The role of a Senior Caseworker is to work within one of TPOs casework teams, such as Adjudication, Resolution, Case Assessment or Contact & Support, according to business need. In all cases this will require a customer focused approach to complaint management and resolution, dealing with complex cases and working to ensure fair and rational outcomes in a speedy and proportionate manner. They will need to take into account relevant legislation and TPO's statutory powers and purpose., + Manage a portfolio of complex cases that require more formal investigation, working within TPO's standards and taking into account the needs of the parties concerned whilst maintaining impartiality.
+ Ensure TPO's casework management system is updated accurately.
+ Investigate cases by identifying the key issues, gathering information as required and examining evidence against the required standards.
+ Write articulate and well-reasoned outcomes on the merits of complaints.
+ Mentor and assist in the training of less experienced members of staff.
+ Share knowledge and provide technical support to others.
+ Ensure that TPO's processes and procedures are adhered to.
+ Develop relationships, both internal and external, that will enable effective management of own caseload.
+ Working flexibly across Casework as necessary and any other duties that may reasonably be required.
+ Support for the C&S Managers; including where necessary the daily plan/rotas and dealing with escalated call backs to customers.
+ Mentoring others, helping them to develop by acting as the first point of contact for complex queries from the team.
+ Development into closing cases that can be dealt with quickly on merits or jurisdiction.