Location
Holmes Road, NW5 3AP, London

Hours
Full Time (36 Hours)

Salary
£44,579 - £50,706

Contract Type
Permanent

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.

Experience
A strong track record in complaint handling and case management.

About you
A confident and compassionate leader who understands housing legislation, thrives on solving problems, and genuinely cares about delivering great outcomes for our residents. You lead from the front, always keeping 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 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.

Qualifications
No specific qualifications are mentioned, but relevant experience in case management and a commitment to customer service are essential.