Casework Co-ordinator

Casework Co-ordinator -

Are you a Casework Co-ordinator looking for your next assignment? LB Hackney are currently looking for Casework Co-ordinator to join their team on a contract basis. Please see below.

Date 18 March 2026

Name of role Casework Coordinator Grade of position Benefits & Homeless Prevention Assistant Service area Benefits &

Homeless Prevention Service (B&HPS) Directorate Housing, Climate & Economy Reporting line Manager B&HPS

- Complaints Team Manager Overview of organisation & Service area Hackney is one of the UK's most diverse and highest-performing local authorities, serving one of London's best places to live and work.

In Hackney, we are: Open; Inclusive; Ambitious; Pioneering; Proactive, of each other, of what we do, and of the Council. The B&HPS is responsible for handling all enquiries from the local public, Mayor & Cabinet Office and elected members related to; Housing Advice & Prevention, Rough Sleeping outreach, Single Homelessness Prevention Service (SHPS), Green House, TA Allocations, Home Visiting, Hostel Management, Housing Register, Lettings, Medical Assessments, Housing Supply, Downsizing & Rehousing, Supported Housing, Discretionary Housing Payments (DHP), Council Tax Reduction, Housing Benefit, Complaints / Members Casework, Strategy and Policy. Purpose of job The Casework Coordinator role is a key operational role within the high-profile B&HPS Complaints Team. This team is a fast-paced, essential business area responsible for managing Stage 1 complaints, Member and MP enquiries, Mayor's office queries, and Freedom of Information (FOI) requests for the entire service. As a central hub for the division, the team uses data analytics to provide "learning insights" that drive growth and service improvements across all business areas. £19.98 Per Hour PAYE £26.92 Per Hour Umbrella Main areas of responsibility

● Handle all incoming casework in accordance with the Council's Complaints Policy & Local Government & Social Care Ombudsman Guidance.

● The post holder will work across all business systems within BHPS to ensure the service accurately triages all casework received.

● Responsible for the initial assessment of new and existing casework.

● The post holder will Identify safeguarding matters within the casework received.

● Determine if queries are correctly directed to the service; accurately redirecting misdirected cases to the appropriate department within the Council.

● Workflow Allocation:Assign valid B&HPS queries to relevant staff members to trigger the investigation and drafting process.

● Ensure all approved responses meet Corporate formatting standards and are dispatched via email or post within required timescales.

● Maintain a meticulous and accurate record of all handled queries to ensure full service transparency.

● Provide advice and technical support to case handlers across the service on the effective use of business systems.

● Handle all subject Access Requests on behalf of the HPS service.

● Respond to all incoming internal enquiries via the business area group mailbox.

● To support and advise all caseworking staff on all casework handling matters to ensure a consistent high performance turnaround of casework across BHPS.

● Closely monitor the availability and absences of caseworking staff to ensure cases are assigned to staff in work.

● The key responsibilities and duties of the role are neither exclusive nor exhaustive. All workers are expected to operate flexibly to support the delivery of services and from time to time will be required to undertake responsibilities outside the normal remit of role description as required, which are broadly commensurate with the job level and scope of competence.

● The postholder will be expected to work in an agile way and through a combination of hybrid working at our different offices and from home

Morgan Hunt is a multi-award-winning recruitment business for interim, contract and temporary recruitment and acts as an Employment Agency in relation to permanent vacancies. Morgan Hunt is an equal opportunities employer. Job suitability is assessed on merit in accordance with the individual's skills, qualifications and abilities to perform the relevant duties required in a particular role.