A2 / AO Case Officer

Our A2 (AO) case officers work as part of busy operational delivery teams providing administrative and customer service functions across a range of different services provided to the public by the Business Services Directorate.
Responsibilities
This role provided the opportunity to gain first-hand knowledge and skills in the following areas:
+ Working as part of an administration support team managing a varied portfolio of work tasks including processing claims and applications from the public
+ Providing excellent customer service
+ Answering a broad spectrum of customer enquiries
+ Dealing with members of the public, private sector firms (e.g. solicitors) by telephone, letter and in person
+ Researching information and making decisions based on available evidence, legislation, protocols and procedures
+ Liaising with specialist staff on technical matters
+ Inputting and updating information on office databases and case management systems, Your personal statement should be no more than 750 words and should explain how you consider your personal skills, qualities and experience provide evidence of your suitability for the role, with particular reference to the essential criteria and our values within the person specification.
Should a large number of applications be received, an initial sift may be conducted using the Personal Statement. Candidates who pass the initial sift may be progressed to a full sift or progressed straight to interview.
We will test your experience as part of the application process, and if successful, you will be invited to a short interview where we will test your experience and strengths. Full details of the selection process will be made available to shortlisted candidates once the sift has been completed.
Expected timeline (subject to change)
Sift – w/c 20/01/2025
Interview – w/c 03/02/2025
Location - MS Teams
Candidates are asked to note the above timetable, exercising flexibility through the recruitment and selection process.
Your interview will either be conducted face to face or by video. You will be notified of this if you are selected for interview. Candidates are asked to note the above timetable, exercising flexibility through the recruitment and selection process.
Use of AI
Candidates must ensure that their applications, including personal statements and behaviour examples, are truthful and factually accurate. Please note that plagiarism can include presenting the ideas and experience of others, or generated by artificial intelligence, as your own.
Further Information
A reserve list may be held for a period of 12 months from which further appointments can be made.
Any move to Insolvency Service from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax Free Childcare. Determine your eligibility at https://www.childcarechoices.gov.uk
If successful and transferring from another Government Department a criminal record check may be carried out.
In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Service on your behalf.
However, we recognise in exceptional circumstances some candidates will want to send their completed forms direct. If you will be doing this, please advise Government Recruitment Service of your intention by emailing Pre-EmploymentChecks.grs@cabinetoffice.gov.uk stating the job reference number in the subject heading.
New entrants are expected to join on the minimum of the pay band.
Transforming Workplaces
The Insolvency Service is currently delivering an exciting five-year transformation project that started in April 2022 which will define our future direction supporting a gradual migration to a Regional Centre model combined with smarter ways of working. As part of this, transforming our estate will align us with the government modernisation programmes making The Insolvency Service a great place to work.
We are letting you know about our future plans because if you are joining the Insolvency Service and are recruited into an office over the next five years that is not one of the Regional Centres, you will be expected to move to one of the Regional Centres in the future. This move would not attract financial assistance.
The 11 Regional Centres are : Birmingham, Cardiff, Croydon, Edinburgh, Exeter, Ipswich, Leeds, Manchester, Newcastle, Nottingham and Stratford.
Hybrid Working
Insolvency Service operates a hybrid working policy subject to business need, giving people the flexibility to choose when and where they work and collaborate with others.
Individuals are expected to work from one of the office locations stated in the advert to connect with their colleagues, as required by their role and business team needs. There is flexibility to split the working week, spending a minimum of 60% in the workplace, which includes the office, site visits, court etc.
Reasonable Adjustment
If a person with disabilities is put at a substantial disadvantage compared to a non-disabled person, we have a duty to make reasonable changes to our processes.
If you need a change to be made so that you can make your application, you should:
Contact Government Recruitment Service via Insolvencyrecruitment.grs@cabinetoffice.gov.uk as soon as possible before the closing date to discuss your needs.
Complete the ‘Assistance required’ section in the ‘Additional requirements’ page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you’re deaf, a Language Service Professional.
If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.
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) (opens in a new window)
+ 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 (opens in a new window)

Working for the Civil Service
The Civil Service Code (opens in a new window) 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 (opens in a new window).
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 (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

Apply and further information
This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.
The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).
Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records., A candidate can raise a complaint to the Insolvency Service by emailing the contact point for applicants (as listed on the vacancy advert), if they think that: They have been discriminated against under the Equality Act 2010 there have been procedural irregularities at any stage of the recruitment process All complaints must be received by the contact point for applicants within 24 hours from the date the applicant is advised of their non-success at sift, assessment or interview. Complaints will be considered by an independent third-party outside of recruitment campaign. The decision will be conveyed to the applicant, in writing, within 5 working days of receipt of the complaint. The recruitment process will usually be put on hold until the complaint has been resolved. Complaints may also be made to the Civil Service Commission at any time if the individual believes their application has not been treated in accordance with the recruitment principles
(appointment on merit through fair and open competition). However, complaints must first have been raised to the Insolvency Service

+ Have a motivation for learning
+ Are highly organised with the ability to prioritise tasks
+ Have a can-do positive attitude
+ Are flexible in approach and have the ability to multi-task
+ Have the ability to think ahead with an eye for detail to ensure the accuracy of information
+ Anticipate problems and use initiative to find solutions and be able to make decisions
+ Can work as part of a team to achieve a team goal yet work on their own initiative to tight and demanding deadlines
+ Have good communication skills (written and verbal), in a variety of situations, including being able to appropriately deal with a range of stakeholders, both internal and external
+ Have good IT skills, particularly in the use of MS Office applications (Outlook, Word and Excel)
Further Information
This is a non-apprenticeship post and open to all A1 and A2 Insolvency employees on promotion and lateral transfer, however if the successful applicant is currently undertaking a Level 3 apprenticeship they will be required to continue through their current programme until it’s successful completion.

The Insolvency Service is a leading Government agency which plays a crucial role in providing essential services to the public and to business. The work we do is important to the proper functioning of markets, the economy in general and support for thousands of people each year who are in financial difficulty.
Business Services Directorate (BSD) covers some 300 staff and a budget of £12m providing high volume, often transactional, services to the public or supporting the provision of these services by others. BSD supports the main purpose of the Insolvency Service through:
+ Supporting those in financial distress, tackling financial wrongdoing and maximising returns to creditors
+ Identifying wrongdoing associated with Debt Relief Orders and redundancy payment applications
+ Providing first point of contact for all insolvency enquiries
+ Processing distributions to creditors from PPI compensation payments
+ Providing estate accounting and other business services to the Agency
The Redundancy Payments Service (RPS) deals with 60,000 to 100,000 applications from people in financial distress each year. RPS pays out around £250-£450m annually to employees of insolvent companies who would otherwise be left without redundancy pay and other associated payments.
Inclusive and diverse teams are important to us. We welcome and encourage applications from everyone, including groups underrepresented in our workforce. The Insolvency Service strives to ensure that the agency is a safe, inclusive and welcoming place for everybody to bring their true self to work and to help the agency to achieve its diversity objectives. We have 10 active employee network groups available to join or become an ally, these include, Carers Network, Disability & Health, FACES Network Group, Grass Roots, LGBT+, Mind Matters, No Limits, Part Time Workers, The Shed, and Women’s Network Group.
We offer full-time, part-time, job share and flexible ways of working. We value capability, technical skills and experience and we place great emphasis on lifetime development to support our people. We encourage our employees to become more involved in areas they feel strongly about, whether it be for the benefit of the agency, though our Engagement network or in their own local communities via volunteering opportunities.
The Insolvency Service is a great place to work, learn and grow your career!

£22,183, Alongside your salary of £22,183, Insolvency Service contributes £6,426 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.
We want you to have a good work-life balance and want to support you in all that you do, so we offer a great benefits package including:
+ flexible working arrangements and flexi-time
+ full time new entrants to the Civil Service and those Civil Servants on modernised terms and conditions will be entitled to 25 days leave increasing on a sliding scale to 30 days after 5 years’ service
+ in addition to this you are entitled to 8 public/bank holidays plus an additional day of privilege leave
+ competitive maternity, paternity and parental leave
+ 5 days paid leave for learning and development
+ 5 days paid for volunteering
+ a Cycle to work scheme
+ staff have access to an employee assistance programme, Workplace Wellness, for confidential, independent support and advice during difficult times in either their professional or personal life