Casework Services Co-Ordinator - London

The Role

At the Royal British Legion, we believe in building on potential. As a Casework Services Coordinator, your ability to support the Area Team in the effective operation of the provision of welfare support and provide excellent customer service is paramount. It will ensure our staff and volunteers are supported to deliver an extraordinary and unique service to our beneficiaries when they need us.

At its heart, RBL is a people organisation. People who want to do the very best for others, while at the same time making the most of the opportunities and experiences we offer them.

We are the country’s largest Armed Forces charity, with 210,000 members, 50,000 volunteers and a network of partners and charities; helping us give support wherever and whenever it’s needed.

This is an exciting time to join Casework Services. As part of our strategic ambitions, we are increasing the number of Welfare Teams from 16 to 21, that includes investing in 11 additional Casework Services Coordinators.

Our approach will ensure our Casework staff are ready to implement our new strategy from Spring 2023 onwards. Which includes the commitment to ensuring that our staff can dedicate the appropriate time required to deliver a person-centred approach to the beneficiaries that we support.

We currently have vacancies available in the following welfare teams: Cumbria & Lancashire; London; Gloucestershire, Herefordshire & Worcestershire. Further opportunities in other locations will go live over the next 2-3 months.

If successful, the main duties of your role will be:

• Provide administrative support to the casework of the Area Team, with direct contact with beneficiaries to gather, collate, and prepare required documentation from a beneficiary for grant giving and ensuring compliance with the organisations grants policy. Make appointments, external referrals, maintain diary management, which could include contact by telephone, emails, letters.
• Working with the Casework Services Manager to support the team with the provision of emergency support including crisis grants and food vouchers provided through our nominated supplier.
• Working directly with the beneficiary, the relevant welfare member, and the Central Grants Team, you will take a leading role in managing the purchase of goods and services as directed by the Area team, including white and brown goods and arranging delivery with the beneficiary.
• Support management by monitoring quarterly Customer Satisfaction Survey results, tracking actions and reporting on progress.
• Support the work of the Area Team by organising relevant meetings and providing administrative support to the Team. This will include taking minutes and checking the progress of actions.
• Ensure collaborative ways of working by connecting with other Area Teams and RBL departments in line with our Strategy. Being a point of contact for cascading information. Support creation of service updates.

About the Royal British Legion – Careers in Welfare

Across the country, in every city and on every street, the RBL is there to support our Armed Forces community.

Every day, everyone in our welfare teams dedicate themselves to bettering the lives of those in this community.

Be it a conversation about financial support, physical and mental wellbeing, housing, independent living or social support – working in these teams means the time you’d spend with those who need our help, and the advice you’d offer, could have a profound effect on their lives.

It's this mission, this scale, this challenge and the values we all live by, that makes the RBL such a fulfilling place to thrive.

We also want those who need our support to be able to get it when they need it, and from those best placed to give it. Which is why we’re further investing in our welfare services.

So, if you want to give your days meaning. To put your passion into a role with real impact. To support people and be supported yourself. In an inclusive team that faces every challenge together. Whatever your interests and ambitions, we think you’ll find a role here that works for you, with career opportunities across the UK.

Diversity Statement

We believe that the compassion, understanding and service we show each, and every individual customer should be reflected in the way we all support, respect and include every individual who works with us.

It’s because of this that we have strived hard to create a One Legion culture that we can all feel part of and succeed in. It’s why we make sure that you have the opportunities you need to learn and develop. It’s why we’re invested in making RBL a truly inclusive place to work, where everyone can be themselves. It’s why you’re welcome, whoever you might be.

It’s why we welcome applications from people with diverse backgrounds and experiences.

How to Apply

Please click ‘Apply Online’ to see the full range of regional opportunities we have for Case officers at the Royal British Legion

Closing date for this role is: 12/03/2023