26.59 EO Senior Caseworker

Job summary

Based within the Customer Services Department and forming part of Operational Services, our Senior Caseworkers are passionate about providing excellent customer service in a fast-paced environment, with safeguarding at the heart of what they do.

The role involves a combination of casework and supporting customers via e mail and telephone. You will be the first point of contact for our customers, providing a first-class service in resolving complaints or responding to complex enquiries within agreed timescales. In addition to performing the Senior Caseworker role, this job involves providing support for your Line Manager and being responsible for undertaking management responsibilities as and when required.

You will also work closely with various organisations such as, Registered Bodies and Police Forces as well as colleagues within the wider DBS to help resolve queries. You would be expected to embrace change and be involved in working towards the DBS strategic priorities, focussing on continuous improvement of the customer experience.

You will be joining a supportive and welcoming organisation, where full training will be provided; therefore, you must have a willingness to learn, be keen to support and help others, drive change and continuous improvement with a dedication to providing a high-quality service to the public.

Job description

• To meet the requirements of this role, you will ensure all customer complaints and complex enquiries casework are prioritised and completed to the required standard and within the agreed timescales.
• You will be customer-focused and will be expected to carry out investigations, to deliver first-time tailored responses to customers; where appropriate, providing updates and recording all interactions on relevant systems.
• You will provide support for your Line Manager, undertaking responsibility for managing the team as and when required.
• You will work collaboratively with colleagues within your team, Customer Services, and the wider DBS to gain relevant information and share ideas of best practice and efficiencies, that will continually improve the service that we offer to our customers.
• There is an expectation that you will work with your Line Manager to identify development opportunities and undertake relevant training to keep skills up to date, ensuring continued effectiveness within the role.
• In addition to the above, you will also demonstrate your flexibility by being involved in other relevant tasks, either voluntarily or through management delegation.

Person specification

About you:

• You will have a passion for delivering excellent customer service.
• You will have strong verbal and written communication skills.
• You will be an active team player, contributing to team meetings, and supporting your colleagues and managers alike.
• You will show a willingness to develop yourself and others, getting involved in additional tasks and identifying opportunities for continuous improvement.

Essential Criteria:

• Evidence of handling customer complaints
• Excellent report writing and verbal communication skills
• Will use initiative to highlight gaps in procedure and seek resolutions that are outside the normal process
• Skilled in managing own workload and prioritising cases according to targets set.

Desirable Criteria:

• Confident in dealing with potentially challenging interactions, both in writing and via the telephone.
• Able to perform thorough cross business investigations and evidencing where mal administration has occurred.

Behaviours

We'll assess you against these behaviours during the selection process:

• Communicating and Influencing
• Making Effective Decisions
• Managing a Quality Service
• Leadership

We only ask for evidence of these behaviours on your application form:

• Communicating and Influencing

Benefits

Alongside your salary of £30,993, Disclosure & Barring Service contributes £8,978 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

The DBS offers a number of excellent benefits for its employees. These can include:

• Generous annual leave entitlement
• Excellent maternity, paternity and adoption schemes (after a qualifying period)
• Commitment to the health and wellbeing of our employees
• Employee Assistance Programme
• Flexible working opportunities
• Eyecare voucher scheme
• Occupational Health Service including referrals for counselling and physiotherapy
• 24/7 Counselling and Wellbeing Service
• A Civil Service Pension with an employer contribution of 28.97%

The DBS vision and purpose is to make people safer by being a visible, trusted and influential organisation, providing an outstanding quality of service to all our customers and partners, where our people understand the important safeguarding contributions they make and feel proud to work here. To do this, the DBS is committed to being an employer that is able to attract, develop, retain and engage diverse talent that is representative of the communities we serve, and to be an organisation providing outstanding service to all our existing and new customers, who are diverse and have a range of different needs. We want all our staff to be able to bring their ‘whole self’ to work.

Further Information:

To view the DBS Recruitment and On-boarding Privacy Notice, please click the link below:

DBS Recruitment and On-boarding Privacy Notice - GOV.UK (www.gov.uk)

Things you need to know

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 (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths, Ability and Experience.

SIFT STAGE:

As part of the application process, you will be invited to complete a Civil Service Verbal Test (CSVT). Only candidates who pass the test will be invited to complete their full application form. Please allow sufficient time to complete the tests and the remainder of the full application form. If you do not complete both the online test and the full application form before the deadline, your application will be withdrawn. The online test for this vacancy does not have a time limit, so there is no need to request additional time to complete it.

Please note: There will be maintenance for online tests on Sunday 31 May 2026. This means you will be unable to access the online tests between4pm to midnight. Your progress will be saved, and you will be able to continue once the tests are available again.

Once you have successfully completed the Civil Service Verbal Test, you will be required to provide:

• A personal statement of no more than 500 words, outlining how your skills and experience meet the requirements of the role, including all essential and desirable criteria.
• An evidence-based example of 'Communicating and Influencing' using no more than 250 words to demonstrate the behaviour.

The Personal Statement will be sifted first for all candidates who meet the required benchmark in the online test. Candidates who achieve the pass mark for the Personal Statement, will then progress to a further sift on the behaviour, Communicating & Influencing. In the event that we receive a large number of applications, the sift pass mark may be raised to progress to a further sift/interview. The hiring manager also reserves the right to raise the benchmark at any stage throughout the process.

INTERVIEW STAGE:

The interview will consist of a panel-based interview which will take place in person at Shannon Court, Liverpool.

The aim of the panel interview will be to assess your ability to demonstrate the following behaviours:

• Making Effective Decisions
• Managing A Quality Service
• Leadership

Strengths based questions will also be asked at interview.

RECRUITMENT TIMELINE:

The following timetable outlines indicative dates. Please note, these dates may be subject to change without prior notice.

Online test deadline: Monday, 1st June 2026 at 12 noon

Advert closing date: Monday, 1st June 2026 at 12 noon

The initial candidate sift is due to take place week commencing 1st June 2026.

Interviews are due to take place week commencing 15 June 2026.

Whilst we will endeavour to provide some flexibility with regards to dates wherever possible, it is unlikely that we will be able to offer an alternative date once an appointment has been scheduled.

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check.People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see theCivil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

Apply and further information

Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :

• Name : DBS People Support Team
• Email : DBSPeopleSupportTeam@dbs.gov.uk

Recruitment team

• Email : DBSPeopleSupportTeam@dbs.gov.uk

Attachments

EO Senior Caseworker DBS Job Description Opens in new window (pdf, 355kB)