Operational Delivery Caseworker

4 days ago


Newcastle upon Tyne, United Kingdom Rural Payments Agency Full time

**Details**:
**Reference number**:

- 255770**Salary**:

- £25,915 - £27,116- For details of our pay on appointment policy, please see below under the heading ‘Salary’**Job grade**:

- Executive Officer**Contract type**:

- Permanent**Business area**:

- Operational Delivery**Type of role**:

- Operational Delivery**Working pattern**:

- Flexible working, Full-time, Job share, Part-time**Number of jobs available**:

- 2Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- Bridgwater, Bristol, Cambridge, Carlisle, Crewe, Exeter, Leeds, Newcastle-upon-Tyne, Nottingham, Reading, Worcester, Workington, YorkAbout the job

**Job summary**:
The Rural Payments Agency (RPA) is an executive agency of the UK Department for Environment, Food and Rural Affairs (Defra), delivering over £2 billion in payments to farmers, traders and landowners each year.

We are an Operational Delivery Profession organisation, with the majority of our people delivering day to day services to our customers and stakeholders.

We make excellent delivery happen, empowering agricultural and rural communities to create a better place to live.

We manage over 40 schemes, and also make payments on behalf of Natural England, to ensure we have a healthy rural economy, strong and sustainable rural communities, and to protect and enhance the natural environment.

Our vision is to create a great place for people living in this country. We have developed a set of four strategic objectives covering our policy outcomes and corporate objectives. These objectives help us to deliver our ambitious vision to build our green and healthy future and provide a framework for all of the important work that we carry out.

**Job description**:
Your role could be in any of the following directorates, and you can find more information about each of these at gov.uk:
- Agricultural Transition
- Assurance
- Customer Engagement
- Customer Operations
- Engagement and Operational Readiness
- Regulation, Grants and Standards

Your background and experience are important to us alongside your energy, enthusiasm and commitment. Whether it is your professional or real-life experiences you may have the skills we are looking for. You will be involved in many diverse and interesting tasks to support our customers and colleagues.

As an Operational Delivery Caseworker, you will be providing overarching support to all operational work areas. You will be a single point of contact and escalation point for the resolution of issues. Roles require attention to detail, working through queries at pace ensuring responses are drafted in line with legislative guidelines as applicable.

There is a requirement to work under your own initiative and to develop collaborative, constructive and professional working relationships with people of all grades in all parts of the Agency and beyond.

Although you may not manage a team, you will be given significant responsibility that directly impacts what the Agency, and our partner bodies deliver for our customers. You will influence processes, systems and approaches to how we work and impact how we represent ourselves externally to stakeholders and Governance bodies.

Further roles within this skills family may also become available in the future. These could be located at any of our offices. You are therefore invited to express a preference for any of the locations detailed above.

We intend to hold a reserve list for 12 months and we will recruit into future roles from this reserve list.

**Person specification**:

- Leading by example role modelling exceptional operational delivery and embrace opportunities through the ODP
- Analysis of new issues/queries within a tight deadline, ensuring emerging issues/queries are prioritised and actioned appropriately, which could include reference to complex regulation and statutory instruments
- Tracking and monitor issues using the relevant IT Systems / packages
- Leading areas of responsibility within the team, maintaining a flexible working approach and taking early action to deploy resources to changing demands
- Engaging and collaborating confidently with a range of key stakeholders and customers, representing the RPA in a confident and inclusive manner to gain the best outcomes
- Taking ownership of casework using effective judgement to interrogate, interpret and analyse complex information making or informing recommendations and decisions
- Identify risks, putting mitigation in place, often working to tight timescales
- Demonstrating and encourage a flexible and innovative approach to problem solving
- To work with stakeholders to ensure new processes are being managed & delivered appropriately
- Managing or contributing towards the handling of customer complaints through the RPA Complaints and Appeals Process
- Managing change effectively providing SME input into projects and programmes
- Communicating effectively using appropriate styles, methods and timing, confident


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