Senior Case Management Officer

Salary: £44,579 - £50,706

Grade: Level 4 Zone 1

Location: Holmes Road, NW5 3AP

Contract Type: Permanent

Hours: Full Time (36 Hours)

Closing Date: Tuesday 5th August at 23:59

About Camden

Camden is changing on the inside to make life better for everyone. Our residents and communities are at the heart of everything we do. We’re home to the most important conversations happening today and we’re making radical social change a reality, so that nobody gets left behind. Here’s where you can help decide a better future for us all.

About the Role

This role is about making a real difference—through leadership, insight, and a commitment to doing right by our customers. As a Senior Case Management Officer, you’ll play a key role in supporting the team manager and advising officers to ensure decisions are fair, consistent, and firmly grounded in policy, statute, and case law. You’ll be someone who removes barriers, enabling your colleagues to focus on what matters most: delivering for our residents.

Working across Repairs & Operations, you’ll help drive high performance within the team, building strong relationships with service areas to ensure cases are managed in a joined-up, customer-first way. From appeals and complex complaints to MP and Housing Ombudsman enquiries, you’ll take ownership of high-level cases—investigating, coordinating, and resolving them with care, clarity, and a focus on long-term solutions.

You’ll also contribute to improving the wider customer experience, making sure outcomes are tracked, actions followed up, and insights shared across teams. If you’re ready to lead by example, help shape best practice and be a central part of our customer assurance process, we’d love to hear from you.

To view the Job Profile, please click HERE or copy and paste the below URL into your browser:

All About You

To find out more about what it is like to work at Camden, meet some of our People by visiting 'www.camdenjobs.co.uk/our-stories'.

This role calls for a confident and compassionate leader—someone who understands housing legislation, thrives on solving problems, and genuinely cares about delivering great outcomes for our residents. You bring a strong track record in complaint handling and case management, along with the ability to guide and inspire others. Whether you're supporting a colleague, stepping in for a manager, or helping to remove barriers that slow the team down, you lead from the front and always keep the customer perspective in mind. You're a collaborator by nature, working with services across the organisation to get the right result, and you bring fresh ideas to the table to improve how we work. You’re also highly organised, a clear communicator, and someone who builds trust—able to deliver results in a fast-paced environment without losing sight of the human side of the job. This is a role where your leadership, empathy and innovation can have a direct impact on people’s lives—and we’re looking for someone who’s ready to take that responsibility and make it count.

What We Offer

At Camden, you’ll receive a host of benefits including:

• 27 days annual leave for new starters, rising to 31 days after 5 years
• Local Government Pension Scheme
• Flexible working opportunities;
• Interest free loans
• Access to our incredible staff networks
• Career development and training
• Wellbeing support and activities

Visit 'www.camdenjobs.co.uk/staff-benefits' for more details.

Inclusion and Diversity

We want Camden Council to be a great place to work and to ensure that our communities are represented across our workforce. A vital part of this is ensuring we are a truly inclusive organisation that encourages diversity in all respects, including diversity of thinking. We particularly welcome applications from Black, Asian and those of Other Ethnicities, LGBT+, disabled and neurodiverse communities to make a real difference to our residents so that equalities and justice remains at the heart of everything we do.

To discover more about Camden and our commitment towards diversity, equality and safeguarding, please visit

Anonymised Application – in keeping with Camden’s commitment to inclusion the recruitment to this role is anonymised and supports the objective of reducing the impact of unconscious bias.

Asking for Adjustments

Camden is committed to making our recruitment practices barrier-free and as accessible as possible for everyone. This includes making adjustments or changes for disabled people, neurodiverse people or people with long-term health conditions. If you would like us to do anything differently during the application, interview or assessment process, including providing information in an alternative format, please contact us on 020 7974 6655, at resourcing@camden.gov.uk or post to 5 Pancras Square, London, N1C 4AG,