AVAILABLE FOR INTERNAL APPLICATIONS ONLY. YOU MUST BE AN EXISTING TPO EMPLOYEE TO APPLY FOR THIS ROLE. This is a permanent contract role. Job Title: Senior Caseworker Purpose of the role 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. Key responsibilities 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. PLEASE REFER TO THE JOB DESCRIPTION FOR FURTHER DETAILS Closing date: Monday, 14 April at 11:59pm Interview date: From w/b 21 April