Caseworker: Guildford Borough Council

Appointment Type Permanent Position

Full Time/Part Time Full-time

Job Category Customer, Case and Parking Services

Hours 37

Location Millmead House, Millmead, Guildford GU2 4BB

Salary Min Grade 2 - £22,031

Salary Max Grade 2 - £24,329

DBS Security Clearance Level Required Basic

Closing Date 21/09/2021

Ref No 10311

Documents: Caseworker (Word, 103.28kb)

We are seeking to appoint a Caseworker for an interesting, varied and challenging role supporting the work of a number of services, including Environment & Regulatory. Working within a team of Caseworkers you will provide and deliver a comprehensive and efficient administrative service. 

What you need to succeed in this role:

At a minimum, you will be able to demonstrate:

• A proactive approach, with strong administrative skills.
• Excellent interpersonal skills and confidence in dealing with people at all levels.
• Conscientious attitude with excellent attention to detail and accuracy skills
• Be able to multitask and plan & prioritise work effectively
• A good standard of numeracy and literacy
• Strong IT skills including intermediate levels of Word & Excel

It would be great if you also have:

• Ability to work as part of a team
• Good organisational skills with the ability to take the initiative
• Are a quick learner

What you’ll do on a typical day:

• Process and administer a variety of applications – including Taxis, Licensing Act, Gambling Act, Animals, Planning and much more
• Answer email enquiries 
• Maintain and update relevant databases
• Refer and consult with specialists
• Provide support as required for other officers within the caseworker team 

A basic Disclosure Scotland check is required for the successful applicant prior to appointment.

If you would like to know more about the role please email Marc Chapman, Case Services Team Leader: marc.chapman@guildford.gov.uk 

Job Profile

Level 1:

• Assist the efficient, effective and consistent processing and resolution of customer casework, identifying and meeting customer needs and ensuring the sharing and dissemination of best practice
• Assist with the understanding of customer need and enabling a speedier, simpler, more responsive customer journey contributing to the continuous improvement in the delivery of the Council’s outcomes and ensuring high levels of internal customer satisfaction
• Access and accurately update all relevant information systems, both customer and back office ensuring that the master customer record is updated and maintained through verification and validation, and in accordance with Data Protection principles
• Supporting customer self-serve and spotting opportunities for the Council to initiate further enabling and self-serve
• Manage non-complex customer issues effectively and understand when to consult with others, including Specialists
• Maintain confidentiality in line with agreed policy and relevant data protection legislation
• To support the continuous improvement of processes and procedures within the service using best practice from others where appropriate
• To provide support for the escalation of service issues
• To display the following levels of competency:
• Be able to complete less straightforward rules-based tasks for one service
• Be able to complete straightforward rules-based tasks for at least one other service area

Level 2 (in addition to the above):

• Supporting customer self-serve and spotting opportunities for the Council to initiate further enabling and self-serve
• To display the following levels of competency:
• Be able to complete less straightforward rules-based tasks and cases for at least two services

Or

• Be able to complete moderately complex cases and tasks for one service area where significant functional knowledge and skills are required

Level 3 (in addition to the above):

• Assist with knowledge sharing across the casework team
• To display the following levels of competency:
• Be able to complete moderately complex cases and tasks for one service area
• Be able to complete less straightforward rules-based tasks and cases for at least two services

Or

• Be able to complete moderately complex cases and tasks for one service area where significant functional knowledge and skills are required
• Approved to train other caseworkers to complete moderately complex cases and tasks for a service area where significant functional knowledge and skills are required

Level 4 (in addition to the above):

• Promoting new ways of working, responsible for multi-skilling people within teams and encouraging knowledge sharing across casework teams
• Assisting with the design and development of tools and guidance notes which enable the team to self-serve and widen their knowledge
• To display the following levels of competency:
• Owning the resolution of complex cases and tasks for one service area where significant functional knowledge and skills are required
• Approved to train other caseworkers to complete complex cases and tasks for a service area where significant functional knowledge and skills are required

Or

• Be able to complete less straightforward rules-based tasks and cases for at least three services
• Be able to complete moderately complex cases and tasks for one service area where significant functional knowledge and skills are required

More information/ Apply online