Deliver complex service activities and manage caseloads to ensure intended outcomes for customers and the Council are delivered within agreed service standards. Liaise with customers to review service requirements and resolve problems. Lead on the development of specific policies and procedures to contribute to the continuous improvement in their own work area. Where relevant, coordinate the work of a team, either formally or as part of a project to ensure individual and team objectives are delivered. Keep up to date with changes in relevant policy and legislation to ensure delivery in own work area is effective and complies with appropriate regulations/statutory guidance