good organisational and planning skills and the ability to work to deadlines to manage competing priorities and meet KPIs.
* Excellent written and oral communication skills including the ability to communicate effectively with stakeholders at all levels.
* Competent in the use of Microsoft Office packages to extract information and produce reports.
Please email your CV to Caroline Parker or call the office on (phone number removed) for further information. CV's must be submitted to Caroline by Friday 12/04/24 @ 3pm. Interviews will take place week commencing 15/04/24