HR Complex Case Team Leader

We are MHCLG

This is a varied and collaborative role focused on building a trusted, responsive and sustainable in-house HR casework service. This is a completely new role, where the post-holder will need to build capability and service whilst balancing providing advice on complex employment matters. Our new service will provide clear and expert support across the organisation on casework matters, with a focus on early resolution, dispute resolution, and attaining a high-performance organisation through ensuring matters are dealt with in a timely and fair way.

• Lead and manage the Complex Casework team, including work allocation, performance, quality assurance and delivery.
• Provide expert, risk-based advice on complex HR casework, ensuring alignment with employment law, Civil Service HR practice and MHCLG policy.
• Oversee complex and sensitive cases, including attendance, performance, discipline, grievance, workplace adjustments, complaints, appeals and employment litigation.
• Support Employment Tribunal and early conciliation activity, working with Government Legal Department where required.
• Coach managers to make fair, evidence-based decisions and resolve issues early. Improve casework processes, guidance, escalation routes, data capture and service standards.
• Use casework data and insight to identify trends, manage risk and improve service quality. In partnership across People Capability and Change develop issue resolution offer aimed at resolving issues quickly and effectively.
• Build strong relationships with HR colleagues, senior stakeholders, trade unions where appropriate and other government departments.

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)

Application and Selection

The application process will be split into 2 stages, testing the following Success Profiles:

Behaviours , Strengths , Experience

Please ensure your CV and Cover Letter does not contain any personally identifiable information.

Note: We do not consider direct CV applications. All applications must be submitted via the provided application link.

Important: Your CV and Cover Letter must be merged into a single document before uploading. However, only your Cover Letter will be assessed.

Stage 1: Sift (Cover Letter)

In your Cover Letter of no more than 600 words, demonstrate your ability to lead work and make decisions on cases involving complex, sensitive issues and significant organisational risks. Use specific examples to explain how you assessed risks, made decisions and maintained a consistent, high-quality service while adapting to a changing employment landscape. Clearly outline your approach, the actions you took and the outcomes achieved.

If you run into any technical problems when applying through Be Applied (for example, trouble logging in or submitting your application), their support team can help. Please contact them at hello@beapplied.com.

Stage 2: Interview

During the panel interview, candidates will be assessed through behaviour, experience and strength based questions, covering the below:

• Behaviours: Leadership, Making Effective Decisions, Managing a Quality Service, Communicating and Influencing.
• Experience: Candidates will be asked to prepare and deliver a 5-minute verbal presentation as part of the assessment of your experience. A scenario will be provided to candidates invited to interview alongside their interview invitation, giving you time to prepare in advance.
• Strengths: The strength-based questions will require natural responses from the candidates.

Sift and Interview Dates

This will be a rolling sift. This means the hiring team will review applications as they are submitted.

Interviews are envisaged to take place the week commencing 30 November 2026 and are currently being held remotely via videocall. This could be subject to change.

Disability Confident Scheme (DCS)

We are a Disability Confident employer.

We apply a fair and proportionate interview process for all candidates. In line with our commitment to the Disability Confident Scheme (DCS), we aim to progress candidates who apply under the Disability Confident Scheme and meet the required minimum selection criteria.

However, where high application volumes are received, progression to interview may be limited to those who best meet the role criteria. In these circumstances, the benchmark required to proceed to interview may be raised for all candidates.

How We Recruit

Find out more about our recruitment processes here.

• Applying
• Sifting
• Interview
• Interview Results & Feedback
• Reserve List
• Near Miss
• Civil Service Grades
• We are a DCS, RIS & GPTWV employer
• Reasonable Adjustments

How to Apply

Find out everything you need to know before applying here.

You must review the following information from the MHCLG Career's Site before submitting your application. This step is essential to ensure your eligibility for the role and that your application is completed correctly.

• Security Clearance Requirements
• Civil Service Nationality Requirements
• Right to Work
• Civil Service Code and Recruitment Principles
• CV Declaration
• Sponsorships
• Salary and Grade
• Existing Civil Servants
• Conflict of Interest
• Location and Flexible Working
• Internal Fraud Database
• Appeals and Complaints
• Fixed Term Appointments for:
• External Candidates
• Existing Civil Servants (Including Loans)
• Secondments
• MHCLG employees

Security Clearance Requirements

National Office: BPSS

London Office: BPSS + CTC

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