Defence Business Services (DBS) DBS COps DARR Caseworker

DBS DARR (Defence Afghan Relocation and Resettlement) provides case working support to the Ministry of Defence DARR directorate.

Successful candidates will be responsible for inbound and outbound communications between DARR and applicants and their families who have made applications under the Afghan Relocations and Resettlement Policy (ARAP), ensuring accuracy of case files and data within the DARR case handling system (DACS) throughout. They will be responsible for making ensure accurate and effective case-by-case eligibility decisions on applications against ARAP policy and immigration rules, working to strict processes and guidelines to mitigate the likelihood of litigation and protect against reputational damage.

Information and evidence provided by applicants, who may be at high and imminent threat to life and/or facing humanitarian hardship, can be distressing and there may be a requirement to review graphic images.

Caseworkers are required to identify issues in cases, processes, and policy, escalate these and work collaboratively with Stakeholders to source and implement solutions.

This role requires meticulous attention to detail, decision making and communication skills, collaborating with colleagues and partners with the ability to be flexible to the needs of the business and diversify into other roles/functions within or outside of DBS DARR.

Successful candidates will be required to work closely with other DARR Caseworkers who are based across multiple DBS/MoD locations.

Main responsibility

Management of DARR mailboxes, handling received communications and triaging emails to relevant wider DARR teams as required.
Management of applications submitted by customers applying for relocation to the UK under the UK Afghan Relocation and Assistance Policy.
Liaising with Customers to gain evidence that support their application(s).
Collating and accurately documenting supportive inbound communications and evidence within DACS case management system.
Maintaining data integrity with the DARR DACS (Defence Afghan Case-working System) case handling system.
Make eligibility decisions on applications in line with ARAP policy and SOPs (Standard Operating Practices).
Identify and triage cases which evidence high likelihood of eligibility.
Work collaboratively within the DARR directorate to rectify issues where identified regards case handling, policy and Standard Operation Practices.
Data cleanse existing data within DARR system as required.
Please note, the role is still fluid in its requirements and responsibilities and is possible there may be rapid changes in requirements, processes, policy and systems.

Defence Business Services (DBS) is one of the largest shared service organisations in Europe that provides a wide range of corporate services, to over 1.2 million end users, including serving and past military and families, as well as MoD civil servants and industry. DBS delivers large scale administration and smaller specialist services to enable the wider MOD to focus on its core aims, maintaining the UK's Defence and Security. Services include Human Resources, Pay, Veterans, Finance and Procurement.

Our Vision - To support UK defence customers with outstanding service every time.
Our Mission - Together we will proudly support Defence, continuously improving and delivering flexible, timely, sustainable and value for money services that underpin the whole force and enhance operational capability.
DBS is committed to creating a great place to work for all our colleagues. We are building an inclusive culture and respectful environment that reflects the diversity of the society.

We want to maximise the potential of everyone who chooses to work for us through opportunities to develop your skills and experience. We also offer a range of flexible working patterns and support to make a fulfilling career accessible to you and offer a Civil Service pension with an average employer contribution of 27%. Where your role permits, we support a blended working approach alternatively known as hybrid working.

Where business needs allow, some roles may be suitable for a combination of office and home-based working. This is a non-contractual arrangement where all office-based employees will be expected to spend a minimum of 60% of their working time in office, subject to capacity and any required workplace adjustments. Requirements to attend other locations for official business, or work in another MOD office, will also count towards this level of attendance. Applicants can request further information regarding how this may work in their team from the Vacancy Holder (see advert for contact details). Defence Business Services cannot respond to any questions about working arrangements.

DBS has recently undertaken a review of its operational locations in the North West, and have consolidated all activities in Norcross, Blackpool. A further move, to the new Government Hub at Talbot Gateway in Blackpool, is scheduled to take place in 2026.