Operational Case Manager

Details
Reference number
427913
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
10
Contents
Location
About the job
Benefits
Things you need to know
Apply and further information
Location
Crown Way, Cardiff, CF14 3UZ
About the job
Job summary

Please note: Applicants should review all aspects of this advert to ensure a thorough understanding. If reviewing via a screen reader, please note that the Job summary, Job description, Person specification and Things you need to know sections have been emphasised

About Companies House
At Companies House, we re proud to be more than just a registry we re a forward-thinking organisation at the heart of the UK s business landscape. Our ambition is clear: to be the best registry of companies in the world. We re achieving this through brilliant people, working on brilliant systems, delivering brilliant services.

We re entering an exciting new chapter. With enhanced powers to tackle economic crime, we re expanding our remit and deepening our impact across government and society. This transformation brings new challenges, new opportunities, and a renewed focus on innovation, collaboration, and public value.

As part of this change, we re expanding into investigative work, and our Operational Case Managers will be at the forefront playing a key role in protecting the integrity of the register and supporting the government s fight against economic crime.

Find out more about what a great place Companies House is to work

About the role
We re looking for committed, confident, and adaptable individuals who can work independently and thrive in a collaborative team environment.

Do you enjoy working in a fast-paced, operational setting?
Are you motivated by meaningful work that supports public trust and transparency?
Do you have strong communication and decision-making skills?

If so, this could be the perfect opportunity for you and we d love to receive your application.

To be eligible for this role you must meet the security requirements for Security Clearance (SC) level vetting. To gain SC level vetting you will need to have been a UK resident for a minimum of 3 years out of the last 5 years. For more details, please refer to the Things you need to know section below.

Please note - Companies House cannot offer Visa sponsorship to candidates through this campaign.

Job description

As a Operational Case Manager, main duties consist of but are not limited to:

Manage and assess cases:

Handle enforcement cases with professionalism and sound judgement.
Review and respond to customer appeals, ensuring fair and consistent decision-making.
Collect, interpret, and evaluate data to produce high-quality reports.
Assess customer responses and determine whether financial or criminal sanctions are appropriate.
Record clear rationale for decisions and actions taken.
Escalate cases appropriately, following internal processes.

Engage with customers:

Understand and assess the nature of issues presented, using intelligence and information to take appropriate action.
Use new powers to query information and advise customers on potential sanctions.
Follow up on outstanding requests and respond to enquiries via email and telephone.

Collaborate with colleagues:

Communicate effectively across teams, escalating complex cases and offering guidance to peers.
Participate in case conferences, share intelligence, and contribute to continuous improvement.
Develop your understanding of legislation, case law, and policy to support decision-making

Where will you be working?
You will be aligned to our Cardiff office, where you will be expected to attend on a regular basis. We use a hybrid working model to support a healthy work-life balance, with attendance at the office required weekly. Attendance patterns will be agreed with your manager. You may need to attend the office more often when business needs require.

Be part of the Operational Delivery Profession (ODP)
This role is part of the Operational Delivery Profession the largest profession in the Civil Service, with over 290,000 members. ODP professionals are the public face of government, delivering essential services to millions of people every day. As a member of this profession, you ll have access to a wide range of development opportunities, a supportive community, and a clear framework to grow your career.

To learn more about the Operational Delivery Profession, visit ODP Civil Service Careers Page

Person specification

What we re looking for

We re seeking individuals who can demonstrate

Strong written and verbal communication skills to produce high-quality correspondence and confidently handle challenging customer conversations, while working effectively with colleagues at all levels.
Sound decision-making and analytical skills to interpret complex information, evidence and data, and make informed decisions based on individual case merits.
Attention to detail to ensure accuracy and consistency in case handling and documentation.
Ability to follow and apply policies and guidelines ensuring decisions are compliant and well-reasoned.
Collaborative working to support colleagues, escalate complex cases, and contribute to team success.
Adaptability and openness to change to embrace new ways of working and suggest improvements.

For this opportunity, we are be able to consider full-time or slightly reduced hours, depending on workload and business needs (minimum of 22.5 hours across 3 days)

Behaviours

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

Making Effective Decisions
Working Together
Managing a Quality Service
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.

If you require any reasonable adjustments at application stage, or if you'd like to discuss any person-centred adjustments, please contact us by emailing .

Read our 'Applying under the Disability Confidence Scheme (DCS)' guide to find out how to successfully complete an application under the Disability Confidence Scheme (DCS).

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

Additional details on security and vetting

Successful candidates must meet the security requirements for Security Check (SC) before they can be appointed. Further information on the vetting process can be found at National security vetting: clearance levels - GOV.UK.

To be eligible for SC clearance, candidates must meet the vetting criteria and have been a resident in the UK for at least 3 out of the last 5 years. Failure to meet the residency requirements will result in your security clearance application being rejected.

Please review our vetting charter to understand what you can expect from the process - The vetting charter - GOV.UK

If you have questions regarding this or are unsure if you meet the eligibility criteria, please contact

What will the process look like?

Communications will be electronic via email therefore it is important that you check your Civil Service Jobs account regularly, as well as your spam/junk email folder.

We welcome applications in Welsh / Rydym yn croesawi ceisiadau yn y Gymraeg.

Key Dates:(dates are indicative only and could be subject to change)
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