Job Title & Grade: HEO – Senior Caseworker
Contract Type: Permanent
Salary range (depending on location): National - £35,335 to £37,847
Please note that unless you are currently employed by the Civil Service and are earning more than the minimum above, if successful you will be offered the minimum for the grade depending on your location.
Location: National, excluding London
**Please note that whilst this role is open across government you can only apply for the Cambridge and Brighton offices if you are a current LAA staff member based in those offices. This is due to and in line with the LAA's Location Strategy and the Cabinet Office's Places for Growth Strategy.**
Directorate: Case Management
Team: Exceptional & Complex Cases Team (ECCT)
Working Pattern:
The post is supported by the MOJ flexible working policy and includes colleagues who work flexibly, remotely (as part of hybrid working), part time or as part of a job share etc.
If you are applying for a part time role, please note that in order to meet business demands we need cover for a minimum of 30 hours and to cover 4 days of the week.
To meet legal requirements, if you are between the ages 16-18 and you are a successful candidate, you will be required to complete an apprenticeship after your initial on the job training.
Reporting to: Case Manager
Closing date for applications Wednesday 22nd April 2026
The Legal Aid Agency
We are an executive agency of the Ministry of Justice (MoJ). We are responsible for operationally administering the legal aid fund to provide criminal and civil legal aid advice to people in England and Wales.
Our people are at the heart of achieving excellence. Employing around 1,200 colleagues across England and Wales, we feel proud to have some of the best People Survey results in the Civil Service.
Case Management
The Case Management Directorate is the operational delivery function of the LAA, and our staff ensure that each year in excess of 500,000 new clients are able to access the justice they require, and that their providers are fairly remunerated for the delivery of the legal aid. With staff based across multiple sites we deliver services for those facing both criminal and civil legal problems including family, immigration, mental health, housing, and exceptional funding cases.
Exceptional and Complex Cases Team
The Exceptional & Complex Cases Team (ECCT) is a centre of legal expertise within LAA comprising of lawyers and non-lawyers who manage complex, high-profile, high-value applications for civil funding. ECCT handles applications for exceptional case funding under the Legal Aid, Sentencing and Punishment of Offenders Act 2012 (LASPO), deciding whether funding should be provided in cases that fall outside the ordinary scope of legal aid: whether it would breach or risk a breach of an individual’s human rights not to fund. This is important work, essential to ensuring access to justice.
Life in the team suits people with a strong public-service ethos w we put the applicant for legal aid at the heart of our processes and systems and make funding decisions that are objective and based on the legal aid legal framework to enable access to justice. We work collaboratively with our Case Management colleagues to provide services to help people in need. The team is geographically diverse with LAA offices based nationally.
Job Summary
As a Senior Caseworker within ECCT you will be responsible for processing complex casework and high-profile cases in accordance with Key Performance Indicators (KPI) on quality and processing time.
You will be responsible for establishing and maintaining professional links between ECCT and key stakeholders to promote a r working relationship whilst also being confident enough to challenge current protocols to achieve greater levels of efficiency and customer service.
The role holder will participate in projects undertaken by the team as and when required.
The role holder reports directly to the Case Manager.
Key Responsibilities:
- Acquiring and maintaining a comprehensive and up to date understanding of current guidance and regulations and using this to act as an expert in specified areas of complex and non-complex casework.
Exercise discretion and sound judgement to approve, refuse, or reject ECCT applications and related casework. This includes managing complex, challenging, or ambiguous cases w
- guidance is limited and expert decision making is required.
- Make decisions to approve or reject appeals and/or representations against funding decisions. This will include preparation of the appeal for the Independent Funding and Cost Adjudicators (IFCA)
- Deal with complex issues that have been escalated including complaints from internal and external stakeholders. Taking effective action using discretion and expert judgement, identifying lessons learned and implementing appropriate corrective measures.
- Ensuring all decisions made meet the relevant Civil Legal Aid Regulatory criteria’s including LASPO and applicable Merits and procedural Regulations.
- Act as a subject matter expert across both complex and routine areas of work, including sensitive matters with significant implications. Provide informed advice and support to colleagues and stakeholders on legal aid applications and appeals against funding decisions.
- Take responsibility for offering guidance, recommending best practice, and identifying opportunities for improvement within specified work areas. Ensure the team is fully informed of any changes and understands how to implement them effectively.
- Process all aspects of case planning and associated work. Ensuring case plans meet all the relevant Civil Legal Aid Regulatory criteria’s including the funding schemes and applicable Remuneration Regulations.
- Understand and meet the national and team key performance targets including productivity and quality targets across a variety of work streams, processing all data accurately, identifying issues and solutions as they emerge.
- Ensure that all communication is clear, concise, appropriate and in keeping with all LAA guidance.
- Ensure all data is processed securely and in accordance with LAA data security guidelines.
- Liaise with internal and external stakeholders and direct applicants providing accurate and timely responses to written and verbal enquiries received, including escalated referrals from colleagues and stakeholders.
- Act as a Quality Controller and engage in all quality and consistency processes. Provide feedback and guidance to others and make suggestions for best practice and/or improvement in specified work areas.
- Effectively contribute to the development of others through one-to-one training, mentoring and providing constructive feedback against LAA standards.
- Participate in, lead on and contribute to project groups both locally and nationally to review and improve procedures.
Prepare, deliver and w
- appropriate engage in designing internal and external training.
- Contribute to and lead on the review and development of processes to ensure ongoing efficiency and effectiveness of work procedures, providing an effective link between policy/quality improvement groups and the team.
- Identify key policy/regulations issues and questions on the team and act as an effective link between the quality improvement groups (CCBIG/MIT/LIT) taking forward issues/queries and communicating responses to ensure effective implementation of changes.
- Take a leading role in meetings, getting actively involved in the sharing of views, ideas and solutions.
- Be prepared to attend LAA offices for face-to-face meetings, line management tasks, and training as required.
Essential Knowledge, Experience and skills
Established analytical and numerical skills with experience in making accurate evidence-based decisions in line with statutory / regulatory framework and guidance, applying discretionary judgement w
- appropriate
- Ability to negotiate successful outcomes effectively using influencing skills whilst building effective relationships with a wide range of stakeholders
- Effective communication skills both written and verbal, including the ability to clearly explain and defend your decisions
- Demonstration of resilience in dealing with sensitive evidence that can be novel and challenging
- Established organisational skills demonstrating the ability to work independently and meet challenging deadlines
- IT Literate – a good knowledge of Microsoft office and digital technology
Desirable Knowledge, Experience and skills
-
Comprehensive understanding of current guidance and regulations relating to processing applications and associated casework in civil legal aid proceedings and its application in the online management system
- Experience of working with stakeholders to successfully resolve complex issues
- Experience of leading on projects and business improvement activity
- Knowledge of Public Law / Immigration and Asylum Law
Person Specification
You are someone who; -
- enjoys working as part of a team but also independently
- enjoys working in a fast-changing environment
Assessment approach
Application Process
To apply please provide a statement of suitability showing how you meet the essential criteria in no more than 1000 words.
Your statement should demonstrate your ability to do all of the essential criteria listed, using examples can help strengthen your application.
Please note we do not require a CV. We only require a Statement of Suitability for your application. The wording on this advert may suggest that an Experience question is also required, however this is not necessary.
Interview / assessment Process – Stage 1
If you are successful through the application stage, you will be asked to show your decision-making skills by completing an ability exercise. All relevant information will be shared with you during this stage.
Interview / assessment Process – Stage 2
If you are successful through the assessment stage 1, you will be invited to a stage 2 interview / assessment centre in person or via Microsoft Teams w you will be assessed against the following:
- Strengths relevant to the role
- The following Behaviours:
-
- Making Effective Decisions
understand your own level of responsibility and empower others to make decisions w- appropriate
- analyse and use a range of relevant, credible information from internal and external sources to support decisions
invite challenge and w- appropriate involve others in decision making
- display confidence when making difficult decisions, even if they prove to be unpopular
- consult with others to ensure the potential impacts on end users have been considered
- present strong recommendations in a timely manner outlining the consideration of other options, costs, benefits and risks
- Communicating and Influencing
- communicate in a straightforward, honest and engaging manner - choosing appropriate styles to maximise understanding and impact
- encourage the use of different communication methods, including digital resources and highlight the benefits, including ensuring cost effectiveness
- ensure communication has a clear purpose and takes into account people’s individual needs
- share information as appropriate and check understanding
- show positivity and enthusiasm towards work, encouraging others to do the same
- ensure that important messages are communicated with colleagues and stakeholders respectfully, taking into consideration the diversity of interests
-
Delivering at Pace
- show a positive approach to keeping the whole team’s efforts focused on the top priorities
- promote a culture of following the appropriate procedures to ensure results are achieved on time whilst still enabling innovation
- ensure the most appropriate resources are available for colleagues to use to do their job effectively
- regularly monitor your own and team’s work against milestones ensuring individual needs are considered when setting tasks
act promptly to reassess workloads and priorities when t- are conflicting demands to maintain performance
allow individuals the space and authority to meet objectives, providing additional support w- necessary, whilst keeping overall responsibility
- Managing a Quality Service
- develop, implement, maintain and review systems and services to ensure delivery of professional excellence
- work with stakeholders to set priorities, objectives and timescales
- successfully deliver high quality outcomes that meet the customers’ needs and gives value for money
- identify risks and resolve issues efficiently
- involve a diverse range of colleagues, stakeholders and delivery partners in developing suggestions for improvements
- establish ways to find and respond to feedback from customers about the services provided
- Your Experience of implementing, promoting, or understanding diversity and inclusion policy - Diversity is the presence of difference, this can include one or more of the protected characteristics (Gender, Age, Race, Disability etc.) or it can be about working patterns, whether we like to jump into a task or reflect on it before acting. Inclusion is how we welcome, value, and celebrate diversity, giving everyone a voice, tapping into ideas, and enabling everyone to be themselves at work and achieve their potential.
For this grade/ role we would expect the candidate to demonstrate understanding of the terms Diversity and Inclusion and be able to explain why they are important to them and to w they work. Examples of action they have taken (in or outside of work) to embrace diversity (e.g., increasing understanding) or improve inclusion for others will increase the strength of their answer.
Shortlisting is planned for week commencing 27th April 2026
Interviews for Stage 1 are planned for week commencing 25th May 2026
Interviews for Stage 2 are planned for week commencing 15th June 2026
If you would like more information on this opportunity, please contact Aatikha Pandor – [email protected] and Maria Brown – [email protected].
Use of Artificial Intelligence (AI)
As part of our commitment to integrity and transparency, we ask all applicants to ensure that the experiences, achievements, and examples shared in your application are entirely your own.
Please do not use AI tools to fabricate or simulate personal experiences. While AI can assist with formatting and grammar, it must not be used to generate stories, skills, or accomplishments that you have not personally lived or earned.
Our LAA commitment to Diversity and Inclusion
The Civil Service is committed to attract, retain, and invest in talent wver it is found. To learn more please see the Civil Service People Plan and the Civil Service Diversity and Inclusion Strategy.
As a Disability Confident organisation, we will offer a guaranteed interview to candidates with a disability who meet the essential criteria for this role. Under the Equality Act 2010 a disability is defined as a physical or mental impairment which has a substantial and long-term adverse effect on your ability to carry out normal day-to-day activities which has lasted, or is expected to last, at least 12 months.
If you are responding to a role within the Legal Aid Agency and would like to be considered under the guaranteed interview, please indicate this in your application and let us know of any reasonable adjustments you may require during the sift or later selection processes.
The LAA’s goal is to build an organisation that is open and inclusive and truly values and celebrates the diversity of its workforce. One that reflects and understands the needs of the diverse society we serve. This is regardless of social background, gender, age, ethnicity, sexual orientation, beliefs, disabilities or long-term illness or caring responsibilities.
Reasonable Adjustments
We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long-term condition (for example dyslexia, anxiety, autism, a mobility condition or hearing loss) and need us to make any reasonable adjustments to support you through the recruitment process, please let us know by adding the information to the applications system or emailing [email protected] after you have applied so that we can discuss options with you.
Complaints procedure
If you have any complaints about this recruitment activity, please share your concerns by emailing [email protected] initially. We aim to respond to any complaint within 10 working days.
