Case Management Officer - Level 3 (Direct Services)

Salary Band 4 £22,700

Permanent Post – Full Time

Do you want to make a difference?
Eastleigh Borough Council is committed to making a positive difference for all the residents, businesses and visitors to Eastleigh and we are proud to be delivering on our promise to create sustainable communities and increase employment & wellbeing opportunities for all.

An exciting opportunity has arisen for a professional and driven individual to join our Case Management team within the Direct Services unit based at our Hedge End Depot. We provide a wide range of frontline services to the public including Waste & Recycling and StreetScene. This role sits within the administration team that supports these services.

Your new role:
We are seeking a hardworking and motivated individual. You will be required to deal with a wide range of council services and provide high standards of service to our customers. You will need to resolve queries and ensure standards, protocols and processes are adhered to at all times. There will be a requirement to deputise for the Support & Performance Manager when necessary and you will be the first point of contact for escalated enquiries from other team members.

  • You will be the “go to person” within the team for queries
  • You will deal with more complex enquiries that will require good understanding of relevant service processes and compliance, regulations and legislation.
  • You will train/cross train, induct and mentor new staff in Case Management processes

Direct Services is a busy, friendly and inclusive team, with a lot expected of us. If you are able to learn new systems quickly, work diligently and deliver great customer service then we can offer training and support to enable you to work to your full potential.

About You:
You must have excellent communication skills, the ability to prioritise workloads and be able to work with minimum supervision. You will need to be self-motivated, have a positive approach to change, and be prepared to share knowledge and skills as well as having a flexible, can do attitude. You will have the ability to handle varying data and queries, remain calm and professional even when the pressure of workload is high.

Strong I.T skills and customer services experience is essential and knowledge of the systems and processes undertaken by the Direct Services unit is highly desirable. You will play a key role in the development and implementation of new I.T systems across the unit.

About us:
In return you will be working with a great team and an organisation that is truly committed to a flexible and enjoyable work environment. We are passionate about personal and professional development for all staff, offering exceptional conditions of employment, plus the chance to make a lasting difference to the community of Eastleigh.

Our benefits include:

  • 24-27 days annual leave dependant on service
  • Flexible working arrangements and ability to accrue up to 2 days additional flexi leave per month (subject to operational requirements)
  • Defined Benefit Pension Scheme
  • Places Leisure, Eastleigh – 30% off Full Membership
  • Confidential Employee Advice and Support Programme
  • Car and Season Ticket loans
  • Excellent working environment
  • Support for continuous professional development
  • Good work life balance

For further information and to apply please visit, send your application form and CV to

Closing date:    Friday 13 December 2019 (midday)
(shortlisting will take place on Monday 16 December 2019)

Interview date: Wednesday 18 December 2019
(please ensure that you are available on this date prior to applying)