Location: Aylesbury
Overview
We’re looking for a highly skilled Case Management Project Officer to join our team and play a key role in ensuring the Council meets its statutory and regulatory obligations around data handling, information requests, and complaint management. This is an exciting opportunity to make a meaningful contribution to an essential, high‑profile area of the Council’s work. You’ll influence improvements across the organisation and help shape how we manage information and respond to our residents.
If you enjoy solving complex problems, influencing change, and working collaboratively to deliver better outcomes, we’d love to hear from you.
About the role
In this pivotal role, you will provide expert technical advice, analyse issues and help drive improvements in our case management system. You will support service areas to adopt best practice and make the best use of the tools and processes available. You will work closely with colleagues across the organisation, supporting process improvements and helping to deliver a high performing, sustainable service.
A typical week might include:
1. Delivering and supporting the development of our case management solution, ensuring it meets operational needs and regulatory standards.
2. Planning and conducting tests, audits, assessments, reporting and evaluations, resolving issues and escalating as needed.
3. Analysing complex information to develop practical, meaningful recommendations.
4. Providing accurate, authoritative technical advice to colleagues and stakeholders.
5. Leading small specialist projects and contributing to larger programmes of work.
6. Monitoring service standards and providing performance information, including oversight of contractor and supplier delivery.
7. Supporting policy, procedure and system development within the information governance and complaints environment.
Throughout your work, you’ll champion our organisational values — being Proud, Ambitious, Collaborative and Trustworthy — and help shape a culture that promotes high standards and continuous improvement.
About you
You’ll bring strong, hands‑on experience of using, supporting, or improving a case management system — e.g. system configuration, testing, user support, workflow design, reporting, or process optimisation. You’re someone who enjoys untangling complex issues and turning them into clear, practical solutions.
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:
8. A confident communicator who can influence, explain and present information clearly to different audiences.
9. Organised and proactive, with the ability to work to deadlines, balance priorities and plan ahead.
10. Analytical, inquisitive and able to identify both problems and opportunities; using these to develop evidence-based solutions.
11. Comfortable working collaboratively and building strong professional relationships with stakeholders.
12. Familiar with the work of the Information Commissioner’s Officer and the Local Government and Social Care Ombudsman.
Most importantly, you’re someone who cares about doing things well and helping others do the same.