Case Manager – HR Casework Service

Job summary

IMPORTANT - This vacancy is using the Civil Service Numerical and Verbal tests. The deadline for completing the tests is the same as the vacancy closing date. Please ensure you complete the tests with sufficient time to complete the written application.

We are building an in-house HR Casework Service which will provide high‑quality, consistent, pragmatic and timely support and advice to managers across a wide range of employee relations matters. This is a key role within a growing team, helping to deliver a “single front door” for casework and improving how we manage performance, attendance, conduct and workplace issues.

As a Higher Executive Officer (HEO) Case Manager, you will manage your own caseload, from initial contact through to resolution, providing practical advice to line managers by applying judgement to assess risk, interpreting policy and setting out appropriate courses of action. You will play a central role in improving management capability, resolving issues early, and delivering better outcomes for both managers and employees.

Job description

You will take ownership of a varied caseload of HR casework, supporting managers through the full lifecycle of cases, from initial advice through to resolution.

Your responsibilities will include:

• Managing a portfolio of employee relations cases (e.g. performance, attendance, conduct, grievances and exits) from start to conclusion.
• Acting as a trusted adviser to line managers, provide clear, practical and proportionate advice tailored to the situation.
• Coaching managers to build confidence and capability in handling people issues.
• Identifying opportunities for early intervention to prevent escalation into formal processes.
• Analysing case information, identifying risks and recommending appropriate courses of action.
• Producing high‑quality written outputs including case records, letters and guidance documents.
• Working collaboratively with HR colleagues, legal, Occupational Health and other stakeholders.
• Identifying trends and contributing to continuous improvement of the service and policies.
• You will manage competing priorities, use sound judgement on complex cases, and provide a consistent, high‑quality service to managers.

Person specification

Essential Criteria:

We are looking for candidates who can demonstrate:

• Experience of handling or supporting casework, ideally within a HR environment.
• Excellent written and verbal communication, with the ability to translate complex HR issues for non-expert audiences.
• Strong analytical skills, with the ability to assess complex situations, interpret policy and apply it to real-life situations.
• Proven ability to build relationships and deliver challenging messages to influence leaders while maintaining credibility.
• The ability to prioritise and manage multiple competing demands.

We welcome applications from candidates seeking part time or compressed working pattern. However, due to the nature of the work and the shift coverage required, the minimum number of contracted hours for this role is 30 hours per week over a 4 day period.

Benefits

Alongside your salary of £37,260, Department for Education contributes £10,794 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).

Applicants currently holding a permanent post in the Civil Service should note that, if successful, their salary on appointment would be determined by the Department’s transfer / promotion policies.

As a member of the DfE, you will be entitled to join the highly competitive Civil Service Pension Scheme, which many experts agree is one of the most generous in the UK.

You will have 25 days leave, increasing by 1 day every year to a maximum of 30 days after five years’ service. In addition, all staff receive the King’s Birthday privilege holiday and 8 days’ bank and public holidays.

We offer flexible working arrangements, such as job sharing, term-time working, flexi-time and compressed hours.

Most DfE employees will be working a hybrid pattern, spending at least 60% of their time in an office or work setting. Changes to these working arrangements are available in exceptional circumstances but must be agreed with the line manager and in line with the requirements of the role.

Travel to your primary office location will not be paid for by DfE, but costs for travel to an office which is not your main location will be covered.

As an organisation, which exists to support education and lifelong learning, we offer our staff excellent professional development opportunities.

Things you need to know

Artificial intelligence

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 candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

To apply for this role, please select 'Apply Now' at the top or bottom of this advert. CV details need to be included in the template within the application form; attached or emailed CVs will not be considered.

Stage 1: Civil Service Numerical Test (CSNT)

When you have completed your personal information, you will be asked to complete the CSNT. You must achieve the minimum pass mark to progress to the next stage.

Stage 2: Civil Service Verbal Test (CSVT)

When you have completed the CSNT, you will be asked to complete the CSVT. You must achieve the minimum pass mark to progress to the next stage.

It is important you allow enough time to complete the test online (within 24-48 hours is recommended), and obtain the results before you can complete your full application online prior to the test closing date and time.

Do not leave completing the tests until the last minute in case you experience any access or technical issues. There may not be technical support available after business hours.

While the tests should work on most operating systems and modern browsers with a good internet connection, we cannot guarantee that every combination will work. At the beginning, the test will check which browser you are using, and alert you if it is likely to be incompatible.

It is highly recommended that you complete the online tests on a desktop computer, not a mobile phone or tablet.

If candidates require reasonable adjustments during the application process, or online test process, please allow sufficient time (at least 5 working days prior to the closing date) to allow us to review and progress your application to the next stage of the process.

Please note that there is no candidate support available from Friday 5pm until Monday 9am.

If you are unsuccessful in passing the online tests you will be unable to continue any further in the application process. If you successfully pass the tests, you will then progress to stage 3 of completi