PB3 Case Officer

Contract Type
£24,441 - £25,651
Expiry Date
The Regulatory Services Directorate comprises operational teams including Registration and the Customer Service Team – providing an important point of regulatory contact for our customers.

Job Description

• Manage a substantial operational caseload involving a range of issues and complexity, making risk-based regulatory decisions and judgments in line with guidance, business rules and legal requirements – contributing to public trust and confidence in charities.
• Determine the charitable status and public benefit of charities in England and Wales, working within a recognised legal framework.
• Understand how role fits within the structure of the organisation and personally contribute to the achievement of the department’s targets, including performance and quality expectations - investing in the development of self and others.


Essential – Ability
• Ability to make effective and reasoned decisions within a legal and policy framework.
• Ability to research, investigate, analyse, and organise often complex information to inform and support decision making.
• Ability to manage a caseload independently by planning, prioritising, and working collaboratively to meet demanding targets and deadlines.
• Excellent communication skills (written and verbal) - ensuring that the information is accurate and understood by the target audience.
• Strong interpersonal skills and ability to persuade and negotiate with customers and stakeholders.
• Ability to take responsibility for own learning, respond positively and constructively to feedback, learn quickly, and apply learning pro-actively to work.

Essential – Experience:

• Experience of managing and handling a caseload throughout its lifecycle, setting clear goals, and continually assessing workload - using various computer systems to create, update and maintain customer records accurately and in line with data protection standards.
• Experience of working with, seeking, interpreting, and applying advice and guidance from a range of sources to inform own decision-making.
• Experience of maintaining a professional approach when presented with a challenging discussion / interview by using techniques to understand need(s), manage expectations, and provide a constructive and proportionate outcome.

Essential – Technical:

• Handling data and information sensitively in accordance with business procedures and/or law.
• Good general computer skills, including good working knowledge of Microsoft Office Applications.


We'll assess you against these behaviours during the selection process:

Making Effective Decisions
Delivering at Pace
Communicating and Influencing
Working Together
Managing a Quality Service

We only ask for evidence of these behaviours on your application form:

Making Effective Decisions
Delivering at Pace