Complaints and Correspondence Caseworker
Job summary
The Vacancy
We are recruiting for the role of Complaints and Correspondence Caseworker in our Complaints and Correspondence team covering work across the organisation. This role is a 12 month fixed - term contract.
Whilst this role is part of a team that works flexibly and remotely your location doesn’t always have to be a critical consideration. However, there may be travel to our offices in Central London and Coventry for training and development meetings occasionally.
Job description
Let us tell you a bit more about the role…
Cafcass provides an independent voice for children in the family courts. Children, and the people who matter most to them, are at the centre of our work. By joining our Complaints and Correspondence team as a Caseworker you will undertake a variety of work from supporting families through their complaint or correspondence journey to promoting improved engagement across a mixed portfolio of stakeholders: Ombudsman, MPs or our colleagues in other government functions to name a few.
Some of your tasks will include taking ownership and responsibility for your own case load whilst interacting with families or their representatives. You’ll also work with a range of colleagues across Cafcass, identifying appropriate subject matter and looking up information to reflect Cafcass’ key messages and policy positions
If you consider yourself a problem solver, if you’re curious and want to get to the bottom of things, this role will provide engagement and reward.
Person specification
… and what we’re looking for.
Drawing on your expertise in a customer focused environment you will:
Be able to manage your caseload and take ownership of the end-to-end journey for each complaint or piece of correspondence, with support from your colleagues.
Adapt your approach to suit the family member, colleague or stakeholder you are working with, in a professional and compassionate manner.
Sensitively and compassionately communicate via email and phone to obtain relevant information to support the resolution of complaints and other correspondence.
Benefits
- Learning and development tailored to your role
- A culture encouraging inclusion and diversity
- Excellent pension -19.4% employer contribution to Local Government Pension scheme, potentially building on your current pension.
- Generous holidays- 28 days holiday (including three for Christmas) rising to 33 days with five years continuous service, which could include your current employment. You can also buy more holiday or sell any you do not need.
- Flexible working -Most colleagues work in a hybrid way, having the benefits of working both from the office and home, we also accommodate flexible working requests (e.g. 9-day fortnights).
- Exclusive discounts -Generous discounts with wide range of companies covering leisure, technology, travel, personal finance, fashion and supermarkets.
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
Next steps / timelines
If and when you are ready to apply, our application process is straightforward and quick to complete. You don’t need to complete your application in a single visit, you can start it and come back and amend your responses/update your CV, just make sure you come back before the closing date to submit.
Below we have given you an indication of a timetable we are hoping to work towards, although dates are subject to change.
Closing date:
11th January 2026
Initial interview:
16th January 2026
Final/Assessment Interview:
23rd and 26th January 2026 (Written task to complete)
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.Medical
Successful candidates will be expected to have a medical.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
Working for the Civil Service
Please note this Post is NOT regulated by the Civil Service Commission.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 : Sophie Cappleman
- Email : Sophie.Cappleman@cafcass.gov.uk
Recruitment team
- Email : Narinder.kaur2@cafcass.gov.uk