Operational Casework Manager

This role is looking for candidates who feel strongly about tackling injustice in society. You need a track record of managing and motivating a team to produce high quality casework through coaching and development of staff and be ready to take responsibility for the delivery of casework decisions. You will have experience of casework decision-making, include weighing of evidence to reach a fair and impartial decision and effectively communicating that decision to all parties involved in the complaint. You will need to proficient in caseload management and be able to coach your team members in this.

You will lead, manage, motivate, and develop a team of caseworkers to produce work in a timely and proportionate way. Working in line with agreed performance standards, you are responsible for the accuracy and quality of decisions taken by your team so you will need a high level of attention to detail. Providing dynamic and engaging leadership, you will inspire your team and ensure that they deliver excellent customer service.

Reporting to an Assistant Director of Casework, you will lead one of our casework teams, working collaboratively with other Operational Casework Managers to provide a consistent approach to delivering high quality casework, with a focus on making the right decision at the right time.

We have several opportunities across our casework areas including teams which focus on parliamentary, health and the most complicated and serious complaints. We recruit to a standard job description and will test through assessment and interview where candidates are best suited to be placed.