We’re looking for inquisitive people who enjoy working in a fast-paced environment, and who take pride in delivering high quality customer service.
We have a Caseworker vacancy and are inviting candidates to join our Customer Service Group, where you will be supported to develop and grow your career. This is for the grade of Administrative Officer (AO) and the closing date for applications is 24 November 2025.
We are advertising for one position, however this campaign will be used to fill future vacancies and additional roles may become available over the next 12 months.
You’ll receive a salary of £26,750 (National) or £30,750 (Croydon, London and Harmondsworth) plus a variety of employee benefits.
The Customer Services Group is an important operational arm of the Home Office, responsible for delivering a wide range of public services that support the UK’s economy and cultural life. Our work spans across the administration of passports, citizenship, civil registration, and visas, as well as managing asylum applications, support and accommodation, along with resettlement and returns.
About the role
As a Caseworker you will be required to make decisions that will help to place our customers’ needs at the centre of what we do. You’ll provide essential support to ensure smooth case management and excellent customer service.
Responsibilities include making informed decisions, handling administrative tasks such as file tracking, correspondence logging, and database updates, as well as scanning and digitising documents. You’ll prepare case files for decision-makers, manage telephone calls and appointments, and assist customers through identity interviews and language analysis sessions. Strong interpersonal and communication skills are required, along with the ability to work collaboratively in a team environment.
We are recruiting for all departments within Customer Service Group and training will be provided for all roles. The role you will be posted to will depend on the business need at the time of onboarding. Candidates will not be given the option to choose between roles.
Meet the team
Sign up to attend our online AO Caseworker information event to hear more about the role. You can register on Eventbrite using the following link:
Wednesday 12th November 13:00 – 14:00
Thursday 20th November 18:00 – 19:00
This is your opportunity to hear what working in the team is really like. We’ll also share tips to help you write your application.
Working Arrangements
Full-time hours are 37 hours per week (Monday to Friday between 7am to 7pm.)
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 employees will be expected to spend a minimum of 60% of their working time in the office. Different roles will require varying levels of office attendance, some roles offer a minimum of 60% office attendance whilst others require 100% office attendance.
We encourage applications from candidates who wish to work part-time; however, part-time opportunities cannot be guaranteed and are subject to the requirements of the role and business.
Benefits
- Civil Service Pension with employer contribution rates of 28.97%
- In-year reward scheme for one-off or sustained exceptional personal or team achievements
- Full training, along with access to development opportunities to help you grow in your career
- 25 days annual leave on appointment, rising with service to 30 days
- Eight days of public holidays, plus one additional privilege day
- An environment with flexible working options and a culture encouraging inclusion and diversity
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- Belfast
- Birmingham
- Cardiff
- Croydon
- Durham
- Glasgow
- Harmondsworth
- Leeds
- London (Warehouse K, Kirby Street, Eaton House, Bedfont Lakes – Feltham)
- Liverpool
- Newcastle-Upon-Tyne
- Peterborough
- Portishead
- Salford
- Sheffield
- Solihull
- Southport
- Stoke-on-Trent
NOTE FOR CANDIDATES: If your location preference is London please indicate your preferred locations from Warehouse K, Kirby Street, Eaton House and Bedfont Lakes – Feltham in your application.
If you do not choose a preference, you will be posted into any of the London locations in accordance to business requirements.
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- Making well-informed decisions for our customers
- Providing support by undertaking a range of administrative tasks such as, file movement and tracking, logging correspondence, monitoring electronic inboxes, issuing letters and dealing with customer queries
- Scanning and digitising of customer supporting evidence and updating relevant databases/files
- Ensuring case files are decision ready for casework, appeals or removal processes
- Telephone call handling/booking appointments
- Escorting customers, conducting face to face identity interviews and facilitating language analysis interviews
- Able to demonstrate sound interpersonal, communication and relationship-building skills and thrive working as part of a team
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- Strong written communication abilities
- Effective verbal communication skills
- Proficient in information technology (IT)
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We’ll assess you against these behaviours during the selection process:
- Managing a Quality Service
- Making Effective Decisions
- Delivering at Pace
This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths and Experience.
This gives us the best possible chance of finding the right person for the job, drives up performance and improves diversity and inclusivity.
As part of the application process, you will first be asked to confirm your eligibility by providing some basic personal information.
After submission of this first stage, you will be invited to complete the following Civil Service Verbal test(s).
- Online Test
If you successfully pass the Civil Service Verbal test(s), you will be invited to complete the full application form. Please complete the online test(s) as soon as possible (within 24-48 hours is recommended). If you fail to complete the online test(s) or full application before the deadline, your application will be withdrawn.
Guidance for the Civil Service test(s) will be available when you are invited to take the test(s). The online tests are accessed via the Civil Service Jobs website.
You cannot complete the tests on a mobile phone or tablet.
Following successful completion of your test(s), you will then be asked to complete the full application form.
Application and sift
As part of the application process, you will be asked to complete:
- Personal Statement (maximum 250 words)
The Personal Statement should be aligned to and demonstrate how you meet the skills and experience set out in the essential criteria, detailed in the job description.
For guidance on how to construct your application, visit Civil Service Careers website.
The sift will be held on the Personal Statement.
Interview
If you are successful at sift stage, you will be invited to an interview that will be Behaviours (as listed above) and Strength based questions.
The interview will be conducted on the VidCruiter video platform where the interview questions have been pre-recorded. You will receive a link to complete a video interview and we will be asking you to video record your responses. .
For guidance and information on what to expect and how to prepare for an interview, you are encouraged to visit Civil Service Careers.
Please note:
- A full explanation of how the VidCruiter interview will take place will be provided to you. If you are invited for interview, you will be required to have access to a laptop (personal) with a working webcam and good Internet access
- You will be required to show and upload photo identification (e.g. current passport/driving licence) at the end of your virtual interview recording.
You will have 7 days to complete your interview once you receive the invite. If you fail to submit a recording, your application will be withdrawn.
Artificial Intelligence
Artificial Intelligence can be a useful tool to support your application; however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance for more information on appropriate and inappropriate use.
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