Concerns Handling Officer (Band 5/EO)

Job summary

We contribute to the Health and Safety Executive (HSE) strategy - Protecting people and places. Our contribution is to protect people at work and or who are impacted by a work-activity by ensuring risks are properly managed.

The Customer Service Team is a high volume, fast-paced, operational, front-line team. Receiving 50k new workplace health and safety concerns (Tell us about a health and safety issue), and advice requests per year. In our efforts to continuously improve, we seek to adopt the digital approach as new opportunities arise.

Working in the Customer Service Team, your role will be to assess / triage health and safety risk, contact businesses and customers, and to ensure cases are resolved in line with expectations and service levels.

We are looking for motivated and dedicated customer focused people to join the team and play an important role in ensuring that HSE provides a professional response to health and safety concerns, and advice requests, within strict deadlines.

Working Pattern

Part time working hours are available for this role. We can accept part time applicants who can commit to working a minimum of 30 hours per week over 5 days.

Please note during the initial training period you will be required to be in attendance at the Bootle office fulltime, this will be for a period of approximately 4 months.

Job description

You will be responsible for processing your assigned work, and making an assessment on information received about the matters. You will work collaboratively with internal and external customers to obtain accurate and relevant information. You will ensure that responses are professional, accurate and timely, and work is recorded correctly on systems.

Key Responsibilities

You will work in the Customer Service Team who handle technical aspects of concerns and advice requests received in HSE, your role will be to:

• Make decisions on whether the matter falls within HSE’s enforcement remit.
• Risk assess matters within HSE’s enforcement remit to establish which cases require following up and whether this can be handled administratively by the Customer Service Team or requires referring to HSE Inspectors
• Clearly set out, explain and justify your decisions
• Effectively engage and communicate with internal and external customers to achieve efficient, effective and proportionate resolutions
• Apply regulatory judgement to evaluate the sufficiency and content of any evidence provided by the duty holder
• Contribute effectively to the successful delivery of our team and organisational objectives
• Provide technical support for other operational front-line work including advice requests
• Work with others in the Customer Service Team to create a culture of collaborative working and continuous improvement

Person specification

We are looking for motivated and talented individuals with the commitment to learn about new areas of work and responsibility, and to build on their skills and knowledge in the workplace (health and safety management), as well as having experience of working in a customer focused environment.

Essential Skills & Criteria

• Excellent written and verbal communication skills to enable you to convey information in a clear and concise way, this should include the ability to probe and question further and show sensitivity when necessary
• Proficient IT skills to allow for accurate and timely recording of information in various HSE systems
• Be able to organise yourself and prioritise work as necessary
• Analytical skills to enable you to interpret and digest information from a range of different sources
• The ability to make effective decisions using your own initiative, intuition, and communication skills
• Experience of working in a front-line delivery role
• The ability to seek out new and improved ways of working, to make suggestions to colleagues and managers regarding improvements and always strive to deliver to the highest standards

At HSE, we are proud to be able to offer our people the opportunity to work in a hybrid way which combines working from home and the office. This is a voluntary, non-contractual arrangement, and your allocated office will be your contractual place of work.

There will be a requirement to travel to the office for various activities, e.g., collaborative working, supporting and training colleagues. If hybrid working is suitable for you and your role, you will be expected to attend the office, or other business-related site, for 60% of your working week. The arrangements will be determined primarily by business need, but personal circumstances and other relevant circumstances will also be taken into account.

Therefore, we would encourage candidates to consider if the commute from home to the office is a feasible distance to travel before making an application. Please note that if you are successful, hybrid working will be discussed prior to taking up the post.

Qualifications

You should have a NEBOSH Certificate (National Examination Board Certificate in Occupational Safety and Health) or be willing to obtain this qualification within a reasonable length of time which we consider to be within the first 12 months of service.

The NEBOSH course is run as an intensive two-week course; further appropriate study time will be allowed during work hours.

Failure to achieve the NEBOSH qualification within the required timescale and with a maximum two attempts, will mean your contract is terminated.

Behaviours

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

• Delivering at Pace
• Making Effective Decisions
• Communicating and Influencing

Benefits

Alongside your salary of £31,657, Health and Safety Executive contributes £9,171 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

• Learning and development tailored to your role
• An environment with flexible working options
• A culture encouraging inclusion and diversity

We invest in our people with;

• Competitive rates of pay
• Access to the highly competitive Civil Service Pension Scheme to which HSE contribute 28.97% far more than in the private sector
• Family friendly policies and working hours to help balance your home life and career
• Carer friendly policies to help create a supportive working culture
• 25 days annual holiday increasing to 30 days after 5 years' service, plus bank holidays and 1-day Civil Service privilege leave
• Parental leave benefits
• As a member of HSE you will gain access to a wide range of fantastic benefits that you can take advantage of such as the Cycle to Work Scheme, E-Gift Cards, and Vouchers via our partner EdenRed.

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 and Experience.

Upon submitting your short application form, you will be invited to complete a Civil Service Casework Skills Test.

Please complete the online tests as soon as possible, within 24-48 hours is recommended, to allow time to complete your full application.

If you successfully pass the test, you will then be invited to complete the final stage of your application.

You must complete the online tests and your full application form by 12pm midday on 11th May. If you fail to complete the online test and full application form before the deadline, your application will be withdrawn.

Guidance for the test will be available when you are invited to take the test. The tests are administered online and accessed via the CS Jobs website.’

There will be maintenance for online tests on Sunday 3rd May 2026 between 4pm and midnight. And Sunday 10th May 2026 between 1pm to midnight. This means you will be unable to access the online tests during these times. Your progress will be saved, and you will be able to continue once the tests are available again.

Application Information

As part of your application, you will be invited to complete an anonymised CV which should include your career history, experience, and qualifications. Please ensure you tailor your CV to match the Essential Skills and Criteria as listed within the advert.

You will also be asked to complete an anonymised Personal Statement, of no more than 750 words which demonstrates how you meet the Essential Skills and Criteria of the job advert.

Sift Information

The sift will take place from 11th May when you will be assessed on your CV and Personal Statement.

Please note in the event of a high number of applications we will sift on the Personal Statement only.

Interview Information

Interviews will take place from 1st June when you will be assessed against the behaviours detailed within the job advert. as well as your strengths.

Please note the sift and interview dates could be subject to change due to panel availability.

Sponsorship

This role is not open to application from those who will require sponsorship under the points-based system. Should you apply for this role and require sponsorship your application will be rejected, and any provisional offers of employment will be withdrawn.

Please note that a Reserve List will be held for the period of up to 12 months. There is no guarantee you will be offered a role from our reserve lists, so if you see a vacancy on Civil Service Jobs that you are interested in, we recommend you apply.

HSE reserve the right to conduct additional checks, including Google and social media checks, when recruiting candidates into a role within HSE. These checks will be carried out in line with the Civil Service Commission Principles and, if used all candidates will be subject to these additional checks.

From 23rd June 2025, if you are successful at interview, as part of your pre-employment checks, HSE’s Recruitment Team are required to check your details against the Internal Fraud Hub (IFH), using your personal details – name, NINO, and date of birth. If you are included on the database, you will be refused employment. If you believe that there has been an error in the inclusion of your data and wish to make an appeal, please contact the CO email box internal.fraud@cabinetoffice.gov.uk .

Details of the types of internal fraud/dishonesty covered by this process are defined by the Cabinet Office and can be found here Internal Fraud Register privacy notice - GOV.UK

It is the candidate’s responsibility to ensure they are aware of the terms and conditions they will adopt should they be successful in their application. For a summary of HSE terms and conditions as part of Civil Service Reform, please see the attached HSE Terms and Conditions document.

Progression through pay ranges is subject to annual pay awards as permitted within annual Civil Service pay remit guidance and negotiations with Trade Unions.

HSE is proud to be a part of the Disability Confidence Scheme (DCS). As a Disability Confident employer, we positively welcome applications from disabled people. We are committed to making workplace adjustments to ensure anyone can participate in the recruitment and selection process.

If, during the application or interview process, you require any assistance due to a disability or a medical condition, please contact us at the email address below to discuss how we can support you. For example, if you have a disability, and you need an application form in an alternative format or you would like to know more about our recruitment process, please contact: HR.Resourcing-Team@hse.gov.uk

If successful in securing your role, HSE can provide suitable workplace adjustments to support you throughout your career with HSE.

Any move to HSE from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax Free Childcare. Determine your eligibility here.

Please note, if you are a current civil servant and you are currently undergoing any of the following formal actions your application will not be progressed any further;
Formal discipline action, any formal action regarding attendance, poor performance or any restriction of duties as a result of disciplinary action.

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.The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

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

This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.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 : Paula Kelly
• Email : Paula.kelly@hse.gov.uk

Recruitment team

• Email : HR.Resourcing-Team@hse.gov.uk

Further information

If you believe that Civil Service Commission principles of selection for appointment on merit on the basis of Fair and Open competition have not been met, you can raise a complaint by emailing: HR.Resourcing-Team@hse.gov.uk or by writing to HSE at the following address:

HR Resourcing Team, 2.3 Redgrave Court, Merton Road, Bootle, Merseyside, L20 7HS. If you are not satisfied with the response you receive from the Department, you can contact Civil Service commissioners:

https://civilservicecommission.independent.gov.uk/code/civilservicecode…

Attachments

HSE Terms and Conditions - CSJ Advert Annex Opens in new window (pdf, 116kB)