Case & Management Support Officer (Grade 14)

Job Category : Admin & Clerical

Location : County Hall, Somerset Council

Hours Per Week : 37.00

Start Date : Immediate Start

Start Time : 09:00

End Time : 17:30
Salary: £12.65

 approximately 1 day a week but initially this may be more for training purposes, at the council offices in Taunton, Bridgwater, Shepton Mallet or Yeovil. 

The role will be undertaking work from the east area of the Council, but the office base can be agreed between the applicant and line manager.

The main responsibilities of the role are

Work as part of a multi-skilled case management and service support team to deliver a wide range of statutory and non-statutory processes efficiently and effectively, providing a fast, high quality and continuously improving service for both internal and external customers, ensuring adequate cover during council opening hours. 

To be the first point of contact for all service requests including the processing of a wide variety of applications, notifications, queries and complaint work and act as case officer, in line with defined procedures ensuring the customer is at the centre of everything we do. This involves responsibility for case investigation work, problem solving and responding/ conclusion of case investigation, within the statutory requirements and service standards or ensuring response from others. 

Regular contact with businesses and members of the public investigating cases where they will offer advice, negotiate, and influence behaviour to seek satisfactory outcomes under the supervision of the specialist officers/managers. 

Identify the most appropriate methodology to process many types of applications and resolve a wide range of technical service requests.  To achieve this, they may negotiate with members of the public, businesses and partners but will know when to seek advice from more senior officers when appropriate. 

To use their experience and technical knowledge to case manage and resolve a wide range of service requests supported by current legislation and operating procedures, maintaining some freedom for discretion as long as within policy guidance.  

Excellent organisational skills, as this is a multi-skilled role and will require daily reprioritisation of workloads.


Knowledge 

Recognises when issues need to be referred to more experienced officers.

A flexible and innovative approach to problem solving under supervision of Regulatory Services Support Manager Business Support Lead or other specialist officers/managers.

Ability to contribute positively and innovatively to service review and development.

Ability to follow operating procedures accurately and contribute to their development.

Flexible, able to cope with a variety of tasks and an ability to prioritise completing demands.

Excellent knowledge of a number of different services across the council

Working knowledge of Database Administration.

Experience 

Experience of case managing in a similar role or in a regulatory services environment.

Experience of dealing with members of the public.

Experience of working with a variety of databases and generating reports for performance.   

Experience of case managing service request, applications, and inspections.

Experience of working with elected members or in a political environment.

Experience of working as a system administrator.

Qualifications / Registrations / Certifications

Grade 4/C or higher at GCSE in English, Mathematics and Science, or equivalent experience.

Educated to A-level standard, or equivalent experience.

Knowledge of licensing and environmental health legislation.

Business Administration/IT Level 3 Qualification.

ICDL – International Certification of Digital Literacy (Previously ECDL – European Computer Driving Licence), or equivalent.

Skills 

Excellent customer service skills.

Excellent organisational skills.

Good communication skills.

Excellent IT user familiar with database and reporting systems – ability to work accurately at speed. 

Works well within a team.

Ability to manage difficult situations.

Ability to deal sympathetically and be empathetic with members of the public.Persuasive & encouraging – adopting a coaching style to enable customers.