Case Management Project Officer

Overview

We’re looking for a highly skilled Case Management Project Officer to join us and take a central role in the development, optimisation and effective use of our corporate case management system. The system is central to how the Council manages complaints and information requests, and this role ensures it operates efficiently, compliantly and effectively.

This is a high‑impact role where you’ll act as a system specialist, leading improvements to workflows, data quality, reporting and user experience. You’ll influence how the organisation uses its case management tools and help shape a consistent, sustainable approach to managing cases across services.

If you enjoy working hands‑on with system configuration, improving how organisations operate, and turning complex requirements into practical system solutions, we’d love to hear from you.

About the role

This role is fundamentally about managing, improving and maximising the Council’s Case Management System.

In this pivotal role, you will be the go‑to specialist for the Council’s Case Management System, leading system enhancements and supporting effective, consistent use across services.

You’ll work closely with service teams, system suppliers and key stakeholders to ensure the case management system supports operational needs, meets regulatory requirements, and continues to evolve as demands change.

A typical week might include:

• Leading the development, configuration and optimisation of the case management system, ensuring it remains fit for purpose and compliant with legal and regulatory requirements.
• Translating operational, policy and regulatory needs into clear system requirements, workflows and configurations.
• Planning and carrying out system testing, audits, data checks and user acceptance testing, identifying issues and driving resolutions.
• Providing expert, authoritative advice on system functionality, data quality, reporting and best practice case management.
• Analysing system data and performance information to identify trends, risks and opportunities for improvement.
• Leading small system‑focused projects and contributing specialist input into wider change programmes.
• Working with our system supplier, monitoring delivery and ensuring service standards are met.

Throughout your work, you’ll champion our organisational values — being Proud, Ambitious, Collaborative and Trustworthy — and promote a culture of high standards, consistency and continuous improvement.

Any‑desk working

At Buckinghamshire Council, we follow a hybrid working model. As an ‘any‑desk’ worker, you’ll need to be connected to our network to access digital files and systems, whether from home or one of our offices.

You’ll be required to attend the office for a minimum of two days per week, depending on role and team needs.

About you

This role would suit someone who enjoys being deeply involved in how systems work and how they’re used.

You’ll have strong, hands‑on experience of technical configuration and improvement of a case management system, including:

• Configuring system settings, fields, workflows and enhancements
• Designing and refining end‑to‑end case management processes
• Planning and delivering system testing and assurance activities
• Developing reports and analysing system data
• Supporting and training users to ensure effective system adoption

You will have experience of working within complaints, freedom of information, data protection, or a similar technical or regulatory field. Knowledge and/or experience of Local Government is preferred but not essential.

You’ll also be:

• A confident communicator who can influence, explain and present information clearly to different audiences.
• Organised and proactive, with the ability to work to deadlines, balance priorities and plan ahead.
• Analytical, inquisitive and able to identify both problems and opportunities; using these to develop evidence-based solutions.
• Comfortable working collaboratively and building strong professional relationships with stakeholders. 
• Familiar with the work of the Information Commissioner’s Officer and the Local Government and Social Care Ombudsman.

Most importantly, you care about getting systems right — because you understand the impact they have on service delivery, compliance and the experience of residents and colleagues alike.

Other information

If you would like to find out more, please contact Jemma Tamplin, Complaints and Improvements Business Partner  at [email protected]

Closing date: Midnight on Monday 4th May

Interview date: Week commencing 11th May

We reserve the right to close the vacancy once we have received sufficient applications, so please be advised to submit your application as early as possible.

This post is covered by the Rehabilitation of Offenders Act 1974 and therefore applicants are required to declare:

• All unspent cautions and/or unspent convictions

For further information on how long it takes for cautions and convictions cautions to become spent, please refer to our guide on the Rehabilitation of Offenders Act 1974 (updated 2023) | Nacro

We understand that candidates may use AI tools to assist with their applications. While we welcome innovation, we expect all submissions to reflect your own experience, skills, and achievements accurately. Please ensure your application is truthful and demonstrates your personal capabilities, as this will be assessed during the selection process.

Our values and culture

We have a set of values, which our employees have chosen, that represent what we are – Proud, Ambitious, Collaborative and Trustworthy.

By joining Buckinghamshire Council, you can expect:

a fair and inclusive culture

• the chance to really make a difference to those around you
• health and well-being initiatives including an Employee Assistance Programme, Mental Health First Aiders and mindfulness workshops
• a unified voice through our Employee Representative Group
• ongoing support, and the opportunity to develop and progress in your career with us
• opportunities to take part in fun activities such as fundraising and social events

At Buckinghamshire Council, we know that our biggest strength comes from the people that work for us, and that’s why we’re working hard to ensure we continue to be an accessible and inclusive organisation.

From dedicated staff networks overseen by our Equality, Diversity and Inclusion Steering Group, to proudly standing as a Disability Confident employer, it’s important to us that all our colleagues feel engaged, listened to, and valued. Our offer of flexible working empowers a productive and happy workforce and allows employees to combine work with other responsibilities and commitments.

We believe our workforce should reflect the diverse communities we service in Buckinghamshire, and are looking for like-minded individuals to join us in promoting equality, fairness, and inclusion for everyone.

 

We recognise and reward you

Hard work and success deserves recognition. That’s why we pride ourselves on the benefits we give our people. We actively encourage a good work-life balance and promote flexible and agile working arrangements. We provide discounts on various Cafés, restaurants, shops and auto enrolment onto our generous Pension Scheme. In addition to the opportunity to gain membership to Costco, we have discounted gym memberships, travel discounts with Arriva and much more.

https://jobs.buckinghamshire.gov.uk/working-buckinghamshire-council/