General Description of the Role
The RAFAC Casework Support role provides administrative and coordination support to personnel casework activity at HQ RAFAC.
The role is responsible for supporting the timely, accurate and professional administration of personnel casework, including complaints handling, suspension action, records management, and support to investigation and referral processes. The role requires discretion, sound judgement, close attention to detail, and the ability to maintain accurate records across relevant systems and shared sites.
Regular liaison with HQ RAFAC staff, Regions, Wings and the Personnel Casework team, and supports the effective coordination and administration of casework across the organisation is required. The post is primarily office based and reports to Deputy Head Personnel Casework.
All staff are required to take reasonable care for their own health and safety, and that of others who may be affected by their acts or omissions.
Principal Areas of Accountability, Tasks and Duties
Casework Responsibilities
- Manage the multi-user complaints inbox, acknowledge correspondence, log cases accurately, and refer matters as required in consultation with the Personnel Casework team.
- Maintain casework trackers and records, monitor progress, and support the timely pursuit, closure, filing and archiving of case documentation with relevant HQ, Region and Wing stakeholders.
- Provide administrative support to the Personnel Casework team by creating, updating and maintaining records within case management systems and by uploading and organising key information on shared casework sites.
- Assist with DBS referrals, prepare suspension correspondence when directed, and complete associated administrative action on relevant systems accurately and in a timely manner.
- Support investigation and referral activity by preparing documentation, formatting case papers, and maintaining complete and orderly case files in line with direction from the Personnel Casework team.
Other Responsibilities
- Undertake regular housekeeping of shared casework sites to ensure documents are correctly named, stored, transferred, shared and archived in accordance with local processes.
- Undertake continuous professional development in accordance with a plan agreed with line management.
- Undertake other duties, commensurate with grade, as directed by line management and consistent with the requirements of the role.
- This post does not hold line management responsibility.
Skills and Experience
Essential Criteria
- Experience in administrative support, casework support, personnel support, or a similar office-based role.
- Strong administrative, organisational and record-management skills.
- Ability to handle sensitive information with discretion and maintain confidentiality.
- Competent user of Microsoft 365 applications and general office systems.
Desirable Criteria.
- Previous experience of, Eclipse, SharePoint, or similar case management and administrative systems.
- Experience working with complaints handling, case administration, or personnel support processes.
- Experience of liaising with internal and external stakeholders on sensitive matters.
Additional Requirements
This role does not normally require travel.
The job holder is required to comply with the RFCAs’ Code of Conduct and to avoid any conduct which discriminates against colleagues, potential employees or contractors on the grounds of any protected characteristics, as identified by the Equality Act 2010.
The successful applicant must hold, or be able to obtain, Security Clearance (SC).
The post holder may be required to undertake other duties of a similar nature, commensurate with grade and consistent with the requirements of the Casework Support role.
As part of our commitment to integrity and safeguarding all applicants for Crown Servant posts are required to declare whether, within the past five years, they have been dismissed from any employment for gross misconduct involving bullying, harassment, discrimination, or victimisation, or have left a role following a formal disciplinary process where a finding of gross misconduct related to these behaviours was made, even if dismissal did not occur.
This declaration requirement applies regardless of whether the previous employment was within the Civil Service, Armed Forces, private sector, or another public body.
A disclosure will automatically disqualify a candidate so the application must be rejected. All personal data will be treated confidentially.
Pay: £27,866.00 per year
Work Location: In person
