EO Casework Officer - Civil Service and Royal Mail Pensions

Details

### Reference number

486080

• ### Salary
• £30,768
• A Civil Service Pension with an employer contribution of 28.97%
• GBP
• ### Job grade

Executive Officer

### Contract type

Permanent

### Business area

Pensions and Operational Services

### Type of role

Operational Delivery

### Working pattern

Flexible working, Full-time, Job share, Part-time

### Number of jobs available

6

Contents

• Location
• About the job
• Benefits
• Things you need to know
• Apply and further information
• Location

Glasgow, Scotland, G2 8HS

About the job

### Job summary

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 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.

### Job description

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) appeals, 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.

### Person specification

Essential skills

Excellent written and drafting skills, with the ability to produce clear, persuasive responses. (Tested at intrerview)

Strong analytical skills, with the ability to interpret complex information and make evidence-based decisions. (Tested at intrerview)

Ability to prioritise and manage a varied caseload in a rapidly changing environment.

Strong interpersonal and communication skills, capable of engaging with members, stakeholders, and senior officials.

Desirable skills

Experience of investigations or complaints handling.

Knowledge of Civil Service pension and compensation arrangements.

Knowledge of the wider pensions landscape, including regulatory trends.

Willingness to undertake relevant professional pensions qualifications.

Additional information:

Cabinet Office policy is that a minimum 60% of your working time should be spent at your principal workplace. For some roles, due to their nature and the business need, this may be up to 100%. Requirements to attend other locations for official business will also count towards this level of attendance.

### Behaviours

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

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

Alongside your salary of £30,768, Cabinet Office contributes £8,913 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides .

Learning and development tailored to your role.

An environment with flexible working options.

A culture encouraging inclusion and diversity.

A Civil Service Pension which provides an attractive pension, benefits for dependants and employer contributions of 28.97%.

A minimum of 25 days of paid annual leave, increasing by one day per year up to a maximum of 30.

Things you need to know

### Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance for more information on appropriate and inappropriate use.

### Selection process details

This vacancy is using Success Profiles , and will assess your Behaviours and Experience.

Application process

As part of the application process, you will be asked to complete a CV and provide a 250-word example of the behaviours required for the role.

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

Should a large number of applications be received, an initial sift may be undertaken using the lead Behaviour, Communicating and Influencing.

Selection process

Candidates who progress to the interview will be tested via a bespoke written exercise (40 minutes). This will be immediately followed by a 40 minute interview covering the behaviours listed in the advert.

Further details will be provided to candidates who progress to the interview stage.

Expected timeline (subject to change)

Expected sift date – w/c 2 November 2026

Expected interview date/s – w/c 16 November 2026

Interview location - 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 adjustments

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 at: [email protected] as soon as possible before the closing date to discuss your needs.

Complete the ‘assistance required’ section in the ‘personal information’ page of your application form to provide information we should be aware of that will enable us to support you 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 [email protected] 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 [email protected]

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

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.

Feedback

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

### Security

Successful candidates must undergo a basic (or equivalent) criminal record check.

People working with government assets must complete baseline personnel security standard (opens in new window) checks.

### Nationality requirements

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)
• 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

### Working for the Civil Service

The Civil Service Code sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles .

The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

### Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan and the Civil Service Diversity and Inclusion Strategy .

Apply and further information

This vacancy is part of the Great Place to Work for Veterans initiative.

The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).

Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

### Contact point for applicants

#### Job contact :

Name : James O’Dwyer

Email : James.O'[email protected]

#### Recruitment team

* Email : [email protected]

### Further information

Appointment to the Civil Service is governed by the Civil Service Commission’s Recruitment Principles. If you feel that your application has not been treated in accordance with the Recruitment Principles, and wish to make a complaint, then in the first instance you should contact Government Recruitment Service by email at : [email protected]

If you are not satisfied with the response you receive, then you can contact the Civil Service Commission at [email protected]. For further information on the Recruitment Principles and bringing a complaint to the Civil Service Commission, please visit their website at: https://civilservicecommission.independent.gov.uk/.