Town and Country has an exciting full-time, permanent opportunity for an organised, motivated Casework Coordinator with excellent administration and customer service skills. The role will be based within a friendly team in the scenic Chatham Historic Dockyards with some home working. You will be offered a competitive salary of £24,027 per annum.
As a Casework Coordinator you will fully coordinate the delivery of Disabled Facilities Grants and other home adaptations that promote independent living. This administrative role supports our customers throughout the grant and adaptation process, from initial contact to completion, and is the first point of contact for all parties involved. You will be highly organised, with an eye for detail you will assume the full responsibility of coordinating all aspects of casework, liaising with technical and non-technical staff and external stakeholders in a timely and accurate manner whilst fully supporting our varying client base.
We are looking for a Casework Coordinator with:
·Empathy towards vulnerable people
Experience of working in a customer service environment
Excellent verbal and written communication skills
Ability to maintain up to date records and reports
Ability to prioritise workload and meet tight deadlines
Ability to collaborate and work as part of a team
Excellent computer literacy skills, including Microsoft Office, Excel and Outlook
Knowledge of housing and or support services, benefits and grants
Why choose us?
By choosing Town and Country you will enjoy a variety of employee benefits including:
Contributory pension scheme 4% to 10% matched contributions
Free onsite car parking
Life assurance of 4x annual salary (Terms and Conditions apply)
30 days annual leave in addition to bank holidays
Employee assistance programme (24/7 telephone advice, information portal & face to face counselling sessions)
Corporate eye care scheme providing free eye tests and free VDU glasses or contribution towards VDU glasses
Extensive annual Staff Wellbeing programme
Enhanced maternity, paternity, and shared parental leave provision
Flexible annual benefits allowance of 1% of salary (for dental, healthcare, shopping vouchers, technology etc)
Annual flu vaccinations
Access to an extensive range of corporate discounts on shopping, travel & days out
Regular staff social events lunchtime walking club, rounders, festive Fridays etc
2 x volunteer days a year
Forming part of a casework administration team your role will be to work alongside visiting caseworkers and surveyors providing a full administrative role. You will be responsible for and integral to, the whole grant, loan or private works process and will assume full responsibility for the entire back-office function attached to casework.
Maintain administration of client files as required by the service and to enable the preparation of reports and statistics.
Accurately input client data onto a database in a timely manner and ensuring compliance with the service specification, commissioner requirements and key performance indicators.
To ensure the notes about the clients are factual and free from personal opinions.
To deal with all enquiries in a way which promotes the service.
To act as the central liaison/keyworker for clients who are within the grant or loan process.
To liaise with external bodies, attend case review and update meetings as required.
To assist with processing invoices, and undertake any other financial responsibilities as required by the role.
Liaise promptly with colleagues, partner agencies and other stakeholders regarding safeguarding, welfare and risk concerns in accordance with Town & Country Housing policy.
Participate in team meetings.
To adhere to the equal opportunities policy and to actively promote equality of opportunity wherever possible.
Recognise, respect and promote the different roles and diversity of the individuals within the business.
To actively contribute towards key performance indicators and professional standards.
Work in accordance with the General Data Protection Regulations (GDPR) and Data Protection Law and be responsible for the integrity of personal information you process. This may include identifying anomalies in data and investigating and correcting them where appropriate. Ensure you attend training on data protection regularly.
To be responsible for your own health and safety and that of your colleagues, in accordance with the Health and Safety at Work Act (1974) and relevant EC directives.
To take responsibility for your own development and professionalism, ensuring that you keep up to date with new developments and continuously expand and build on your knowledge.
Attend and participate in training and other meetings and staff events as required.
Be an effective member of your team, presenting a positive impression of your section and the business.
This job description is a guide to the nature of the work required. It is not comprehensive, and it is expected that other duties will be undertaken as this role develops and as may be reasonably expected.
Knowledge and experience:
Experience in working in a customer service environment.
Behaviours and skills:
Ability to work under pressure and prioritise effectively.
Ability to work to agreed action plans and objectives to consistently meet targets and deadlines.
Ability to react and adapt to changing circumstances and priorities.
Effective organisational and time management skills.
Excellent verbal and written communication skills.
Ability to communicate effectively with customers, staff, stakeholders in plain, easy to understand English, both in writing and verbally.
Flexible and problem-solving abilities essential.
Able to work at pace.
Demonstrate commitment to equality and diversity and a genuine desire to help people with disabilities and/or support needs.
Fully understands relationships between work processes, the organisation, and their impact on work; uses this knowledge in own area to improve work processes.
Self-reliant and able to work on own initiative with minimal supervision as well as part of a team.
A willingness to work in a flexible manner as the service requires it.
Empathy and understanding of the customer group we work with and support.
Equal Opportunities statement
TCH is an equal opportunities employer committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, gender, gender reassignment, sexual orientation, pregnancy and maternity or paternity, race or ethnicity, religion or belief, marriage and civil partnership, or caring responsibilities.
We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join TCH.
We are recognised as a ‘Disability Confident Committed Employer’. As part of this commitment, individuals who disclose at application stage that they have a disability, will be invited to interview provided they demonstrate that they meet the minimum criteria for the vacancy. Candidates will be asked if they require any support or reasonable adjustments to enable them to fully participate in the recruitment process.
Please complete our online application form by clicking the Apply button below. We reserve the right to bring the closing date forward, so we strongly encourage early applications.
Closes: 29th November