<h4>Job summary</h4><p><strong>Future Civil Service, Government Skills, Pensions and Operations</strong></p><p>This is the strategic and functional centre for the <a href="" target="_blank">Government People Function</a> and human resources (HR) in the Civil Service.</p><p>We enable and improve the delivery of recruitment, training, workplace policy, HR strategy and management excellence to over half a million civil servants.</p><p>From recruitment to retirement, the Business Unit is at the forefront of working with ministers and departments to ensure the Civil Service is equipped to deliver for UK citizens. Some of our work includes:</p><ul><li>Leading on cross-government HR strategy, organisation design and workforce planning.</li><li>Procuring and delivering training and development schemes for the Civil Service.</li><li>Delivering recruitment services, guidance and expertise to departments.</li><li>Coordinating and advising departments on pay, pensions and employee policy.</li><li>Setting standards and guidance for line managers and senior civil servants.</li><li>Coordinating the implementation of the <a href="" target="_blank">Shared Services Strategy for Government</a>.</li><li>Enhancing employee experience to promote an engaged workforce and culture of performance excellence.</li></ul><p><strong>Civil Service People Plan 2024-27</strong></p><p>A shared aim of all civil servants working in the Government People Function is to support the delivery of the <a href="" target="_blank">Civil Service People Plan 2024-2027</a>. </p><p>The People Plan outlines five People Priorities for the Civil Service, alongside 45 commitments to address our most pressing and immediate people challenges. Departmental plans and strategies also align with and contribute towards the People Plan.</p><p>Government People Function works with departments, professions, and functions to build a modern, effective Civil Service, supporting the workforce with the right skills, capability, and leadership. The team provides system leadership across central government to pull together back-office services, driving efficiencies and reforms that make government work better. The role involves being a highly adaptable Higher Executive Officer (HEO) Senior Casework Officer within the Civil Service and Royal Mail Pensions Casework Team. The Casework Team manages official correspondence, Internal Dispute Resolution Investigations, Freedom of Information Requests (FOI), and Subject Access Requests (SAR). The team is located at both Basingstoke and Glasgow sites. Please note that the Basingstoke location is closing in March 2027. These roles are being advertised for Glasgow ONLY.</p><h4>Job description</h4><p><strong>Manage a Caseload and Complete Thorough Investigations: </strong>Record case details accurately, review evidence to determine key issues, contact relevant third parties (members, employers, pensions administrator) to gather evidence, and reach sound decisions based on facts, guidance, and scheme rules. Identify when technical advice is needed and ensure investigations progress efficiently within service levels. </p><p><strong>Communicate Clearly and Effectively: </strong>Draft clear, concise, and persuasive responses explaining investigation outcomes. Use and adapt standard templates to fit specific case circumstances, and utilize various communication methods to answer stakeholder questions. </p><p><strong>Support the Casework System: </strong>Maintain adaptability to vary workloads based on incoming priorities, share knowledge to improve services, and contribute regularly to investigation reports and feedback. </p><p><strong>Supervisory Responsibilities: </strong>Supervise and review the work of EO casework officers to ensure quality, act as a mentor, line manage at least 2 EO Casework Officers, potentially up to 8, and deputise for the SEO Casework Manager by triaging incoming cases. </p><h4>Person specification</h4><p><strong>Essential skills</strong></p><p>Experience of working in a complaint's environment; Excellent written and drafting skills; Ability to prioritise and multi-task in a rapidly changing environment; Willingness to undertake Pensions qualifications. </p><p><strong>Desirable skills</strong></p><p>Experience of line managing staff; Experience of mentoring staff and peer reviewing work; Investigations or complaints handling experience; Experience of drafting responses to correspondence or complaints; Knowledge of Civil Service pension and compensation arrangements, and their development; Knowledge of wider pensions provision, trends, and the regulatory landscape; Industry recognised pensions qualifications already obtained.</p><p><strong>Additional information:</strong></p><p>Cabinet Office policy is that a minimum 60% of your working time should be spent at your principal workplace. For some roles, due to their nature and the business need, this may be up to 100%. Requirements to attend other locations for official business will also count towards this level of attendance.</p><h4>Behaviours</h4><p>We'll assess you against these behaviours during the selection process:</p><ul><li>Communicating and Influencing</li><li>Delivering at Pace</li><li>Making Effective Decisions</li><li>Working Together</li></ul><h4>Benefits</h4>Alongside your salary of £37,922, Cabinet Office contributes £10,986 towards you being a member of the Civil Service Defined Benefit Pension scheme. <a href="" target="_blank"> Find out what benefits a Civil Service Pension provides (opens in a new window).</a><ul><li>Learning and development tailored to your role.</li><li>An environment with flexible working options.</li><li>A culture encouraging inclusion and diversity.</li><li>A <a href="" target="_blank">Civil Service Pension</a> which provides an attractive pension, benefits for dependants and employer contributions of 28.97%.</li><li>A minimum of 25 days of paid annual leave, increasing by one day per year up to a maximum of 30.</li></ul><h4>Things you need to know</h4><h4>Artificial intelligence</h4>Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our <a href="" target="_blank">candidate guidance (opens in a new window)</a> for more information on appropriate and inappropriate use.<h4>Selection process details</h4>This vacancy is using <a href="" target="_blank">Success Profiles (opens in a new window)</a>, and will assess your Behaviours, Strengths and Experience.<p><strong>Application process</strong></p><p>As part of the application process, you will be asked to complete a CV and Personal Statement. </p><p>Further details about what this will entail are listed on the application form. </p><p>Your Personal Statement (no more than 500 words) should explain how you consider your personal skills, qualities, and experience providing evidence of your suitability for this role. Please make particular reference to the key responsibilities, attributes, and essential experience outlined in the Person Specification.</p><p><strong>Selection process</strong></p><p>Candidates who progress to the interview will be tested against the strengths via a bespoke written exercise (30 minutes). This will be immediately followed by a 40 minute interview covering the behaviours listed in the advert. </p><p>Further details will be provided to candidates who progress to the interview stage.</p><p><strong>Expected timeline (subject to change)</strong></p><p>Expected sift date – 3 September 2026</p><p>Expected interview date/s – w/c 14 September 2026</p><p>Your interview will either be conducted face to face or by video. You will be notified of the location if you are selected for interview.</p><p><strong>Reasonable adjustments</strong></p><p>If a person with disabilities is put at a substantial disadvantage compared to a non-disabled person, we have a duty to make reasonable changes to our processes. <br><br>If you need a change to be made so that you can make your application, you should:</p><p>Contact Government Recruitment Service via <a href="mailto:cabinetofficerecruitment.grs@cabinetoffice.gov.uk" target="_blank">cabinetofficerecruitment.grs@cabinetoffice.gov.uk</a> as soon as possible before the closing date to discuss your needs.<br><br>Complete the ‘Assistance required’ section in the ‘Additional requirements’ page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at an interview, or if you’re deaf, a Language Service Professional.</p><p><strong>Further information</strong></p><p>If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'contact point for applicants' section. <br><br>Please note terms and conditions are attached. Please take time to read the document to determine how these may affect you. <br><br>Any move to Cabinet Office from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax Free Childcare. Determine your eligibility at: <a href="" target="_blank"> <br><br>A reserve list will be held for a period of 12 months, from which further appointments can be made.</p><p>If successful and transferring from another Government Department a criminal record check may be carried out. </p><p>In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure Scotland on your behalf.</p><p>However, we recognise in exceptional circumstances some candidates will want to send their completed forms direct. If you will be doing this, please advise Government Recruitment Service of your intention by emailing <a href="mailto:Pre-EmploymentChecks.grs@cabinetoffice.gov.uk" target="_blank">Pre-EmploymentChecks.grs@cabinetoffice.gov.uk</a> stating the job reference number in the subject heading. </p><p>For further information on the Disclosure Scotland confidential checking service telephone: the Disclosure Scotland Helpline on 0870 609 6006 and ask to speak to the operations manager in confidence, or email <a href="mailto:Info@disclosurescotland.co.uk" target="_blank">Info@disclosurescotland.co.uk</a></p><p>New entrants are expected to join on the minimum of the pay band. </p><p><strong>Feedback</strong></p><br><br>Feedback will only be provided if you attend an interview or assessment.<h4>Security</h4>Successful candidates must undergo a criminal record check.People working with government assets must complete <a href="" target="_blank">baseline personnel security standard (opens in new window)</a> checks.<h4>Nationality requirements</h4><p>This job is broadly open to the following groups:</p><ul><li>UK nationals</li><li>nationals of the Republic of Ireland</li><li>nationals of Commonwealth countries who have the right to work in the UK</li><li>nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the <a href="" target="_blank">European Union Settlement Scheme (EUSS) (opens in a new window)</a></li><li>nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)</li><li>individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020</li><li>Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service</li></ul><a href="" target="_blank">Further information on nationality requirements (opens in a new window)</a><h4>Working for the Civil Service</h4>The <a href="" target="_blank">Civil Service Code (opens in a new window)</a> sets out the standards of behaviour expected of civil servants.<br><br>We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's <a href="" target="_blank">recruitment principles (opens in a new window)</a>.The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.<h4>Diversity and Inclusion</h4>The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the<a href="" target="_blank">Civil Service People Plan (opens in a new window)</a> and the <a href="" target="_blank">Civil Service Diversity and Inclusion Strategy (opens in a new window)</a>.<h4>Apply and further information</h4>This vacancy is part of the <a href="" target="_blank">Great Place to Work for Veterans (opens in a new window)</a> initiative.The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. <a href="" target="_blank">Read more about prison leaver recruitment (opens in new window)</a>.Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.<h4>Contact point for applicants</h4><h4>Job contact : </h4><ul><li>Name : James O’Dwyer</li><li>Email : James.O'<a href="mailto:Dwyer@cabinetoffice.gov.uk" target="_blank">Dwyer@cabinetoffice.gov.uk</a></li></ul><h4>Recruitment team</h4><ul><li>Email : <a href="mailto:cabinetofficerecruitment.grs@cabinetoffice.gov.uk" target="_blank">cabinetofficerecruitment.grs@cabinetoffice.gov.uk</a></li></ul><h4>Further information</h4>Appointment to the Civil Service is governed by the Civil Service Commission’s Recruitment Principles. If you feel that your application has not been treated in accordance with the Recruitment Principles, and wish to make a complaint, then in the first instance you should contact Government Recruitment Service by email at : <a href="mailto:cabinetofficerecruitment.grs@cabinetoffice.gov.uk" target="_blank">cabinetofficerecruitment.grs@cabinetoffice.gov.uk</a><br>If you are not satisfied with the response you receive, then you can contact the Civil Service Commission at <a href="mailto:info@csc.gov.uk" target="_blank">info@csc.gov.uk</a>. For further information on the Recruitment Principles and bringing a complaint to the Civil Service Commission, please visit their website at: <a href="" target="_blank"> href="" target="_blank">Cabinet Office Employee Offer Opens in new window</a> (pdf, 302kB)<a href="" target="_blank">Cabinet Office Terms and Conditions - External 2025-02-20 Opens in new window</a> (docx, 83kB)