Casework Officer - Basingstoke, United Kingdom - Cabinet Office

Cabinet Office
Cabinet Office
Verified Company
Basingstoke, United Kingdom

2 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

Details:


Reference number:


Salary:

- £24,327 - £27,101
Job grade:


  • Executive Officer
    Contract type:
  • Permanent
  • Apprenticeship
    Business area:
  • CO
  • Government Business Services
  • Government Business Services
(GBS) is a large business unit within the Cabinet Office with around 610 staff.

It brings together back office services across government, and supports the Civil Service with high-volume HR and finance processes, aligned to th
Type of role:


  • Operational Delivery
    Working pattern:
  • Flexible working, Fulltime, Job share, Parttime
    Number of jobs available:
  • 1Contents
Location

About the job


Benefits:

Things you need to know

Location

  • Glasgow, Scotland, G2 8

HS :
Basingstoke, South East England, RG24 9NWAbout the job


Job summary:


For other areas of GBS please add description below.

  • We are seeking a highly organised Executive Officer pensions apprentice to be part of the Civil Service and Royal Mail Pensions Casework Team. The Casework Team is made up of Casework Officers who collaboratively manage investigating a number a different case types including; official correspondence and complaints, redundancy requests and overpayments no two days are quite the same.
  • Each Casework Officer is responsible for managing their individual caseload which could be made up of one or a number of case types depending on incoming workloads.
  • Casework Officers report in to a Casework Manager who provides advice and reviews cases prior to them being completed.

Job description:


Manage a caseload and completing thorough investigations in a timely manner, including:

  • Ensuring all the case details are recorded accurately on our digital system with the case file kept up to date
  • Reviewing the correspondence and evidence available to determine the key issues that require investigating and the information required to do this
  • Contacting members, employers, the pensions administrator and other third parties to request the evidence required to reach a conclusion
  • Reviewing the evidence and circumstances of the case to determine if the member has been treated correctly
  • Identifying good practice and determining if something has gone wrong that needs to be put right
  • Reaching sound decisions based on the facts of the case. There are a number of resources available to assist with this including the guidance and policies set out for the Casework Team and the Civil Service and Royal Mail Schemes' rules
  • Meeting service levels and following processes at each stage of an investigation to ensure it is progressed efficiently

Communicating clearly and effectively with members and other stakeholders, including:

  • Drafting clear and concise responses that explain clearly and persuasively the outcome of an investigation
  • Using templates and standard wording to ensure consistent messages are delivered to stakeholders but identifying where these need to adapted to suit the circumstances of the case
  • Using a variety of communication methods to provide succinct explanations and answer additional questions that will aid the understanding of the relevant parties

Working with the Casework Team and to provide a high quality and effective casework system:

  • Being adaptable and willing to vary your caseload depending on the incoming workloads and priorities set for the team
  • Sharing knowledge gained through casework with the rest of the Civil Service Pensions and Royal Mail team on how to improve the service to members
  • Contributing regularly to reports on the investigations completed and providing feedback based on investigations

The types of Casework that are dealt with in the Casework Team are:

  • Responding to official correspondence received by the Civil Service and Royal Mail Pensions team, including from MPs and senior officials
  • Completing investigations in to the Second Stage of the formal complaints process
  • Managing appeals made to the Pensions Ombudsman
  • Responding to Freedom Of Information (FOI) and Systems Access Request (SAR), including any appeals to the Information Commissioner's Office (ICO)
  • Handling overpayments recovery cases

Person specification:


Essential Skills Required

  • Excellent written/drafting skills (this will be tested via assessment at interview).
This role is a permanent position with the Pensions Casework team with a requirement to undertake an apprenticeship.


Desirable skills

  • Investigations or complaints handling experience
  • Experience of drafting responses to correspondence or complaints

Behaviours:

We'll assess you against these behaviours during the selection process:

  • Making Effective Decisions
  • Delivering at Pace
  • Communicating and Influencing
  • Managing a Quality Service

Benefits:


  • Learning and development tailored to your role.
  • An environment with flexible working options.
  • A culture encouraging inclusion and diversity.
  • A Civil Service Pension which provide
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