Operational Case Manager

Details
Reference number
411537
Salary
£29,047
All our roles come with an excellent benefits package, including the generous Civil Service Pension Scheme. Further salary increases depend entirely upon the outcome of our annual pay negotiation with central government. If you are a current Civil Servant transferring to us, your salary will be discussed in line with our pay policies.
A Civil Service Pension with an employer contribution of 28.97%
GBP
Job grade
Executive Officer
Band C
Contract type
Permanent
Business area
CH - Customer Delivery Directorate
Type of role
Operational Delivery
Working pattern
Flexible working, Full-time, Part-time
Number of jobs available
4
Contents
Location
About the job
Benefits
Things you need to know
Apply and further information
Location
Cardiff, Wales, CF14 3UZ
About the job
Job summary

We believe Companies House is a great place to work and we d love you to come and join us!

At Companies House our aim is to be the best registry of companies in the world, achieved through brilliant people, working on brilliant systems, delivering brilliant services. Through our new powers we re excited to be working across government to fight economic crime.

We re going through an exciting change at Companies House as we expand into investigative work and our Operational Case Managers will be at the forefront of this!

We need committed, confident and adaptable individuals, who can work independently but are also great as part of a team; working together to deliver more for our customers.

Do you thrive in a challenging, dynamic operational environment?
Would you like to be at the forefront of supporting the government s fight against economic crime?
Do you have great communication and decision-making skills?

If so, these Operational Case Manager roles could be for you and we d love to receive your application!

Job description

Our Operational Case Managers will:

Manage enforcement cases working in an organised way, thinking constructively, judging each case on its merits.
Receive and consider customer appeals in relation to decisions made.
Produce and deliver reports by collecting, interpreting and evaluating all relevant data and customer information.
Assess customer responses and make decisions to decide if a financial or criminal sanction should be pursued.
Record rationale for their actions.
Evaluate and understand when cases require escalation and effectively follow our internal processes.

Work with customers to:

Understand the nature of issues presented and make informed decisions, using information and intelligence received, to take appropriate action.
Use our new powers to query information with customers and advise about potential sanctions.
Follow up on requests for information where no response has been received.
Respond to enquiries, via email, telephone, and request information, querying outcomes.

Work with colleagues to:

Communicate and collaborate with a wide variety of colleagues - escalating more complex cases to senior colleagues, whilst also acting as a point of reference and advice for colleagues who identify suspicious activity.
Take part in case conferencing with senior colleagues, feeding back intelligence received, developing their own knowledge of legislation, case law and suggesting areas for improvement.
Person specification

We re looking for Operational Case Managers with:

Great communication skills, including:

Written and spoken communication skills - to produce high quality personalised written correspondence and be confident to have effective (and at times challenging) customer conversations over the telephone.
Communicating and working well with colleagues at all levels to escalate complex cases and seek advice.

Analysis and decision-making skills, including:

Being confident to work effectively and at pace with complex information, evidence and data.
Being able to interpret information, data and evidence to make informed decisions, judging individual cases on their merits.
Having great attention to detail.
The ability to follow and apply our guidelines and policies when pursuing investigations.

Great quality skills, including:

Being a great collaborator and team player.
Being adaptable - to recommend and accept alternative and more effective ways of working.
Having good IT skills you ve not got to be an expert, just somebody who feels confident using a computer.
Being self-motivated - to manage your own workload well.
Behaviours

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

Making Effective Decisions
Working Together
Communicating and Influencing
Benefits
Alongside your salary of £29,047, Companies House contributes £8,414 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

We believe that our success is driven by the well-being and satisfaction of our team members at all levels of the organisation. At Companies House we re committed to providing a comprehensive benefits package that goes beyond the ordinary, ensuring your career journey with us is not only fulfilling, but also rewarding. We pride ourselves on offering a quality work-life balance with our employee wellbeing being central to our working practices.

Head to Our benefits - Working for us - Recruitment (companieshouse.gov.uk) to find out more about the fantastic benefits package we have at Companies House.

We celebrate diversity

As an equal opportunity employer, we celebrate diversity, being committed to ensuring we re representative of the citizens we serve and creating an inclusive environment. Everyone in Companies House brings something different, and so will you. To fulfil our commitment to recruiting and attracting diverse talent we welcome applications from underrepresented groups. We also welcome applications from Welsh speakers.

We are proud to be a disability confident leader. Our recruitment process is fully inclusive and we can make adjustments as needed through our process. These could include having an interview buddy, extra time at interviews/assessments and receiving interview questions in advance, to name a few. We will be happy to discuss any person-centred adjustments, please contact us by emailing

Where will you be working?

We have a variety of Operational Case Manager roles available in a range of exciting teams and we ll allocate successful candidates to roles. Requirements for office attendance will vary across teams - some of these roles may include the opportunity for hybrid working and some may be predominantly office based roles. Hybrid workers can work partly from the office and partly from their home, depending on business need.

All successful candidates should expect to need to attend our Cardiff office for up to 5 days per week during their training and consolidation period.

Things you need to know
Selection process details
This vacancy is using Success Profiles , and will assess your Behaviours, Strengths and Experience.

In your application form we d like you to:

Tell us about your employment history, including key responsibilities and achievements.
We d like you to write a personal statement of 1000 words where you show us evidence of all of the elements of the person specification. We'd encourage you to use the full word count and to make it clear as you're giving us examples and evidence of the different elements of the person specification.
We will be sifting looking through your application for evidence of all of the elements of the person specification, so we'd encourage you to include evidence of as many of them as you can throughout your application and especially in your personal statement.

Companies House uses a blended interview technique, allowing us to find out more about you. We use the Success Profile framework and at interview we will use Success Profiles assessing the Behaviours listed in the advert and Strengths.

We re committed to being diverse and inclusive, so please make your application anonymous by removing all identifying personal information (such as names and dates) from your personal statement.

We understand that you might use AI and other resources for your application; however, please ensure all information you provide is factually accurate, truthful, and original and doesn t include ideas or work that isn t your own. This is so that your application is authentically and credibly your own. Our Careers Hub provides lots of helpful information about our 'dos and don'ts' for using AI during the recruitment process - Using AI when applying for a job at Companies House - Opportunities and how to apply - Recruitment

What will the process look like?

We ll sift all applications this involves reading through them all, please bear with us as this can take some time. We may raise the score required at sift stage to progress to interview if we receive a high number of applications.
If you re successful at sift stage, we ll invite you to an interview and assessed activity at our Cardiff Office. You will prepare your assessed activity just before your panel interview and will talk the interview panel through your thoughts and ideas at the start of your interview. Your panel interview will include Success Profiles behaviour and strength based questions to find out more about your skills and experiences. Successful candidates need to be successful in both the assessed activity and interview click apply for full job details