Casework Manager
Department for Business and Trade
Apply before 11:55 pm on Monday 6th May 2024
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About the job
Job summary
The Office of the Small Business Commissioner (OSBC) is an Arm’s-length body set up by the Government under the Enterprise Act 2016. The purpose of the office is to tackle late payment and unfavourable payment practices in the private sector. We offer a dispute resolution service for small suppliers in dispute with their bigger customers about payments, and provide general information and support to small businesses, and signpost them to other appropriate existing services. We aim to encourage a culture change in payment practices and how businesses deal with each other, and we are looking for talented people to help us achieve that aim.
The OSBC is seeking an experienced Casework Manager, to be responsible for OSBC’s statutory case and enquiry management service. You will oversee and be involved in investigating complaints, establishing the facts, and providing balanced impartial information and support to small businesses. You will also manage enquiries and provide information consistently, and decide whether the team could, and should, investigate formally. In complex cases, you may need to brief and provide recommendations to the Commissioner or other senior staff.
You will also be involved with the administration of the voluntary payment code. This is a code of practice for businesses, designed to encourage fair and quick supplier payment. This is a separate function to the Commissioner’s statutory complaints handling function.
The successful candidate will work closely with the Small Business Commissioner (SBC), the Chief of Staff and other Heads of functions within the team, as well as the Department for Business and Trade (DBT) Sponsorship and Partnership teams and other key stakeholders, to deliver high-quality services.
The role offers valuable exposure to the crucial small and micro business sectors, and great development and training opportunities with support from expert colleagues. You will find flexible working, an inclusive culture, and a place where your opinion is valued.
Job description
The purpose of the Office of the Small Business Commissioner is to help bring about culture change in late payment in the UK for the benefit of small businesses.
As the Casework Manager, you will be responsible for the overall day to day running of the OSBC case and enquiry management service, including OSBC’s statutory complaints handling function, and the management of a caseworker.
You will also provide general support and information to small businesses, and work to build relationships with teams across the Department to ensure enquiries are effectively signposted to other appropriate services.
You will support the administration of the payment Code. This is a separate function to the Commissioner’s statutory complaints handling function and the two functions must remain separate to ensure that statutory functions of the OSBC are carried out in a fair and impartial manner and as prescribed by legislation.
Main Responsibilities:
- Making sure that statutory OSBC complaints handling complies with case management policies and procedures, as well as monitoring performance and output from the casework team and improving the policies and procedures.
- Developing and maintaining an effective case management system for handling OSBC complaints and enquiries from small businesses.
- Undertaking research and developing an expertise in payment related matters to identify wider trends and briefing the communications team and the Commissioner and other senior staff on specific issues as they emerge.
- Identifying from enquiries information that should be added to the OSBC website for the benefit of businesses and assisting the communications team with the creation of relevant content.
- Providing an impartial, professional and quality service to the Commissioner and to customers who submit payment complaints, ensuring quality outcomes are delivered and best practice is shared to ensure lessons are learned from all complaints.
- Building and maintaining relationships with key stakeholders to ensure effective signposting and join up across relevant Government services and teams.
- Monitor and review case management tools (including iCasework) and protocols to maintain quality standards, identifying and implementing new ways of working where needed and maintaining up to date knowledge on factors that could impact casework.
- Ensuring caseworkers follow case management policies and processes relating to investigated complaints.
- Iterating and improving a system to record and track all cases to determine their status, payment issues, agreed recommendations and outcomes and developing an effective reporting process.
- Evaluating the efficacy of casework handling and ensuring that casework performance is reflected accurately in the quarterly business MI packs.
- Allocating cases to team members, managing a case portfolio and supporting caseworkers with their investigations.
- Preparing clear and quality draft recommendations for the Commissioner and meeting with DBT and Cabinet Office were required. Provide casework support for the payment code, which is being reviewed and revised. The administration of the new Code will fall to the OSBC and you will work closely with the relevant policy lead to support the effective administration of related casework.
Managerial
- Line-manage a caseworker through supervision, performance management, development review meetings and training ensuring team members are fully engaged, appropriately skilled and supported in their work.
- Monitor and report on performance to the Chief of Staff. Ensuring that caseworkers have PDRs to support them to build expertise in case management.
- Contribute to the overall strategic planning and developing of OSBC business and operational programme.
Person specification
Skills and Experience
Essential criteria
- Experience of casework or equivalent experience in customer service.
- Excellent analytical and numerical skills.
- Experience of working in a communications or stakeholder engagement role.
- Ability to communicate case outcomes to influence decision making.
- Strong communication skills both written and verbal.
- The ability to work collaboratively, maintaining positive working relationships with colleagues, external partners and the DBT Sponsorship team.
- Ability to work with minimal supervision and as part of a team.
Desirable criteria
- Experience of working in an organisation subject to public scrutiny like an arm's-length body.
- Experience of working in a fast-paced environment with a certain level of uncertainty and ambiguity. Proven organisational skills, pragmatic and able to work flexibly.
Behaviours
We'll assess you against these behaviours during the selection process:
- Delivering at Pace
- Managing a Quality Service
- Working Together
- Making Effective Decisions
Benefits
- Learning and development tailored to your role
- An environment with flexible working options
- A culture encouraging inclusion and diversity
- A Civil Service pension with an average employer contribution of 27%
We recognise the challenges that people with (multiple) protected characteristics may experience on the job market and in their career progression. We are fully committed to being an inclusive employer and ensuring equal opportunities. We are keen to make our workforce as diverse as possible, and we hope to attract applications from underrepresented groups, including ethnic minorities, people with a disability, and people with gender diverse identities
Please refer to the attached candidate pack for further information on our benefits.
Things you need to know
Selection process details
Interviews for this vacancy will be conducted virtually. We will, however, consider in-person interviews by exception.
Please ensure that you check your emails regularly as all updates from us will be sent to you this way.
To apply for this post, you will be asked to complete the following as part of the online application:
- A CV setting out your career history, with key responsibilities and achievements. Provide employment history that relates to the Essential criteria, and that any gaps in employment history within the last 2 years are explained. The CV should not exceed more than 2 x A4 pages.
- A Personal Statement of up to 500 words, explaining how you consider your personal skills, qualities and experience provide evidence of your suitability for the role in reference to the Essential criteria.
It is likely that the sift will take place 1-2 weeks after the closing date and interviews 3-5 weeks after the closing date though this is subject to change.
In the event of a large number of applicants, an initial short sift will be conducted on the Personal Statement. Candidates who pass the initial sift may be progressed to a full sift or progressed straight to assessment/interview.
Existing Civil Servants and applicants from accredited NDPBs are eligible to apply, but will only be considered on loan basis (Civil Servants) or secondment (accredited NDPBs). Prior agreement to be released on a loan basis must be obtained before commencing the application process. In the case of Civil Servants, the terms of the loan will be agreed between the home and host department and the Civil Servant. This includes grade on return.
Reasonable Adjustments
We are committed to supporting candidates so they can perform at their best throughout the recruitment process. This includes making reasonable adjustments to our process. In order to request an adjustment:
Complete the ‘Assistance required’ section on the ‘Additional requirements’ page of your application form to tell us what changes or help you might need further on in the recruitment process.
Alternatively contact the Government Recruitment Service at DBTrecruitment.grs@cabinetoffice.gov.uk as soon as possible before the closing date to discuss your needs.
If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.
Candidate Support
You may want to join a virtual Candidate Support Session. These sessions include helpful tips and advice on the recruitment process, from application to interview.
Please see attached Candidate Pack for further information on: Diversity and Inclusion; Benefits; Learning and Development; Working Patterns and what we deliver as a department.
Further Information:
- A reserve list may be held for a period of 12 months from which further appointments can be made. Reserve Lists will be for each location and appointments made in merit order based on location preferences.
- Any move to the Department for Business and Trade from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments.
- The Department will not consider sponsoring a visa or issuing a Certificate of Sponsorship. We are unable to offer advice on any Visa and Immigration cases.
- 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. Any applicant who has 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.
- Terms and Conditions are attached. Please take time to read the document to determine how these may affect you.
- Please note – the successful candidate will be expected to remain in post for a minimum of 18 months before being released for another role.
In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Service /Disclosure Scotland/Access NI 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
For further information on the Access NI confidential checking service telephone: the Access NI Helpline on 0300 200 7888 and ask to speak to the operations manager in confidence, or email accessni@ani.x.gsi.gov.uk
Feedback
Feedback will only be provided if you attend an interview or assessment.
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Working for the Civil Service
We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).
Apply and further information
Contact point for applicants
Job contact :
- Name : Carlo Gibbs
- Email : Carlo.Gibbs@businessandtrade.gov.uk
Recruitment team
- Email : dbtrecruitment.grs@cabinetoffice.gov.uk
Further information
If you feel your application has not been treated in accordance with these principles and you wish to make a complaint, you should in the first instance contact DBT by email: Resourcing@businessandtrade.gov.uk.
If you are not satisfied with the response you receive, you can contact the Civil Service Commission, which regulates all Civil Service recruitment.
For further information on bringing a complaint to the Civil Service Commission please visit their web pages: Click here to visit Civil Service Commission/Complaints
