Case Manager - Legal Aid Agency

We are an executive agency of the Ministry of Justice (MoJ). We are responsible for operationally administering the legal aid fund to provide criminal and civil legal aid advice to people in England and Wales. Our people are at the heart of achieving excellence. Employing around 1,200 colleagues across England and Wales, we feel proud to have some of the best People Survey results in the Civil Service. Case Management The Case Management team is central to the Agency, it is responsible for handling legal aid applications, processing case payments and dealing with correspondence and enquiries received in both Civil and Criminal Legal aid matters. Our dedicated staff ensure that 600,000 new clients access justice each year, while ensuring that legal aid lawyers are paid fairly. We listen and engage with all staff in case management, ensuring we always value the 'caseworker voice' and that this is represented when delivering change. We support all staff in our work, recognising success and promoting a positive and healthy work-life balance. We have a culture where new ideas are encouraged and appreciated. Criminal Cases Unit (CCU) This role is based in the Criminal Cases Unit (CCU). The CCU assesses and processes claims for costs from solicitors and advocates at the end of criminal court cases. The claims processed by CCU are as follows:-

• Claims from the Legal Aid fund for Special Preparation; Unused Preparation; Proceeds of Crime; Very High Costs Cases and some claims which escape the graduated fee scheme.
• Claims from Central Funds Court Appointee; Defendants Costs; Direct Access and Private Prosecution
The CCU receive over 30,000 claims per year, some of these can be high in value and profile., The role holder will be responsible for the management of high value cases, the assessment of high value claims in accordance with the relevant regulations and guidance and dealing with associated correspondence and appeals. The role holder will be responsible for assessing all claims in accordance with Key Performance Indicators on quality and processing time. The role holder will participate in projects undertaken by the team as and when required and reports directly to the Senior Case Manager.,
• Acquire a comprehensive and up to date understanding of current guidance and regulations and using this to make decisions on claims for costs from solicitors and advocates.
• Take responsibility for funding decisions, justifying the position taken as required.
• Understanding financial and reputational risk and using that understanding to maximise opportunities to meet competing objectives.
• Communicate effectively with internal and external stakeholders to foster effective and productive working relationships with all stakeholders.
• Deal effectively with any matters which have been escalated by stakeholders including team members.
• Support the management of the team and individual performance. Helping team members to achieve their objectives, contributing to the development of others addressing any issues which arise.
• Contribute effectively to the achievement of Key Performance Indicators in both quality and processing times, providing reports, and escalating issues as they emerge whilst helping to find effective solutions.
• Work to a high standard to ensure appropriate decisions are made and effectively recorded.
• Act as a quality controller and engage in consistency exercises to ensure improvements are identified and progressed.
• Take an active role in promoting consistency and providing guidance and feedback to the team. Making suggestions for improvement in specified work areas, ensuring the Team are aware and understand any changes.
• Take responsibility for own development and learning.
• Contribute to projects and continuous improvement, to develop new methods of working, incorporating and being responsive to, developments within the Criminal Justice System.
• Design and deliver internal and external training.
• Encouraging ideas and contributions from all members of your team and across the case management teams.
• Promoting equality & diversity, treating everyone fairly and actively, encouraging ideas and contributions from all members of your team and across the case management teams., If you are successful through the application stage, you will be invited to an interview / assessment centre in person or via Microsoft Teams where you will be assessed against the following:
Strengths relevant to the role The following Behaviours:
• Making effective decisions (lead behaviour)
• Communicating and influencing
Your Experience of implementing, promoting, or understanding diversity and inclusion policy - Diversity is the presence of difference, this can include one or more of the protected characteristics (Gender, Age, Race, Disability etc.) or it can be about working patterns, whether we like to jump into a task or reflect on it before acting. Inclusion is how we welcome, value, and celebrate diversity, giving everyone a voice, tapping into ideas, and enabling everyone to be themselves at work and achieve their potential. For this grade/ role we would expect the candidate to demonstrate understanding of the terms Diversity and Inclusion and be able to explain why they are important to them and to where they work. Examples of action they have taken (in or outside of work) to embrace diversity (e.g., increasing understanding) or improve inclusion for others will increase the strength of their answer. The interview will include a short exercise to assess the Delivering at Pace behaviour. Candidates will be given a scenario and time to prepare a response during the interview. Candidates will be required to share their screen while completing the exercise to support the integrity of the assessment process. Shortlisting is planned for week commencing 21^st September 2026 Interviews are planned for week commencing 12^th October 2026 If you would like more information on this opportunity, please contact - samantha.holmes@Justice.gov.uk and Elaine.Bell1@justice.gov.uk Our LAA commitment to Diversity and Inclusion The Civil Service is committed to attract, retain, and invest in talent wherever it is found. To learn more please see the Civil Service People Plan and the Civil Service Diversity and Inclusion Strategy. As a Disability Confident organisation, we will offer a guaranteed interview to candidates with a disability who meet the essential criteria for this role. Under the Equality Act 2010 a disability is defined as a physical or mental impairment which has a substantial and long-term adverse effect on your ability to carry out normal day-to-day activities which has lasted, or is expected to last, at least 12 months. If you are responding to a role within the Legal Aid Agency and would like to be considered under the guaranteed interview, please indicate this in your application and let us know of any reasonable adjustments you may require during the sift or later selection processes. The LAA's goal is to build an organisation that is open and inclusive and truly values and celebrates the diversity of its workforce. One that reflects and understands the needs of the diverse society we serve. This is regardless of social background, gender, age, ethnicity, sexual orientation, beliefs, disabilities or long-term illness or caring responsibilities. Reasonable Adjustments We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long-term condition (for example dyslexia, anxiety, autism, a mobility condition or hearing loss) and need us to make any reasonable adjustments to support you through the recruitment process, please let us know by adding the information to the applications system or emailing LAARecruitment@justice.gov.uk after you have applied so that we can discuss options with you. Complaints procedure If you have any complaints about this recruitment activity, please share your concerns by emailing LAARecruitment@justice.gov.uk initially. We aim to respond to any complaint within 10 working days. Additional Information Working Arrangements & Further Information The MoJ offers Hybrid Working arrangements where business need allows. This is an informal, non-contractual form of flexible working that blends working from your base location, different MoJ sites and / or from home (please be aware that this role can only be worked in the UK and not overseas). All employees will be expected to spend a minimum of 60% of their working time in an office, subject to local estate capacity. Some roles will not be suitable for Hybrid Working. Similarly, Hybrid Working will not suit everyone's circumstances. Arrangements will be discussed and agreed with the successful candidate(s) and subject to regular review. For nationally advertised roles: All successful candidates will be appointed to the nearest viable office nearest to their home postcode and on its respective pay scale. This will be at either a HQ building (subject to desk allocation, a Justice Collaboration Centre (JCC) or a Justice Satellite Office (JSO) - See Map. All employees will be expected to spend a minimum of 60% of their working time in an office, subject to local estate capacity). For current MoJ employees, your base location will need to be changed to the nearest viable office (to your home postcode), either at a HQ building, JCC or JSO within the National Office Network and moved its location's respective pay scale (any legacy arrangements/locations will need to be amended). Some of MoJ's terms and conditions of service are changing as part of Civil Service reform. The changes will apply to staff joining MoJ who are new to the Civil Service. Staff joining MoJ from other civil service employers will transfer onto the new MoJ terms if they are already on 'modernised' terms in their current post or onto 'unmodernised' MoJ terms if they are on 'unmodernised' terms at their current post. Details will be available if an offer is made. MoJ candidates who are on a specialist grade, will be able to retain their grade on lateral transfer. All candidates who are currently in receipt of Mark Time / Pay Protection should ensure they are familiar with the new policy on permanent and temporary promotion which can be found on the employee intranet. Flexible working hours The Ministry of Justice offers a flexible working system in many offices. Standard full time working hours are 37 hours per week. MoJ welcomes part-time, flexible and job-sharing working patterns, where they meet the demands of the role and business needs. All applications for part-time, flexible and job-sharing working patterns will be considered in accordance with the MoJ's Flexible Working policy., As a Disability Confident employer, MoJ are committed to providing everyone with the opportunity to demonstrate their skills, talent and abilities, by making adjustments throughout all elements of the recruitment process and in the workplace. MoJ are able to offer an interview to disabled candidates who meet the minimum selection criteria, except in a limited number of campaigns. You will be able to request reasonable adjustments to the recruitment process within the application form. If you need additional help completing the application form, please contact the TBS Recruitment Enquiries Team. For more information on applying for a role as a candidate with a disability or long-term condition, please watch our animated videos. Diversity & Inclusion The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan and the Civil Service Diversity and Inclusion Strategy. Redeployment Interview Scheme Civil Service departments are expected to explore redeployment opportunities before making an individual redundant. The MoJ is committed, as part of the Redeployment Interview Scheme, to providing opportunities to those who are 'at risk of redundancy'. MoJ is able to offer an interview to eligible candidates who meet the minimum selection criteria, except in a limited number of campaigns. Candidates will not be eligible for the Redeployment Interview Scheme if they are applying on promotion.


• Proven analytical, numerical and data management skills.
• Proven ability to work within a team and autonomously, taking responsibility for managing own workload.
• Excellent communication skills both written and verbal.
• Experience of building relationships with a wide range of stakeholders including handling complex situations and dealing with uncertainty.
• Ability to interpret and apply guidance and principles to make accurate decisions.
Desirable Knowledge, Experience and skills
• Experience of assessing claims for costs.
• Knowledge of the criminal courts and their function.
• Previous experience of working in operational delivery.
• Previous experience of working with stakeholders to successfully resolve complex issues.
• IT Literate - a good knowledge of Microsoft office and digital technology.
Person Specification
• Enjoys working in a fast-paced environment.
• Enjoy working to improve the service offered, offering innovative ideas and feedback.
• Enjoy working as part of a diverse, inclusive team and organisation.
Assessment approach, Communicating and Influencing

The MoJ offers a range of benefits: Annual Leave Annual leave is 25 days on appointment and will increase to 30 days after five years' service. There is also a scheme to allow qualifying staff to buy or sell up to three days leave each year. Additional paid time off for public holidays and 1 privilege day. Leave for part-time and job share posts will be calculated on a pro-rata basis. Pension The Civil Service offers a choice of pension schemes, giving you the flexibility to choose the pension that suits you best. Training The Ministry of Justice is committed to staff development and offers an extensive range of training and development opportunities. Networks The opportunity to join employee-run networks that have been established to provide advice and support and to enable the views of employees from minority groups to be expressed direct to senior management. There are currently networks for employees of minority ethnic origin, employees with disabilities, employees with caring responsibilities, women employees, and lesbian, gay, bisexual and transgender employees. Eligibility Staff on fixed term appointments must have been recruited through fair and open competition. Vacancies advertised "cross-government" are only open to all Civil Service employees and employees of accredited non-departmental public bodies (NDPBs) who were appointed on merit following a fair and open competition; or were appointed to a permanent post through an exception in the Civil Service Commissioners' rules. Support
• A range of 'Family Friendly' policies such as opportunities to work reduced hours or job share.
• Access to flexible benefits such as voluntary benefits, retail vouchers and discounts on a range of goods and services.
• For moves to or from another employer or moves across the Civil Service this can have implications on your eligibility to carry on claiming childcare vouchers. You may however be eligible for alternative government childcare support schemes, including Tax Free Childcare. More information can be found on www.www.GOV.UK or Childcare Choices. You can determine your eligibility at https://www.childcarechoices.gov.uk/.
• Paid paternity, adoption and maternity leave.
• Free annual sight tests for employees who use computer screens.
Working for the Civil Service The Civil Service Code sets out the standards of behaviour expected of civil servants.