Head of Casework

Reporting to: Director of Casework and COO
Line reports: Casework team (12 caseworkers, 1 administrator)
Salary: £42,000
Location: Hybrid working policy with a minimum of two days per week from the London office
Key responsibilities: Responsible for the internal running of the casework service, focussed on delivery, management, and quality control. This includes delivering the casework process, leading the casework team, and ensuring the operation of casework is effective and efficient.

Job description

1.    Management 

• Lead the casework team to deliver the core casework function.
• Directly line-managing and deliver all aspects of the HR function including recruitment, training, personal development and performance management. 
• Manage the core internal casework function of the charity.
• Ensuring the casework process is efficient and effective. 
• Answering day-to-day casework queries. 
• Work closely with the caseworkers to manage difficult calls and complaints. 

2.    Statistics and Quality Management 

• Managing KPIs for the casework team. 
• Track metrics to analyse casework performance. 
• Oversee the production of casework statistics.
• Monitor the casework output and quality of the casework team. 
• First port of call for complaints. 
• Handling Subject Access Requests. 

3.    Development 

• Identify areas of improvement and together with the Director of Casework and COO to develop.  
• Oversee the execution of the reviewer strategy.

4.    Generally 

      Undertaking any other responsibilities as reasonably requested by the Director of Casework and COO. 

Person specification

Essential Criteria

1. Experience and Knowledge

• Experience in managing a team, including recruitment, training, and performance management.
• Demonstrated ability to oversee a casework or operational function, ensuring delivery of services to high standards.
• Experience handling complaints and managing challenging situations with professionalism.
• Knowledge of effective quality control processes and performance monitoring.
• Experience in delivering significant organisational change and continuous improvement across a service and to the benefit or service users and staff

 2. Skills and Abilities

• Excellent leadership and motivational skills, with the ability to guide a team.
• Strong organisational skills, with the ability to manage multiple priorities and meet deadlines.
•  Strong problem-solving skills, with the ability to address operational issues and implement practical solutions.
• Experience in data analysis and reporting to inform decision-making and track team performance.
• Strong IT skills
• Strong communication skills (both verbal and written)
• Strategic and system thinking

3. Personal Attributes

• A passion for pro bono and access to justice.
• Attention to detail and a commitment to maintaining high standards.

Desirable Criteria

• Experience in a charity, legal, or casework-focused organisation.
• Experience working with vulnerable people or dealing with sensitive situations

This role profile is not exclusive or exhaustive. It is intended as an outline indication of the areas of responsibility and may be amended in light of the changing needs of the organisation.

Closing date: 19th January 2025

Advocate is an equal opportunities employer.