This is a fantastic opportunity to play a key role at the heart of the Mayor’s Office, ensuring residents’ voices are heard and responded to with professionalism, consistency and care.
At the Hull and East Yorkshire Combined Authority (HEYCA), we are committed to delivering responsive, transparent and high-quality engagement with our residents. Effective casework and correspondence are critical to building trust, resolving issues and informing the Mayor’s priorities.
We are now seeking an experienced and proactive Senior Casework Officer to support and strengthen the Mayor’s Office casework function – driving quality, consistency and continuous improvement across the service.
As Senior Casework Officer, you will take responsibility for complex resident enquiries while helping to maintain standards, systems and relationships that ensure an effective and resident-focused service.
You will -
- Manage complex casework and correspondence, ensuring accurate, timely and resident-friendly responses within appropriate boundaries
- Set and maintain high standards, templates and quality assurance processes across the Private Office team
- Build and maintain strong relationships with partner organisations including councils, public bodies and agencies
- Support effective signposting, escalation and joint problem-solving across services
- Support the development and effective use of the casework tracking system, including reporting, tagging and audit processes
- Provide guidance to colleagues on sensitive issues, complaints, safeguarding and escalation routes
- Identify recurring themes and produce insight summaries to inform the Mayor’s priorities and wider programme delivery
Why this role matters
This role plays a critical part in ensuring residents receive a high-quality, consistent and compassionate response when they reach out for support.
You will help to:
- Strengthen trust and transparency between residents and the Mayor’s Office
- Ensure consistent and high-quality handling of casework across the organisation
- Improve how issues are escalated and resolved with partner organisations
- Provide valuable insight to shape policy, priorities and service delivery
About you
We are looking for a confident, resilient and detail-oriented professional who can manage sensitive issues while supporting continuous improvement.
You will bring:
- Significant experience handling public-facing casework or correspondence, ideally within a political or public sector environment
- Experience supervising others or leading quality assurance processes
- A strong understanding of devolved governance and Combined Authority responsibilities
- Excellent drafting skills, with the ability to communicate complex information clearly and sensitively
- Strong judgement and the ability to handle sensitive or challenging situations appropriately
- Proven ability to build effective working relationships with partner organisations
- Excellent communication skills and a positive, professional approach when dealing with the public
Most importantly, you will be committed to delivering a high-quality service that puts residents first and supports the Mayor’s priorities.
Why Join HEYCA?
At HEYCA, you will be part of a new and ambitious Combined Authority with a clear vision for the region’s future.
We offer:
- The opportunity to shape regional and national policy
- A leadership role in delivering high-impact programmes that make a real difference
- A collaborative and forward-thinking environment
- Strong partnerships across public, private and voluntary sectors
- A commitment to professional development and learning
How to apply
To apply, please send a copy of your CV and a supporting statement to careers@hullandeastyorkshire.gov.uk.
Deadline
Thursday 14 May 2026 at 11:59pm