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Operational Delivery

Tribunal Caseworker – 35942
£24,002 - £31,973


We welcome and encourage applications from everyone, including groups currently underrepresented in our workforce and pride ourselves as being an employer of choice. To find out more about how we champion diversity and inclusion in the workplace, visit:

Rydym yn croesawu ac yn annog ceisiadau gan bawb, yn cynnwys grwpiau sydd wedi’u tangynrychioli yn ein gweithlu ar hyn o bryd, ac rydym yn ymfalchïo mewn bod yn gyflogwr o safon uchel sy’n denu llawer o ymgeiswyr. Ewch i i gael rhagor o wybodaeth am sut rydym yn hyrwyddo amrywiaeth a chynhwysiant yn y gweithle.

The Role

  • Position: Tribunal Caseworker
  • Directorate: Tribunals
  • Location: The role will be based within a Courts & Tribunals Service Centre or Regional Hearing Centre, although regular and routine working from other regional locations may be expected. National travel will be an occasional requirement.
  • Band: Pay span or equivalent: Band C
  • Contract Type: Permanent

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.


As part of Her Majesty’s Courts and Tribunals Service (HMCTS) the Tribunals directorate is responsible for the effective administration of tribunals in England and Wales and non-devolved tribunals in Scotland and Northern Ireland. We work with an independent judiciary across a wide range of jurisdictions to provide a fair, efficient and effective justice system.

HMCTS is undertaking an ambitious reform programme. The programme will enhance the provision of a world-class justice system, in a manner that provides an improved user experience at reduced cost to the taxpayer. This will contribute to consolidating the UK’s position at the forefront of an increasingly competitive international legal market as well as ensuring access to justice for all.

The programme includes creating high quality services, modernising the court estate, updating and replacing its technology, speeding up and streamlining working practices, refurbishing buildings to reduce maintenance costs and provide much improved services for service users, especially vulnerable witnesses and victims.

Role Overview

Working within a Courts & Tribunals Service Centre or Regional Hearing Centre, the tribunal caseworker will support the effective administration of Tribunals business by undertaking a range of complex case work and assessment activity in order to determine how best to advance caseloads and remove any barriers to effective and timely case progression.

The key purpose of the role

Job Description

Working closely with judiciary, legal professionals and tribunal administration teams, the tribunal caseworker will undertake initial assessments on a range of incoming tribunals work, including case files, applications and correspondence in order to establish the level of authority and expertise needed to address the case and determine the most effective route for case progression. Working to delegated judicial functions and working to directions from the judiciary, the tribunal caseworker will provide ongoing and proactive management of caseloads, identifying any barriers or risks to effective case progression and developing interventions or actions to resolve these, liaising with a range of stakeholders and the public.

The caseworker will be expected to evidence a strong understanding of functioning across a range of jurisdictions to provide flexible, cross tribunal expertise.

The key objectives of the role include:

Initial Case Assessment

The tribunal caseworker will be required to undertake initial assessment on incoming tribunals documentation and liaise with various stakeholders, including service users, to ensure effective case progression. This will include:

  • Identify that claims / appeals have been lodged within the relevant timelines
  • Ensure that claims / appeals are being addressed by the correct tribunal and at correct tribunal tier
  • Ensuring any relevant fees have been paid by claimants / appellants
  • Ensuring claims / appeals are made on the correct documentation and that all of the information necessary to progress the case is present
  • Ensuring claims and appeals are allocated to the correct appeal type and where appropriate listing track

Case Management

Operating under delegated judicial functions, manage the case by removing barriers to its progression and ensuring efficient allocation of tribunal resources. This will include:

  • Issuing directions to parties to file evidence and other documents
  • Giving of listing instructions to administrative staff
  • Ensuring the panel composition is appropriate to the case
  • Ensuring interpreter requirements are identified
  • Undertaking case management appointments

Applications from parties to the appeal

Working to delegated judicial powers, caseworkers will be expected to identify and sift applications, making decisions on:

  • Postponing hearings
  • Transferring proceedings to another region or jurisdiction
  • Requests to withdraw proceedings
  • Extensions and variations of time to comply with an aspect of procedure rules
  • Requests to vary directions

Multi-Jurisdictional Expertise

Operating within a regional cluster, the tribunal caseworkers will be expected to develop expertise across a number of tribunal jurisdictions in order to provide flexible technical case support across tribunals business.

Communicating with key stakeholders

  • Ensuring effective engagement with judiciary, user groups and representative organisations in order to progress tribunals work effectively
  • Think beyond own area of responsibility, considering wider policy and organisational implications of issues


Undertake any administration necessary to support the effective delivery of the tribunal caseworker role, ensuring:

  • All relevant documentation is completed fully, accurately and in timely manner
  • All physical and electronic tribunal case files and records are properly and tidily maintained


The tribunal caseworker will report to a manager within a Courts & Tribunals Service Centre or Regional Hearing Centre.   In working under delegated judicial functions, the caseworker will receive significant technical input and direction from the relevant tribunal judiciary.


You will be required to provide evidence on the following behaviours success profile at Level 3 at both sift and interview stages.

Making Effective Decisions

Understand own level of responsibility and empower others to make decisions where appropriate. Analyse and use a range of relevant, credible information from internal and external sources to support decisions. Invite challenge and where appropriate involve others in decision making. Display confidence when making difficult decisions, even if they prove to be unpopular. Consult with others to ensure the potential impacts on end users have been considered. Present strong recommendations in a timely manner outlining the consideration of other options, costs, benefits and risks.

Communicating and Influencing

Communicate in a straightforward, honest and engaging manner, choosing appropriate styles to maximise understanding and impact. Encourage the use of different communication methods, including digital resources and highlight the benefits, including ensuring cost effectiveness. Ensure communication has a clear purpose and takes into account people’s individual needs. Share information as appropriate and check understanding. Show positivity and enthusiasm towards work, encouraging others to do the same. Ensure that important messages are communicated with colleagues and stakeholders respectfully, taking into consideration the diversity of interests.

Working Together

Encourage joined up team work within own team and across other groups. Establish professional relationships with a range of stakeholders. Collaborate with these to share information, resources and support. Invest time to develop a common focus and genuine positive team spirit where colleagues feel valued and respect one another. Put in place support for the wellbeing of individuals within the team, including consideration of your own needs. Make it clear to all team members that bullying, harassment and discrimination are unacceptable. Actively seek and consider input of people from diverse backgrounds and perspectives.

Managing a Quality Service

Develop, implement, maintain and review systems and services to ensure delivery of professional excellence. Work with stakeholders to set priorities, objectives and timescales. Successfully deliver high quality outcomes that meet the customers’ needs and gives value for money. Identify risks and resolve issues efficiently. Involve a diverse range of colleagues, stakeholders and delivery partners in developing suggestions for improvement. Establish ways to find and respond to feedback from customers about the services provided.

Delivering at Pace

Show a positive approach to keeping the whole team’s efforts focused on the top priorities. Promote a culture of following the appropriate procedures to ensure results are achieved on time whilst still enabling innovation. Ensure the most appropriate resources are available for colleagues to use to do their job effectively. Regularly monitor your own and team’s work against milestones ensuring individual needs are considered when setting tasks. Act promptly to reassess workloads and priorities when there are conflicting demands to maintain performance. Allow individuals the space and authority to meet objectives, providing additional support where necessary, whilst keeping overall responsibility.


  • A law degree or equivalent experience is desirable.

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.

Additional Information

To apply for this role you must have a law degree or equivalent technical experience.

Working Arrangements & Further Information

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.


  • 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 any moves across the Civil Service may have implications on your ability to carry on claiming childcare vouchers
  • Paid paternity, adoption and maternity leave.
  • Free annual sight tests for employees who use computer screens.


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.

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

1-      To Shared Service Connected Ltd (0845 241 5358 (Monday to Friday 8am – 6pm) or e mail;

2-      To Ministry of Justice Resourcing (;

3-      To the Civil Service Commission (details available here)

The Civil Service embraces diversity and promotes equality of opportunity.

There is a guaranteed interview scheme (GIS) for candidates with disabilities who meet the minimum selection criteria.

Grading Structure Review

The Ministry of Justice is currently undergoing a review of posts which are currently graded at Band A to realign our grading structure with the majority of the wider Civil Service.

Posts advertised at Band A may be graded at either Grade 6 or Grade 7 once the review has taken place.