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Job Description

Salary range: £37,692 - £39,276 p.a. inc. London weighting Contract: Secondment/Fixed term (9 months) Hours of work: 36 hours per week Location: Civic centre and other locations from time to time
A Great Opportunity... Brent is a tremendously vibrant London borough where the iconic arch of Wembley Stadium dominates the skyline. Spanning both inner and outer London, it is a borough of huge contrasts in terms of its economic, environmental, ethnic and social make up. Brent’s diversity is evident to all who visit our borough and our long history of ethnic and cultural diversity has created a place that is truly unique and valued by those who live and work here. The council is pursuing a far-reaching transformation agenda that better meets the needs of our community so it is an exciting time to join us. The Post

We are seeking a Casework Support Officer to join our Complaints and Casework Team. This is a key role in supporting the Council to deliver a high-quality, responsive complaints and casework service.
You will be responsible for logging, triaging, and assigning casework primarily complaints and enquiries to managers and officers across the Council. You will also carry out quality checks on responses to ensure they are clear, accurate, and provide appropriate outcomes for customers and have the opportunity to develop your skills by responding to some non-complex complaints.

Working as part of a supportive team within the Democratic and Corporate Governance department, you will play an important role in ensuring strong administrative processes are in place, supporting good governance and effective case management. This includes maintaining accurate records, monitoring progress, and ensuring that performance standards are met. You will help identify trends, highlight areas for improvement, and support departments to strengthen how they manage and respond to casework.
The role also provides an opportunity to contribute to service development and continuous improvement.

The Person

We are looking for a motivated and detail-oriented individual who is committed to delivering a high standard of service and supporting good administrative practice.

You will have excellent written and verbal communication skills, with the ability to manage competing priorities, work to tight deadlines, and maintain accuracy under pressure.

You will be confident using information systems and databases to record, manage and report on casework, and be able to produce clear and concise information when required.

You will also be proactive in identifying opportunities for improvement and open to learning and development, with a willingness to build knowledge of different service areas across the Council.

Ideally, you will have experience of working with colleagues at all levels of the organisation and an understanding of how different services operate, enabling you to provide effective support and guidance.

Why join us?

We know people achieve their best when they feel valued. At Brent, you’ll benefit from:

• Up to 33 days annual leave (depending on length of service) plus bank holidays
• Excellent pension with generous employer contributions (LGPS)
• Hybrid and flexible working options available for most roles
• Supportive family-friendly policies for parent, guardians, and carers
• Health and wellbeing support, including access to eye test support and a 24/7 Employee Assistance Programme
• Financial support such as education sessions, childcare deposit loans, and season ticket loans
• Travel perks including affordable parking nearby, a Cycle to Work scheme, and great onsite facilities
• Learning and development opportunities to help you grow your career
• Access to My Brent Rewards with exclusive discounts on shopping, travel, leisure, and entertainment

To learn more about our benefits, visit Our offer to you. Closing date: 16 July 2026 23:59pm Additional Information

If you are interested in applying for this job, please start by clicking the "Apply Now" button below. You must provide a supporting statement as part of your application that clearly shows how you meet the essential requirements on the Job description. We will accept a CV in support of your application, however, you should still provide a supporting statement.

This position is only open to current employees of Brent Council or Temporary Agency Workers currently working in Brent Council. External candidates are not permitted to apply for internal only roles.

Brent Council values the diversity of its community and aims to have a workforce that reflects this and therefore encourage applications from all sections of the community. We positively encourage all applicants to self-identify their characteristics in the diversity survey section in the application.

We are committed to safer recruitment and safeguarding and promoting the welfare of children and young people and expect all staff and volunteers to share this commitment. Applicants should be aware that posts working with children, young people and vulnerable adults are subject to an Enhanced DBS check as well as other employment clearances.
The information we collect from you will be shared with Cifas who will use it to prevent fraud, other unlawful or dishonest conduct, malpractice, and other seriously improper conduct. Further details of how your information will be used by us and Cifas and your data protection rights, can be found here.
Brent has a positive approach to flexible working.
As a disability confident employer Brent welcomes applications from people with all disabilities, including “non-visible” disabilities and mental health conditions. We will interview any disabled applicant who meets the essential criteria. If you require reasonable adjustments to be made to any part of the recruitment process due to your disability, please contact us on recruitment@brent.gov.uk.
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