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About the Role
Support local residents navigating the impact of a complex data breach by providing clear, compassionate guidance and structured support.
Responsibilities
- Lead the day-to-day operation of the notification and support function.
- Ensure enquiries, cases, and support pathways are managed with care, precision, and regulatory compliance.
- Establish and maintain scalable support channels, including helplines, inboxes, and case-management systems.
- Triage incoming queries and escalate complex or high-risk cases appropriately.
- Collaborate with frontline services such as Children’s Services, Adults’ Social Care, and Housing.
- Handle complex cases directly, maintaining clear and auditable case records.
- Monitor enquiry trends to help senior leadership understand performance insights and refine pathways.
- Balance operational rigor with genuine empathy to uphold the council-wide commitment to care, competence, and fairness.
Requirements
- Relevant operational, customer service, or equivalent experience delivering complex, people-focused services in a high-volume, sensitive, or crisis-response environment.
- Proven track record of managing challenging, emotional conversations with compassion, clarity, and professionalism.
- Clear understanding of when to escalate safeguarding concerns.
- Thorough, practical understanding of data protection, confidentiality, and information governance.
- Ability to handle sensitive personal information with complete integrity.
- Skilled at analysing operational data to identify emerging risks.
- Ability to build constructive relationships across service boundaries.
- Ability to navigate complex case-management systems under regulatory scrutiny.
- Resilience and sound judgement.
- Commitment to equality.
- A Standard DBS is required.
Skills
- Empathy
- Clarity
- Care
- Precision
- Regulatory compliance
- Communication
- Analysis
- Relationship building
- Case management
- Data protection
- Confidentiality
- Information governance
- Resilience
- Judgement
Location
- Borough (3 days a week)
Work Type
- Hybrid
- Full-time
- Contract
Experience Level
- Equivalent experience
Salary/Compensations
- Competitive salary
Benefits
- Comprehensive wellbeing support
- Opportunities for professional development
About the Company
- Kensington and Chelsea is home to diverse communities, thriving businesses, and unique local places.
- Everything we do is focused on supporting our residents, strengthening our approach, and creating a fairer borough.
- We are a competent and caring Council, taking pride in our work every day, ensuring our services are delivered with care and competence.
- We listen to our residents, act with integrity, and work together to build a borough that is greener, safer, and fairer for all.
- The 'we're all in' mindset means taking full ownership of complex, sensitive challenges when residents need clarity and support most.
- By committing fully to upholding rigorous standards and protecting vulnerable individuals, you'll help build trust in the Council while making a lasting difference to our community.
Equal Opportunity
- We are committed to promoting equality and respecting diversity and welcome applications from all sections of the community.
- We are a Disability Confident Employer – committed to ensuring that our recruitment and selection process is inclusive and accessible.