EO Casework Officer - Civil Service and Royal Mail Pensions

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 team provides system leadership across central government to pull together back-office services, driving efficiencies and reforms that make government work better. 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.

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), 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.

Essential Skills

• Experience of working in a pensions and/or complaints environment.
• Excellent written and drafting skills, with the ability to produce clear, persuasive responses.
• Strong analytical skills, with the ability to interpret complex information and make evidence-based decisions.
• 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.