Working for a Member of the Scottish Parliament (MSP)

Mark Ruskell MSP is looking for a Casework Coordinator to join his team based in Mid Scotland and Fife.

MSPs are employers in their own right. Under their employment, you will become part of a team supporting them in carrying out their duties. You'll work in a dynamic and fast paced environment to provide an outstanding service for constituents.

Responsibilities

• Supporting with keeping casework up to date and responding to public enquiries.
  • Keeping cases up to date by tracking, logging, and recognising when to escalate issues within team.
  • Meeting constituents on a wide range of issues, including those of a sensitive nature and escalating accordingly.
  • Supporting the Head of Office to investigate patterns of enquiries and produce casework reports.

• Assisting the broader regional team by attending visits, monitoring local issues and media coverage on my behalf.
  • Corresponding with constituents and local campaign groups.
  • Preparing and delivering regular briefings and updates on regional issues to Mark and the broader team.
  • Supporting Mark on visits across the Mid Scotland & Fife Region.
  • Monitoring local and regional media trends.

• Supporting with general regional office administration and acting as front of office for enquiries.
  • Responding to all regional correspondence while professionally managing each enquiry within agreed timescale
  • Building and maintaining relationships with regional organisations, stakeholders, and groups as required.
  • Drafting written correspondence such as letters, requests for information and parliamentary questions and motions.

• Reviewing constituent records and documentation in line with casework GDPR requirements.
  • Ensuring casework filing systems, both electronic and manual, are kept up-to-date in line with GDPR requirements.
  • Ensuring broader administrative and secretarial support is provided.

About You

Requirements

• Have experience of providing professional advice and/or advocacy support in a work or voluntary setting.
• Have the ability to foster good working relationships with a wider variety of stakeholders.
• Be a proactive problem solver with the motivation and resilience to adapt and deal with challenges and find solutions.
• Have excellent written, verbal and IT skills with accurate attention to detail.
• Have a flexible and adaptable approach, being able to use good judgement and work on own initiative.
• Be well organised with the ability to prioritise competing workloads.
• Be patient and sensitive while remaining objective and open minded.
• Be comfortable being in a front facing role explaining regulations such as GDPR to the general public.
• Be acutely aware of the responsibility of representing those unable to do so themselves in certain situations.
• Have a natural interest in helping people with a curiosity to probe for further information where required.
• Have an interest in politics and the Mid Scotland and Fife region.

Hanover has been successfully housing and supporting people in Scotland for over 40 years. Our core purpose is to help people feel safe and secure at home so they can live full and independent lives. Part of this includes our Telecare service, which operates (through a control room environment) a seven day, 24-hour service to ensure customer safety and wellbeing.

About the Role

Hanover Scotland are excited to be recruiting for a permanent Telecare Supervisor to join our Telecare team.

Based within the Customer Services Directorate and reporting to the Telecare Manager, this role can work from either our Edinburgh or Glasgow offices on a hybrid basis. The successful candidate must be able to attend one of our offices as and when requested. This is a fantastic opportunity to join at a time of growth and development within the organisation.

As Telecare Supervisor you will:

• Support the Telecare Manager to manage the day-to-day operations of the Telecare service.
• Manage and motivate the Telecare Senior Operators to deliver a high-quality, efficient, and effective service for our customers.
• Ensure there is an appropriate operating model in place including a strong relief pool and robust shift and rota patterns to manage the service 365-days a year.
• Co-ordinate people management responsibilities for the Telecare Senior Operators and Telecare Trainer to ensure that they are consistently applying HR policies, procedures, and processes.
• Monitor, maintain and update Telecare systems and assist with software migrations, including our transition to a new digital Alarm Receiving Centre (ARC).
• Ensure a robust audit framework is in place to maintain consistent compliance with Telecare Standards Association accreditation and relevant standards.
• Ensure data and information is available for monitoring and reporting the day-to-day service delivery to meet the agreed KPI’s and Service Level Agreements.
• Play a key role in the delivery of the Telecare Improvement Plan to support strategic objectives.

About You

• Relevant experience of the day-to-day management of both employees and either an Alarm Receiving Centre or Customer Service Centre.
• Detailed understanding of the Telecare or Customer Service Centre sector.
• Experience of delivering a positive culture that can deliver performance against targets.
• Well-developed digital and ICT systems skills as well as being highly proficient in rota management.
• Champions coaching and development of a team to support personal growth with strong, collaborative working within the Telecare team and with other internal and external partners.

What We Offer

Aside from offering a supportive and friendly environment where our people are valued and appreciated, we’ll see that your hard work and drive to succeed are rewarded through:

• Competitive salary and pension options
• Flexi-working and a Hybrid Working Model
• Health and Wellbeing support networks including Mental Health First Aiders and a 24/7 GP helpline
• Access to our new Hanover Perks platform which includes high street discounts, health cash plan and fuel card
• Cycle to work scheme
• Family friendly policies

Home-Start Edinburgh is a volunteer-led charity with over 35 years-experience working in local communities, supporting families with a child under 5 in the home. We are currently recruiting for the role of Family Support Co-ordinator. Whilst our Head Office is in Leith, the successful applicant will be required to support volunteers and families in one of Edinburgh’s four localities.

This role will be tasked will support families, predominantly through the network of volunteers they recruit, support and train. They will also be expected to contribute to the wider operation and further development of the scheme.

The post-holder will work with the other Family Support Co-ordinators, as well as other staff, to ensure families receive holistic, high quality support. They will contribute to the ongoing training and development of volunteers, including delivery of the Volunteer Prep course, as well as networking with other local organisations.