Case Officer

2 weeks ago

Glasgow, United Kingdom Brook Street Full time

Our client HM Courts & Tribunals Service (HMCTS) is an agency of the Ministry of Justice. HMCTS provides administrative support for the legal system across England and Wales, ensuring justice works for everyone.

Our justice system defends our fundamental rights and freedoms. It is a cornerstone of our modern society and it must serve all those who call on it, when they call on it. From some of the most vulnerable people in our society, to families in crisis, claimants and commercial businesses - HMCTS has a responsibility to administer a justice system that is accessible to everyone and operates efficiently.

Our public sector client is recruiting for Case Officers on a temporary basis, based in Glasgow, G5, offering a great working environment.
You will join a friendly and welcoming department.

Case Officer
Salary: £11.59 per hour for the first 12 weeks increasing to £11.88 per hour
Contract: Temporary (minimum 6 months, expected longer)
Shift: Monday to Friday
Hours: 37 hours - full-time
Start date ASAP
Full training will be given, which will lead to hybrid working once fully trained
Case Officers will be responsible for a range of case progression tasks that support teams to provide compensation to victims of violent crime or provide support to other functions within the Criminal Injuries Compensation Authority.
Working as part of a flexible team, Case Officers will be expected to undertake a range of the responsibilities, activities and duties specified.
Responsibilities, Activities and Duties:
" Demonstrate a commitment to achieving organisational KPIs through completion of assigned work and by completing all Case Officer tasks outstanding in each case you work on
" Process, assess and decide on compensation claims through detailed investigation in accordance with guidance and give a full and clear explanation of any decision made, keeping the customer at the heart of everything you do
" Carry out administration functions to deliver continuous improvement, assurance and compliance
" Liaise with internal and external stakeholders
" Collate statistical data of work completed
" Carry out peer reviews as a quality control measure to assure required standards are maintained
" Keep up to date with guidance or Scheme changes that affect decision making
" Handle and resolve customer issues and respond positively to customer feedback or instances of dissatisfaction
" Update and maintain relevant databases
" Respond to telephone and email enquiries handling promptly and courteously providing applicants with an update on the progress of their claims
" Responsible for adherence and compliance with all MOJ related policies
" Ensure all mandatory learning and training is complete within set timeframes and identify and respond to development needs and knowledge gaps
" Demonstrate and contribute to effective communication within your own team and with others across the organisation
" The post holder is required to work in a flexible way and undertake any other duties reasonably requested by line management which are commensurate with the grade and level of responsibility of this post

Essential Knowledge, Experience and Skills:
" Experience of assessing a range of information and guidance to deliver excellent customer service
" Experience of working within a team and making a positive contribution
" Ability to communicate with a diverse range of customers and stakeholders demonstrating sensitivity and compassion

If you are interested in this position, please apply online.


Brook Street are proud to support the Armed Forces Covenant and as such, we guarantee to interview all candidates who are veterans or spouses/partners of military personnel, and who meet all the essential criteria for the vacancy.
As a Disability Confident Leader, and holder of the Gold Award status from the Defence Employer Recognition Scheme, Brook Street, as a supplier to the Public Sector Resourcing Framework (PSR), will offer you a guaranteed interview with a PSR Sourcer.

Should you identify as a candidate with a disability and/or as a veteran or spouse/partner of military personnel and meet all the essential criteria for the role, we encourage you to reach out to us via the Brook Street website. Here you will find a link to register your interest and state the role that you are interested in.We are committed to engaging with you.

In cases where we have a high volume of ex-military candidates/military spouses/partners, who meet all of the essential criteria, Brook Street will interview the best candidates from within that group.

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