Operational Case Manager

Companies House is seeking Operational Case Managers for permanent roles in Cardiff, offering a salary of £29,047 and a comprehensive benefits package, including a Civil Service Pension with a significant employer contribution. Candidates should possess strong communication, analytical, and decision-making skills, along with the ability to work independently and collaboratively. The role involves managing enforcement cases, assessing customer appeals, and supporting government efforts against economic crime. Companies House values diversity and inclusivity, welcoming applications from underrepresented groups and offering accommodations for candidates with disabilities. Successful candidates will undergo a rigorous selection process based on merit.

Details
Reference number
411537
Salary
£29,047
All our roles come with an excellent benefits package, including the generous Civil Service Pension Scheme. Further salary increases depend entirely upon the outcome of our annual pay negotiation with central government. If you are a current Civil Servant transferring to us, your salary will be discussed in line with our pay policies.
A Civil Service Pension with an employer contribution of 28.97%
GBP
Job grade
Executive Officer
Band C
Contract type
Permanent
Business area
CH – Customer Delivery Directorate
Type of role
Operational Delivery
Working pattern
Flexible working, Full-time, Part-time
Number of jobs available
4
Contents
Location
About the job
Benefits
Things you need to know
Apply and further information
Location
Cardiff, Wales, CF14 3UZ
About the job
Job summary
We believe Companies House is a great place to work and wed love you to come and join us!
At Companies House our aim is to be the best registry of companies in the world, achieved through brilliant people, working on brilliant systems, delivering brilliant services. Through our new powers were excited to be working across government to fight economic crime.
Were going through an exciting change at Companies House as we expand into investigative work and our Operational Case Managers will be at the forefront of this!
We need committed, confident and adaptable individuals, who can work independently but are also great as part of a team; working together to deliver more for our customers.
Do you thrive in a challenging, dynamic operational environment?
Would you like to be at the forefront of supporting the governments fight against economic crime?
Do you have great communication and decision-making skills?
If so, these Operational Case Manager roles could be for you and wed love to receive your application!
Job description
Our Operational Case Managers will:
Manage enforcement cases working in an organised way, thinking constructively, judging each case on its merits.
Receive and consider customer appeals in relation to decisions made.
Produce and deliver reports by collecting, interpreting and evaluating all relevant data and customer information.
Assess customer responses and make decisions to decide if a financial or criminal sanction should be pursued.
Record rationale for their actions.
Evaluate and understand when cases require escalation and effectively follow our internal processes.
Work with customers to:
Understand the nature of issues presented and make informed decisions, using information and intelligence received, to take appropriate action.
Use our new powers to query information with customers and advise about potential sanctions.
Follow up on requests for information where no response has been received.
Respond to enquiries, via email, telephone, and request information, querying outcomes.
Work with colleagues to:
Communicate and collaborate with a wide variety of colleagues – escalating more complex cases to senior colleagues, whilst also acting as a point of reference and advice for colleagues who identify suspicious activity.
Take part in case conferencing with senior colleagues, feeding back intelligence received, developing their own knowledge of legislation, case law and suggesting areas for improvement.
Person specification
Were looking for Operational Case Managers with:
Great communication skills, including:
Written and spoken communication skills – to produce high quality personalised written correspondence and be confident to have effective (and at times challenging) customer conversations over the telephone.
Communicating and working well with colleagues at all levels to escalate complex cases and seek advice.
Analysis and decision-making skills, including:
Being confident to work effectively and at pace with complex information, evidence and data.
Being able to interpret information, data and evidence to make informed decisions, judging individual cases on their merits.
Having great attention to detail.
The ability to follow and apply our guidelines and policies when pursuing investigations.
Great quality skills, including:
Being a great collaborator and team player.
Being adaptable – to recommend and accept alternative and more effective ways of working.
Having good IT skills youve not got to be an expert, just somebody who feels confident using a computer.
Being self-motivated – to manage your own workload well.
Behaviours
We’ll assess you against these behaviours during the selection process:
Making Effective Decisions
Working Together
Communicating and Influencing
Benefits
Alongside your salary of £29,047, Companies House contributes £8,414 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.
We believe that our success is driven by the well-being and satisfaction of our team members at all levels of the organisation. At Companies House were committed to providing a comprehensive benefits package that goes beyond the ordinary, ensuring your career journey with us is not only fulfilling, but also rewarding. We pride ourselves on offering a quality work-life balance with our employee wellbeing being central to our working practices.
Head to Our benefits – Working for us – Recruitment ( .uk) to find out more about the fantastic benefits package we have at Companies House.
We celebrate diversity…
As an equal opportunity employer, we celebrate diversity, being committed to ensuring were representative of the citizens we serve and creating an inclusive environment. Everyone in Companies House brings something different, and so will you. To fulfil our commitment to recruiting and attracting diverse talent we welcome applications from underrepresented groups. We also welcome applications from Welsh speakers.
We are proud to be a disability confident leader. Our recruitment process is fully inclusive and we can make adjustments as needed through our process. These could include having an interview buddy, extra time at interviews/assessments and receiving interview questions in advance, to name a few. We will be happy to discuss any person-centred adjustments, please contact us by emailing
Where will you be working?
We have a variety of Operational Case Manager roles available in a range of exciting teams and well allocate successful candidates to roles. Requirements for office attendance will vary across teams – some of these roles may include the opportunity for hybrid working and some may be predominantly office based roles. Hybrid workers can work partly from the office and partly from their home, depending on business need.
All successful candidates should expect to need to attend our Cardiff office for up to 5 days per week during their training and consolidation period.
Things you need to know
Selection process details
This vacancy is using Success Profiles , and will assess your Behaviours, Strengths and Experience.
In your application form wed like you to:
Tell us about your employment history, including key responsibilities and achievements.
Wed like you to write a personal statement of 1000 words where you show us evidence of all of the elements of the person specification. We’d encourage you to use the full word count and to make it clear as you’re giving us examples and evidence of the different elements of the person specification.
We will be sifting looking through your application for evidence of all of the elements of the person specification, so we’d encourage you to include evidence of as many of them as you can throughout your application and especially in your personal statement.
Companies House uses a blended interview technique, allowing us to find out more about you. We use the Success Profile framework and at interview we will use Success Profiles assessing the Behaviours listed in the advert and Strengths.
Were committed to being diverse and inclusive, so please make your application anonymous by removing all identifying personal information (such as names and dates) from your personal statement.
We understand that you might use AI and other resources for your application; however, please ensure all information you provide is factually accurate, truthful, and original and doesnt include ideas or work that isnt your own. This is so that your application is authentically and credibly your own. Our Careers Hub provides lots of helpful information about our ‘dos and don’ts’ for using AI during the recruitment process – Using AI when applying for a job at Companies House – Opportunities and how to apply – Recruitment
What will the process look like?
Well sift all applications this involves reading through them all, please bear with us as this can take some time. We may raise the score required at sift stage to progress to interview if we receive a high number of applications.
If youre successful at sift stage, well invite you to an interview and assessed activity at our Cardiff Office. You will prepare your assessed activity just before your panel interview and will talk the interview panel through your thoughts and ideas at the start of your interview. Your panel interview will include Success Profiles behaviour and strength based questions to find out more about your skills and experiences. Successful candidates need to be successful in both the assessed activity and interview.
We’ll sift all applications we receive in early-July and anticipate holding interviews in mid-July with results shared with all candidates in mid/late-July. We anticipate some of these roles starting from late summer/early autumn onwards. Please bear in mind these dates might need to change – we will keep you informed as you move through the process.
Our recruitment process is underpinned by the principle of recruitment based on fair and open competition with decisions made on the basis of merit, as outlined in the Civil Service Commissioners Recruitment Principles.
Candidates will be subject to UK immigration requirements as well as Civil Service nationality rules. If you’re applying for a role requiring security clearance, please be aware that foreign or dual nationality is not an automatic bar. However certain posts may have restrictions which could affect those who do not have sole British nationality or who have personal connections with certain countries outside the UK.
Artificial Intelligence (AI)
We understand that you might use AI and other resources for your application; however, please ensure all information you provide is factually accurate, truthful, and original and doesnt include ideas or work that isnt your own. This is so that your application is authentically and credibly your own. Your application may be rejected if evidence of plagiarism or reliance on AI is detected. Examples include presenting the ideas and experience of others, or generated by artificial intelligence (AI), as your own. If you are invited to interview, please be aware the use of AI tools is prohibited (including recording or note taking) and any suspected use may result in the termination of your interview and subsequent withdrawal from the campaign.
More information on the ways you should and shouldnt use AI can be found here.
Sponsorship
Companies House cannot offer Visa sponsorship to candidates through this campaign. Companies House holds a Visa sponsorship licence but this can only be used for certain roles and this campaign does not qualify. Should you apply for this role and require sponsorship, your application may be rejected, and any provisional offers of employment withdrawn.
Security
For some of our Operational Case Manager roles in our Customer Delivery Directorate a higher level of security vetting may be required due to the nature of the work being undertaken. The level of security vetting needed is security check To gain security check (SC) level vetting you will need to meet the vetting requirements and have been a UK resident for a minimum of 3 years out of the last 5 years. See our vetting charter .
Feedback will only be provided if you attend an interview or assessment.
Security
Successful candidates must undergo a 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.
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Contact point for applicants
Job contact :
Name : Luke Andrews
Email :
Recruitment team
Email :
Further information
We welcome applications in Welsh / Rydym yn croesawi ceisiadau yn y Gymraeg.
Selection for appointment to the Civil Service is on merit, on the basis of fair and open competition, as outlined in the Civil Service Commissions Recruitment Principles. In accordance with the Civil Service Commissioners Recruitment Principles, our recruitment and selection processes are underpinned by the requirement of appointment on the basis of merit by fair and open competition. If you feel your application has not been treated in accordance with the Recruitment Principles and you wish to make a complaint, you should contact in the first instance. If you are not satisfied with the response you receive you can contact the Civil Service Commission .

Civil Service Commission, Room G/8, 1 Horse Guards Road SW1A 2HQ