EO Casework Officer - Civil Service and Royal Mail Pensions

Future Civil Service, Government Skills, Pensions and Operations

This is the strategic and functional centre for the Government People Function and human resources (HR) in the Civil Service.

We enable and improve the delivery of recruitment, training, workplace policy, HR strategy and management excellence to over half a million civil servants.

From recruitment to retirement, the Business Unit is at the forefront of working with ministers and departments to ensure the Civil Service is equipped to deliver for UK citizens. Some of our work includes:

• Leading on cross-government HR strategy, organisation design and workforce planning.
• Procuring and delivering training and development schemes for the Civil Service.
• Delivering recruitment services, guidance and expertise to departments.
• Coordinating and advising departments on pay, pensions and employee policy.
• Setting standards and guidance for line managers and senior civil servants.
• Coordinating the implementation of the Shared Services Strategy for Government.
• Enhancing employee experience to promote an engaged workforce and culture of performance excellence.

Civil Service People Plan 2024-27

A shared aim of all civil servants working in the Government People Function is to support the delivery of the Civil Service People Plan 2024-2027.

The People Plan outlines five People Priorities for the Civil Service, alongside 45 commitments to address our most pressing and immediate people challenges. Departmental plans and strategies also align with and contribute towards the People Plan.

The team provides system leadership across central government to pull together back-office services, driving efficiencies and reforms that make government work better. The role involves being a highly adaptable Executive Officer (EO) Casework Officer within the Civil Service and Royal Mail Pensions Casework Team. The Casework Team manages official correspondence, Internal Dispute Resolution Investigations, Freedom of Information Requests (FOI), and Subject Access Requests (SAR). The team is located at both Basingstoke and Glasgow sites. Please note that the Basingstoke location is closing in March 2027. These roles are being advertised for Glasgow ONLY.

As an EO Casework Officer within the Civil Service and Royal Mail Pensions Casework Team, you will manage a varied caseload of official correspondence, complaints, Internal Dispute Resolution (IDR), Exits, Discretions, Freedom of Information (FOI) requests, and Subject Access Requests (SARs). You will be responsible for conducting thorough investigations, which includes:

• Recording case details accurately and maintaining up-to-date case files on our systems.
• Reviewing correspondence and evidence to identify key issues.
• Liaising with members, employers, the pensions administrator, and other stakeholders to gather necessary information.
• Reaching sound, evidence-based decisions in accordance with scheme rules and policies.
• Identifying and escalating cases requiring technical advice.
• Drafting clear, persuasive responses for members, stakeholders, and senior officials.

Being adaptable to changing priorities and contributing to team reports and service improvements.

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths and Experience.

Application process

As part of the application process, you will be asked to complete a CV and Personal Statement.

Further details about what this will entail are listed on the application form.

Your Personal Statement (no more than 500 words) should explain how you consider your personal skills, qualities, and experience providing evidence of your suitability for this role. Please make particular reference to the key responsibilities, attributes, and essential experience outlined in the Person Specification.

Should a large number of applications be received, an initial sift may be undertaken using the Personal Statement.

Selection process

Candidates who progress to the interview will be tested via a bespoke written exercise (30 minutes). This will be immediately followed by a 40 minute interview covering the behaviours listed in the advert and some strength based questions. Further details will be provided to candidates who progress to the interview stage.

Expected timeline (subject to change)

Expected sift date – w/c 21 September 2026

Expected interview date/s – w/c 5 October 2026

Your interview will either be conducted face to face or by video. You will be notified of the location if you are selected for interview.

Reasonable Adjustment

If a person with disabilities is put at a substantial disadvantage compared to a non-disabled person, we have a duty to make reasonable changes to our processes.

If you need a change to be made so that you can make your application, you should:

Contact Government Recruitment Service via Cabinetofficerecruitment.grs@cabinetoffice.gov.uk as soon as possible before the closing date to discuss your needs.

Complete the ‘Assistance required’ section in the ‘Additional requirements’ page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you’re deaf, a Language Service Professional.

Further information

If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'contact point for applicants' section.

Please note terms and conditions are attached. Please take time to read the document to determine how these may affect you.

Any move to Cabinet Office from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax Free Childcare. Determine your eligibility at: https://www.childcarechoices.gov.uk.

A reserve list will be held for a period of 12 months, from which further appointments can be made.

If successful and transferring from another Government Department a criminal record check may be carried out.

In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure Scotland on your behalf.

However, we recognise in exceptional circumstances some candidates will want to send their completed forms direct. If you will be doing this, please advise Government Recruitment Service of your intention by emailing Pre-EmploymentChecks.grs@cabinetoffice.gov.uk stating the job reference number in the subject heading.

For further information on the Disclosure Scotland confidential checking service telephone: the Disclosure Scotland Helpline on 0870 609 6006 and ask to speak to the operations manager in confidence, or email Info@disclosurescotland.co.uk

Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant’s details held on the IFD will be refused employment.

A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5 year period following a dismissal for carrying out internal fraud against government.

New entrants are expected to join on the minimum of the pay band.

Feedback

Feedback will only be provided if you attend an interview or assessment.