HR Complex Caseworker

The Ministry of Housing, Communities and Local Government (MHCLG) is establishing a new in-house HR Casework and Advisory Service to provide consistent, timely and policy-led support on complex people matters across the department. As a Senior HR Casework and Advisory Manager, you will play a key role in shaping and delivering this service, helping managers navigate employee relations issues while ensuring fair, pragmatic and legally compliant outcomes.

Working closely with HR colleagues, senior leaders and key stakeholders, you will provide expert advice on a range of complex casework, including attendance, performance, conduct, grievance and workplace adjustment matters. You will also support Employment Tribunal and early conciliation activity, coordinate case progression, and contribute to the development of high-quality HR policies, guidance and tools.

Alongside managing casework, you will build line manager capability through coaching, guidance and knowledge sharing, helping to create a culture where people issues are managed confidently, consistently and in line with MHCLG values. You will use insights from casework to drive continuous improvement, enhancing processes, employee experience and the overall effectiveness of the new service.

This is an exciting opportunity for an experienced HR professional to influence the development of a modern, customer-focused advisory function and make a tangible impact across the organisation.

• Provide expert, timely and proportionate advice on complex employee relations and people matters, ensuring compliance with employment legislation, Civil Service principles and MHCLG policies.

• Manage and support a varied caseload, working closely with managers and HR colleagues to progress cases relating to attendance, performance, conduct, grievance, workplace adjustments and other complex employment issues.

• Support the effective management of Employment Tribunal claims and early conciliation activity, including coordinating evidence gathering, monitoring key milestones, maintaining accurate records and liaising with internal and external stakeholders.

• Build line manager confidence and capability by providing coaching, guidance, briefings and practical advice to support effective people management and early issue resolution.

• Contribute to the development, review and implementation of HR policies, procedures, guidance, templates and work instructions, ensuring they are clear, user-focused and aligned to organisational needs.

• Share knowledge and expertise across the HR community, promoting best practice in employment law, Civil Service HR policy and employee relations case management.

• Use data, insights and lessons learned from casework activity to identify trends, risks and opportunities for improvement, supporting informed decision-making and proactive interventions.

• Support the continuous improvement of the HR Casework and Advisory Service by enhancing processes, controls, data capture, escalation routes and the overall employee and manager experience.

• Develop and maintain effective working relationships with HR colleagues, senior leaders, trade union representatives and other key stakeholders to support positive and consistent outcomes.

• Contribute to wider HR priorities, projects and service development activities as required.

This list is not exhaustive, and the postholder may be required to undertake other duties commensurate with the grade and responsibilities of the role in line with business needs.

• CIPD Level 5 qualification (or equivalent professional knowledge and experience), or a willingness to work towards achieving this qualification.
• Working knowledge of current employment legislation and its application to complex employee relations casework.
• Experience of organisational HR policies, Civil Service HR practice and the principles of achieving fair and consistent casework outcomes.
• Experience of managing or advising on complex HR casework, including absence, performance, conduct, grievance, workplace adjustments and/or Employment Tribunal matters.
• Experience of working within a Civil Service, public sector or similarly complex organisational environment.
• Experience of working collaboratively with managers, employees, HR colleagues, senior leaders and representative bodies to achieve effective outcomes.
• Ability to build positive working relationships and work constructively within a busy, sensitive and evolving service environment.
• Understanding of GDPR, data protection requirements and the importance of maintaining confidentiality when handling sensitive information.
• Good working knowledge of Microsoft Office applications, including Word, Excel, PowerPoint and SharePoint.