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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 requirements occasionally to our Cafcass offices, across the region, for training and development meetings.

We trust and empower colleagues to work in a hybrid way, providing the resources, equipment and support, so that individually and collectively, we can be the voice of children and young people when the family court makes critical decisions about their futures. We provide extensive wellbeing support for colleagues, as well as excellent benefits, all of which we hope encourages you to join us.

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
An environment with flexible working options
A culture encouraging inclusion and diversity
A Local Government Pension with an employer contribution of 13%
28 days holiday (including three for Christmas) rising to 33 days with five years continuous service, which could include your current employment

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

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:

30th July 2026

Initial interview:

W.C. 3rd August 2026

Final/Assessment Interview:

12 August 2026 - In Person Interview (Gray's Inn Road, London)

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

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

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

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Contact point for applicants

Salary range

£29,883 - £31,678 per year