Caseworker

Morgan Hunt are currently working with a Regulatory Body in their search for an interim Caseworker to join their Casework, Enforcement & Customers Directorate.






This is a fantastic opportunity to play a key role in ensuring companies meet their obligations to customers, society and the environment, while gaining exposure to a wide variety of regulatory, legal and customer-focused work.






As a Caseworker, you will work across both Licensing and Complaints, Enquiries & Disputes workstreams. You will handle a varied caseload of customer enquiries, complaints, and licence applications - assessing information, making evidence-based recommendations, and engaging with a wide range of stakeholders to reach fair and timely outcomes.






This will include leading the assessment of applications from companies seeking licences to operate, ensuring customers can benefit from choice while being properly protected. You will also investigate and resolve disputes where the regulator has legal powers, and provide high-quality responses to customers and stakeholders.






The successful candidate will be highly organised, with excellent attention to detail and strong communication skills. You will be confident gathering and analysing information, drafting clear recommendations, and engaging with customers - including handling difficult conversations with tact and professionalism. Strong customer service skills, the ability to manage competing priorities, and experience working collaboratively with colleagues and stakeholders are essential.










Job Title: Caseworker


Location: London or Birmingham (Hybrid Working - 40% in Office)


Salary: £31,000 per annum


Contract: 12-month Fixed Term Contract


Hours: Full-time (37 hours per week)










Key Responsibilities


· Manage a varied caseload of customer enquiries, complaints, disputes and licence applications.


· Lead the resolution of disputes and assessments of licence applications in line with regulatory processes and governance.


· Gather and analyse data to make evidence-based recommendations, and present findings clearly in writing and verbally.


· Actively listen and respond to customers and stakeholders, providing clear and timely information.


· Maintain accurate and up-to-date records using case management systems.


· Collaborate with colleagues and subject matter experts to ensure decisions are well-considered and timely.


· Support continuous improvement by identifying trends, lessons learned and contributing to more efficient ways of working.






Candidate Profile


· Experience gathering and assessing complex information to make evidence-based recommendations.


· Strong communication skills, with experience handling customer enquiries and difficult conversations, including with vulnerable customers.


· Ability to work under pressure, manage competing priorities and deliver to tight deadlines.


· Strong attention to detail and experience maintaining accurate records.


· Collaborative approach to working with colleagues and stakeholders.


· Adaptable, solution-focused, and committed to continuous improvement.










Why Apply?
· Work at the heart of a regulatory organisation delivering outcomes for customers, communities and the environment.
· Join a diverse and collaborative team, with exposure to varied and meaningful casework.
· Excellent benefits, including:
o 25 days' annual leave (rising to 30 with service) plus bank holidays and privilege leave.
o Excellent Civil Service pension contributions.
o Flexible and hybrid working arrangements.
o Membership fees for relevant professional bodies.
o Health & wellbeing initiatives, volunteering days, and recognition vouchers.










If you are motivated by making a difference, enjoy working with people and evidence to reach fair decisions, and want to develop your career in regulation, this is an excellent opportunity. For more information about this fantastic opportunity, please contact .

Morgan Hunt is a multi-award-winning recruitment business for interim, contract and temporary recruitment and acts as an Employment Agency in relation to permanent vacancies. Morgan Hunt is an equal opportunities employer. Job suitability is assessed on merit in accordance with the individual's skills, qualifications and abilities to perform the relevant duties required in a particular role.