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Operational Delivery

Case Progression Officer – 57436
£25,118 – £26,901


We encourage applications from people from all backgrounds and aim to have a workforce that represents the wider society that we serve. We pride ourselves on being an employer of choice. We champion diversity, inclusion and wellbeing and aim to create a workplace where everyone feels valued and a sense of belonging. To find out more about how we do this visit:

Directorate: Operations

Job Title: Case Progression Officer

Centres: First-tier Tribunal (Tax)

Pay Span or equivalent: Band D


HM Courts and Tribunals Service is responsible for the administration of criminal, civil and family courts and tribunals in England and Wales, and non-devolved tribunals in Scotland and Northern Ireland.

We are an executive agency of the Ministry of Justice. Every year, we handle more than 2 million criminal cases, 1.8 million civil claims, 150,000 family law disputes, almost 800,000 tribunal cases and we collect over £440m of fines imposed by courts.

Our 15,000 people working in around 349 courts, tribunals and national centres, play a vital role in maintaining the rule of law, supporting access to justice for all, and providing support to an independent judiciary in the administration of justice.

HMCTS is in the second year of our ambitious six-year programme to reform the courts and tribunal system. Together, we are changing how we work to ensure that our justice system continues to lead and inspire the world, and works better for everyone, from judges and legal professionals, to witnesses, litigants and the vulnerable victims of crime.

Role Overview

The First-tier Tribunal (Tax), is based at the Hagley Road Birmingham. It is the HMCTS national centre for the processing of cases in the First-tier Tribunal (Tax) – from issue of the case through to hearing, final determination and post hearing work.  The team handle a wide range of cases from relatively straightforward appeals against fixed £100 late filing penalties, or duties on purchases or gifts from overseas to complex appeals involving hundreds of millions of pounds. The team have a good reputation for improving services to customers through continuous improvement, working with colleagues and stakeholder.

As a Case Progression Officer you will be part of a small multi-grade team known as the Technical Team, which includes the Tax Appeals Registrar and Tribunal Caseworkers.  The Technical Team provides technical support to the rest of the office and judiciary and also deals directly with the parties involved in an appeal.  

Your duties will primarily concern the categorisation and early case management of tax, customs and duties appeals in the paper, basic and standard categories while working within a small multi grade team. Ample training will be provided and further information about the First-tier Tribunal (Tax) is available online. There will be scope to use and transfer existing appeals work skills and to broaden your knowledge of appeals work into higher category and tax cases.

The key purpose of the role is to

  • Ensure that new appeals are efficiently allocated to the right track to ensure appropriate and efficient future handling – ‘categorisation’, ensuring that appeals proceed to completion without delay.
  • Identify and advise staff, technical team members and judiciary on individual paper and basic cases within judicial guidelines or as agreed with the Registrar.
  • Be responsible for identifying individual appeals needing bespoke case management or members of potential groups of appeals.
  • Work with others to achieve a reduction in returned appeal rates. The Technical Caseworker will also monitor appeal rejection rates and extension of time requests to improve customer service.
  • Provide guidance particularly to operations staff, playing a role in mentoring and developing standards within the First-Tier Tribunal (Tax Chamber) Teams as well as dealing with individual appeals and appellants/respondents and their representatives.
  • Establish effective and efficient partnerships with the Registrar, Tribunal Case Workers and the tax judges, and carry out any delegated functions, either laid down in the Rules or specified in judicial Practice Directions.
  • Effectively communicate with parties to appeals on paper, basic and some low maintenance standard category cases to resolve any queries or issues arising by telephone and bespoke written communication.

Key activities will include:


  • To monitor, compile and analyse appeal rejection rates and to prepare reports.
  • To monitor, compile and analyse Extension of Time requests on standard category appeals and to prepare reports.
  • To support the Registrar, Tribunal Caseworkers, Case Creation Team and Judiciary in the implementation of their case management roles.
  • To review systems, identify weaknesses and work with others in the FTT to improve processes and to highlight to the Registrar and Senior Management when issues of compliance to directions are highlighted and to take remedial action as appropriate or make recommendations for improvements.


  • To work with others to reduce and prevent rejections of notices of appeal.
  • To work with others to improve the acceptance rate statistics.
  • To case manage appeals and applications and ensure compliance by parties of directions made by the Tribunal.
  • Checking with parties as to readiness for hearings as directed.
  • To identify and review old cases and initiate action to progress them.
  • To refer problems with pre-hearing preparation to Registrar / Judiciary as appropriate.
  • Categorisation, effective progression and case management of paper and basic category appeals.

Processing casework

  • Undertake individual casework as assigned, or on individual appeals.
  • Work with staff to ensure that casework is appropriately managed, providing information / advice where process deviations have occurred.
  • To identify training needs to address any skills issues impacting on the performance of the FTT in the early stages of appeals.

Communicating with the public, the judiciary, other tribunal users and representatives of other agencies and organisations

  • Maintain effective working relationships with the judiciary, customers and stakeholders. Working with other government departments to improve the level of service offered to users.
  • Attend and contribute to case progression meetings, technical team meetings, listing and administrative meetings as required.


  • To progress cases as directed by judiciary and line management in line with the Delegation for providing that service.
  • To develop an understanding of the relevant legislation regarding appeal rights to the FTT.
  • Discuss with, and receive guidance from, the Tribunal caseworkers, Registrar or judiciary regarding appropriate actions to take to progress cases in line with your skill set.


  • The tribunal caseworker will report to a manager within the First-tier Tribunal (Tax).
  • Working under delegated judicial functions, the caseworker will receive significant technical input and direction from the Tax Appeals Registrar.

Other duties

The post holder is required to work in a flexible way and undertake any other duties reasonably requested by line management which are commensurate with the grade and level of responsibility of this post.

Location of Post

The post holder will be located in the FTT Administrative Centre located at 54 Hagley Road, Birmingham.

Key Civil Service Behaviours

You will be required to provide evidence of the following key behaviours at Level 2 at assessment.

  • Changing and Improving
  • Making Effective Decisions
  • Working Together

Please note, depending on volumes of applications received the sift stage may be based on the lead behaviour, which is Making Effective Decisions..


Technical is the demonstration of specific professional skills, knowledge or qualifications. The specific knowledge or qualifications needed for a role are defined by each Head of Profession.

The demonstration of a transferable decision-making aptitude, working within a set framework or guidance and previous precedents, under a form of supervision.

Judicial scenario assessment, at interview, to test decision making skills.

Operational Delivery in HMCTS

This role is part of the Operational Delivery Profession. Operational delivery professionals are the outward face of government, providing essential services to the public in a variety of roles. They work in many different departments and agencies across the breadth of the UK, delivering service to customers in

  • Face-to-face roles in HMCTS for example a court usher
  • Contact Centre roles in HMCTS for example call centre advisers
  • Processing roles in HMCTS for example Staff at the County Courts Money-Claims Centre and Courts and Tribunal Administration

Being part of the operational delivery profession means belonging to a cross-government community of people.  This will offer you access to information on professional standards, skills development and qualifications to help you continue to improve your development and performance and expand your career options.


£25,118 - £26,901

Additional Information

Working Arrangements & Further Information

The MoJ offers Hybrid Working arrangements where business need allows. This is an informal, non-contractual form of flexible working that blends working from your base location, different MoJ sites and / or from home (please be aware that this role can only be worked in the UK and not overseas). Some roles will not be suitable for Hybrid Working. Similarly, Hybrid Working will not suit everyone’s circumstances. Arrangements will be discussed and agreed with the successful candidate(s) and subject to regular review.

For nationally advertised roles, the successful candidate(s) will be appointed to a MoJ office location, which may include their nearest Justice Collaboration Centre or Justice Satellite Office. This will be discussed and agreed on the completion of pre-employment checks.

Some of MoJ’s terms and conditions of service are changing as part of Civil Service reform. The changes will apply to staff joining MoJ who are new to the Civil Service. Staff joining MoJ from other civil service employers will transfer onto the new MoJ terms if they are already on ‘modernised’ terms in their current post or onto ‘unmodernised’ MoJ terms if they are on ‘unmodernised’ terms at their current post. Details will be available if an offer is made.

Flexible working hours

The Ministry of Justice offers a flexible working system in many offices.


The MoJ offers a range of benefits:

Annual Leave

Annual leave is 25 days on appointment and will increase to 30 days after five years’ service.

There is also a scheme to allow qualifying staff to buy or sell up to three days leave each year. Additional paid time off for public holidays and 1 privilege day. Leave for part-time and job share posts will be calculated on a pro-rata basis.


The Civil Service offers a choice of pension schemes, giving you the flexibility to choose the pension that suits you best.


The Ministry of Justice is committed to staff development and offers an extensive range of training and development opportunities.


The opportunity to join employee-run networks that have been established to provide advice and support and to enable the views of employees from minority groups to be expressed direct to senior management. There are currently networks for employees of minority ethnic origin, employees with disabilities, employees with caring responsibilities, women employees, and lesbian, gay, bisexual and transgender employees.


  • A range of ‘Family Friendly’ policies such as opportunities to work reduced hours or job share.
  • Access to flexible benefits such as voluntary benefits, retail vouchers and discounts on a range of goods and services.
  • For moves to or from another employer or moves across the Civil Service this can have implications on your eligibility to carry on claiming childcare vouchers. You may however be eligible for alternative government childcare support schemes, including Tax Free Childcare. More information can be found on UKor Childcare Choices. You can determine your eligibility at
  • Paid paternity, adoption and maternity leave.
  • Free annual sight tests for employees who use computer screens.

Working for the Civil Service

The Civil Service Code sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission’s recruitment principles. Should you feel that the recruitment process has breached the recruitment principles you are able to raise a formal complaint in the following order

The Civil Service embraces diversity and promotes equal opportunities. As a Disability Confident employer, MoJ are committed to providing everyone with the opportunity to demonstrate their skills, talent and abilities, by making adjustments throughout all elements of the recruitment process and in the workplace. MoJ are able to offer an interview to disabled candidates who meet the minimum selection criteria, except in a limited number of campaigns.

You will be able to request reasonable adjustments to the recruitment process within the application form. If you need additional help completing the application form, please contact the SSCL Recruitment Enquiries Team.

We encourage applications from people from all backgrounds and aim to have a workforce that represents the wider society that we serve. We pride ourselves on being an employer of choice. We champion diversity, inclusion and wellbeing and aim to create a workplace where everyone feels valued and a sense of belonging. To find out more about how we do this visit: