HR Complex Case Team Leader

Job summary

We are MHCLG

This is a varied and collaborative role focused on building a trusted, responsive and sustainable in-house HR casework service. This is a completely new role, where the post-holder will need to build capability and service whilst balancing providing advice on complex employment matters. Our new service will provide clear and expert support across the organisation on casework matters, with a focus on early resolution, dispute resolution, and attaining a high-performance organisation through ensuring matters are dealt with in a timely and fair way.

Job description

• Lead and manage the Complex Casework team, including work allocation, performance, quality assurance and delivery.
• Provide expert, risk-based advice on complex HR casework, ensuring alignment with employment law, Civil Service HR practice and MHCLG policy.
• Oversee complex and sensitive cases, including attendance, performance, discipline, grievance, workplace adjustments, complaints, appeals and employment litigation.
• Support Employment Tribunal and early conciliation activity, working with Government Legal Department where required.
• Coach managers to make fair, evidence-based decisions and resolve issues early. Improve casework processes, guidance, escalation routes, data capture and service standards.
• Use casework data and insight to identify trends, manage risk and improve service quality. In partnership across People Capability and Change develop issue resolution offer aimed at resolving issues quickly and effectively.
• Build strong relationships with HR colleagues, senior stakeholders, trade unions where appropriate and other government departments.

Person specification

We are looking for a confident senior HR professional with strong complex casework expertise, sound judgement and experience leading a busy advisory service, with experience in complex HR casework, employee relations and/or a people advisory environment, including sensitive or high-risk cases.

The successful candidate will be able to:

• apply employment law, HR policy and Civil Service HR practice to complex people matters
• lead and develop a professional, customer-focused team
• manage casework risks and escalate appropriately
• support fair, evidence-based decisions and early resolution.
• use data and learning to improve quality, consistency and governance
• build trusted relationships with managers, senior stakeholders, HR colleagues and partners

Will also be able to demonstrate:

• experience in complex HR casework, employee relations and/or a people advisory environment, including sensitive or high-risk cases
• experience leading an HR casework, employee relations or advisory team
• strong knowledge of HR policy and employment legislation, with experience applying this to fair, proportionate and risk-based decisions
• experience advising on complex people matters, including attendance, performance, discipline, grievance, workplace adjustments or litigation
• experience working with senior stakeholders and coaching managers to improve case outcomes and manage risk
• proven leadership experience, including managing people, performance, wellbeing and continuous improvement

Benefits

Alongside your salary of £60,230, Ministry of Housing, Communities and Local Government contributes £17,448 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).At MHCLG we offer many benefits that range from tailored career pathways and flexible working to MyLifestyle Staff Benefits Scheme, Childcare Vouchers, and Cycle to Work Schemes. For more information, please click here.

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

Application and Selection

The application process will be split into 2 stages, testing the following Success Profiles:

Behaviours , Strengths , Experience

Please ensure your CV and Cover Letter does not contain any personally identifiable information.

Note: We do not consider direct CV applications. All applications must be submitted via the provided application link.

Important: Your CV and Cover Letter must be merged into a single document before uploading. However, only your Cover Letter will be assessed.

Stage 1: Sift (Cover Letter)

In your Cover Letter of no more than 600 words, demonstrate your ability to lead work and make decisions on cases involving complex, sensitive issues and significant organisational risks. Use specific examples to explain how you assessed risks, made decisions and maintained a consistent, high-quality service while adapting to a changing employment landscape. Clearly outline your approach, the actions you took and the outcomes achieved.

If you run into any technical problems when applying through Be Applied (for example, trouble logging in or submitting your application), their support team can help. Please contact them at [email removed].

Stage 2: Interview

During the panel interview, candidates will be assessed through behaviour, experience and strength based questions, covering the below:

• Behaviours: Leadership, Making Effective Decisions, Managing a Quality Service, Communicating and Influencing.

• Experience: Candidates will be asked to prepare and deliver a 5-minute verbal presentation as part of the assessment of your experience. A scenario will be provided to candidates invited to interview alongside their interview invitation, giving you time to prepare in advance.

• Strengths: The strength-based questions will require natural responses from the candidates.

Sift and Interview Dates

This will be a rolling sift. This means the hiring team will review applications as they are submitted.

Interviews are envisaged to take place the week commencing 30 November 2026 and are currently being held remotely via videocall. This could be subject to change.

Disability Confident Scheme (DCS)

We are a Disability Confident employer.

We apply a fair and proportionate interview process for all candidates. In line with our commitment to the Disability Confident Scheme (DCS), we aim to progress candidates who apply under the Disability Confident Scheme and meet the required minimum selection criteria.

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