Job Title & Grade: HEO Case Manager
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: Manchester or Liverpool
Please note that whilst this role is open to all MOJ staff, you can only apply for London, 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.
Important information for candidates choosing the Liverpool office
If you are successful and choose to be based in our Liverpool office, you will be required to complete Counter Terrorist Check (CTC) clearance in addition to our standard pre-employment checks.
To obtain CTC clearance, you must meet the current National Security Vetting residency requirements. Under Central Government policy, applicants must normally have been resident in the UK for the last 3 years to be eligible for this level of clearance.
Please consider this requirement carefully when applying if Liverpool is your preferred location.
Minimum Working Pattern:
If you are applying for a part time role, please note that to meet business demands we need cover for a minimum of 22 hours and to cover 3 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.
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 team is central to the Agency, it is responsible for handling legal aid applications, processing case payments and dealing with correspondence and enquiries received in both Civil and Criminal Legal aid matters. Our dedicated staff ensure that 600,000 new clients access justice each year, while ensuring that legal aid lawyers are paid fairly.
We listen and engage with all staff in case management, ensuring we always value the ‘caseworker voice’ and that this is represented when delivering change. We support all staff in our work, recognising success and promoting a positive and healthy work-life balance.
We have a culture w new ideas are encouraged and appreciated.
Criminal Cases Unit (CCU)
This role is based in the Criminal Cases Unit (CCU). The CCU assesses and processes claims for costs from solicitors and advocates at the end of criminal court cases.
The claims processed by CCU are as follows:-
- Claims from the Legal Aid fund for Special Preparation; Unused Preparation; Proceeds of Crime; Very High Costs Cases and some claims which escape the graduated fee scheme.
- Claims from Central Funds Court Appointee; Defendants Costs; Direct Access and Private Prosecution
The CCU receive over 30,000 claims per year, some of these can be high in value and profile.
Job Summary
The role holder will be responsible for the management of high value cases, the assessment of high value claims in accordance with the relevant regulations and guidance and dealing with associated correspondence and appeals.
The role holder will be responsible for assessing all claims in accordance with Key Performance Indicators on quality and processing time.
The role holder will participate in projects undertaken by the team as and when required and reports directly to the Senior Case Manager.
Key Responsibilities:
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Acquire a comprehensive and up to date understanding of current guidance and regulations and using this to make decisions on claims for costs from solicitors and advocates.
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Take responsibility for funding decisions, justifying the position taken as required.
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Understanding financial and reputational risk and using that understanding to maximise opportunities to meet competing objectives.
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Communicate effectively with internal and external stakeholders to foster effective and productive working relationships with all stakeholders.
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Deal effectively with any matters which have been escalated by stakeholders including team members.
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Support the management of the team and individual performance. Helping team members to achieve their objectives, contributing to the development of others addressing any issues which arise.
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Contribute effectively to the achievement of Key Performance Indicators in both quality and processing times, providing reports, and escalating issues as they emerge whilst helping to find effective solutions.
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Work to a high standard to ensure appropriate decisions are made and effectively recorded.
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Act as a quality controller and engage in consistency exercises to ensure improvements are identified and progressed.
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Take an active role in promoting consistency and providing guidance and feedback to the team. Making suggestions for improvement in specified work areas, ensuring the Team are aware and understand any changes.
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Take responsibility for own development and learning.
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Contribute to projects and continuous improvement, to develop new methods of working, incorporating and being responsive to, developments within the Criminal Justice System.
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Design and deliver internal and external training.
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Encouraging ideas and contributions from all members of your team and across the case management teams.
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Promoting equality & diversity, treating everyone fairly and actively, encouraging ideas and contributions from all members of your team and across the case management teams.
Essential Knowledge, Experience and skills
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Proven analytical, numerical and data management skills.
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Proven ability to work within a team and autonomously, taking responsibility for managing own workload.
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Excellent communication skills both written and verbal.
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Experience of building relationships with a wide range of stakeholders including handling complex situations and dealing with uncertainty.
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Ability to interpret and apply guidance and principles to make accurate decisions.
Desirable Knowledge, Experience and skills
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Experience of assessing claims for costs.
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Knowledge of the criminal courts and their function.
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Previous experience of working in operational delivery.
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Previous experience of working with stakeholders to successfully resolve complex issues.
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IT Literate – a good knowledge of Microsoft office and digital technology.
Person Specification
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Enjoys working in a fast-paced environment.
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Enjoy working to improve the service offered, offering innovative ideas and feedback.
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Enjoy working as part of a diverse, inclusive team and organisation.
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
If you are successful through the application stage, you will be invited to an 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:
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Making effective decisions (lead behaviour)
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Communicating and influencing
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.
The interview will include a short exercise to assess the Delivering at Pace behaviour. Candidates will be given a scenario and time to prepare a response during the interview. Candidates will be required to share their screen while completing the exercise to support the integrity of the assessment process.
Shortlisting is planned for week commencing 21st September 2026
Interviews are planned for week commencing 12th October 2026
If you would like more information on this opportunity, please contact – [email protected] and [email protected]
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.
