HR Case Manager Job Description (National)

Team Overview: HR Casework Service is the preferred supplier of HR Casework for small and medium sized Government Departments. To date, HR Casework Service is responsible for delivering a service to over 40 + Government Departments, covering over 38% of the Civil Service’s headcount.

The Service is delivered remotely, virtually and face to face. HR Casework Service provide professional advice, guidance on employment law through coaching techniques, HR policy and non-transactional processes to managers for cases/queries within the scope of our service offering.

The service also provides a HR Technical Consultancy Service which delivers required outcomes as well as bespoke interventions designed to achieve sustainable high performance and cultural change.

These teams are supported by the Data and Digital information team and Corporate Services Team. Together we are a high performing service which is recognised across government and through our many prestigious awards.

Key Responsibilities:

• Managing a portfolio of HR cases where face to face and remote and virtual intervention is required. Face to face support is within geographical areas. Considerable autonomy with the role is also offered. Examples of a HR case include (but are not limited to); long term sickness, conduct and discipline, grievances and grievance panels, appeals against warnings and dismissals, Civil Service Appeals Board (CSABs) and Employment Tribunals.

• Supporting managers nationally via the Manager Advice Line (MAL) and email.

• Supporting managers and employees nationally via the Early Resolution Line.

• Ensuring cases are managed in a timely manner and appropriate conclusions met. Adhering to employment law, policies, business and operational need.

• Providing managers with advice and guidance which adheres to a range of policies included within the service offer.

• Coaching client’s managers to improve their competence and confidence to manage cases.

• Delivering a high-quality service to all parties involved in an HR case.

• Demonstrating a strong customer service focus - building and maintaining excellent relationships with clients and customers.

• Accurately recording and providing management information as required.

• Demonstrating a pragmatic attitude and taking responsibility for personal development and contributing to growth within the team.

• Pro-actively supporting a culture of continuous improvement and initiatives within HR, including supporting, managing, or leading projects.

• Support our partners with HR Technical consultancy work, this will include working with stakeholders, audits of employee relations cases, suggestions for interventions and report writing.

Essential Criteria

• HR Advisory or relevant knowledge - proven experience of managing HR cases and delivering sound HR Casework advice. For example, evidence of showing sound judgement when analysing and advising on HR cases that demonstrate an up-to-date knowledge and understanding of Employment Law. Other relevant experience will be considered.

• Resilience - adaptability, mental agility, emotional intelligence.

• Interpretation and assimilation of information - gathering facts, sifting information and relaying information in an understandable format.

• Strong face to face and telephone communication skills - active listening and influencing skills, understanding of the risk appetite of the customer and appropriately seeking legal advice, including case escalation as required.

• Ability to deal with internal and external stakeholders (including sensitive and complex issues) - e.g., clients, legal team, HR Business Partners, Civil Service Employee Policy, collaborative partners.

• Personal Development - increasing own capability and can demonstrate CPD, HR and legal knowledge kept up to date.

• Working to deadlines - crucial in ET context.

• A good level of computer literacy in Microsoft applications.

• Confidentiality and compassion with negotiation.

• Questioning skills and assimilating information quickly.

Desirable Criteria

• Employment law knowledge.

• CIPD qualification - hold a CIPD qualification or show a willingness to work towards achieving it in a timescale agreed by their Line Manager.

Behaviours

We'll assess you against a variety of behaviours during the selection process such as:

• Making effective decisions

• Delivering at pace

• Communicating and Influencing

• Working Together

• Changing and improving

• Managing a Quality Service

For further information on behaviours including the full indicators please visit the Civil service Behaviour candidate information here.

Benefits

• Learning and development tailored to your role.

• An environment with flexible working options and autonomy of the structure of your working day, including hybrid working. Staff are expected to attend the office minimum 40 % / 2 days per week this will increase in line with MOJ Policy pro-rota for those working less than 37 hrs a week. (Office will be based in a geographical area so some travel should be expected.)

• A culture encouraging inclusion and diversity

• Civil Service pension

• Generous annual leave (25 days rising to 30 days after 5 years’ service). Plus 8 public holidays and 1 privilege holiday per year.

Security

• Successful candidates must undertake CTC security clearance to be appointed to the post.

Selection process details

This vacancy is using Success Profiles, and will assess your behaviours, technical skills and experience.

As part of the application process, you will be asked to complete a CV and statement of suitability. If there are many applications, we will sift on CV first. Further details around what this will entail are listed on the application form.

Please note that your statement of suitability should be no more than 500 words. It should highlight how you meet the essential and desirable criteria for this post. You should refer to the essential skills set out above.

At the interview you will be tested on your understanding and application of Employment Law. You will also be required to complete a typed written assessment providing advice and guidance to a manager in the business on a scenario presented. This will be emailed to you at the interview. The written assessment will take approximately 25 minutes. Should you require any reasonable adjustments to support you, please include this information when booking your interview.

Sift and Interview dates

The sift is due to take place w/c 05 May and 12 May 2025.

Interviews are likely to be held between 02 June 2025 and 13 June 2025.

We will try to meet the dates set out in the advert. There may be occasions when these dates will change. You will be provided with sufficient notice of the confirmed dates.

This role is full time only.  Applicants who wish to work an alternative pattern are welcome to apply however your preferred working patterns may not be available and you should discuss this with the vacancy holder before applying.

Feedback will only be provided if you attend an interview and request it. Please note we do not consider standalone CV applications - you must apply for this role through Civil Service Jobs.

Making high quality professional HR services accessible to our clients, in delivering innovation, empowering customers, and ensuring that your success is our future