People Caseworker

England, Essex, Chelmsford
19 Feb 2021
12 Mar 2021
Job role
Contract Type

This position will initially, in line with current government guidance be based from home, with an expectation of being home based for the foreseeable future. However, if / when government guidelines change the role may then revert to being office based, whilst retaining some flexible working options.

Job Purpose

People Caseworkers play a critical role as we make a step change in the way we deliver people related services to customers and organise our transactional work in the Organisational Design and People function. You will be specialists in practically supporting in the delivery of employee standards, supporting and mentoring managers to resolve employee relation issues.

People Caseworkers will be responsible for providing professional and customer focused resolution to case work, along with providing support on first line and second line customer queries and advice across People Operations. This includes, Leadership and Talent, Performance Management, Occupational Health, DBS, Payroll and employment contract management.

Passionate about customer services, ensuring People Operations is easy to access and navigate, so customers are able to quickly resolve their people queries and issues. HR case work specialists, but also able to provide advice and guidance on the full range of customer queries.

Service/Functional Accountabilities

Responsible for providing accurate high quality advice and information on the range of ODP specialisms to line managers leading the resolution of employment issues, signposting to appropriate policy, procedures and guidance, based on professional expertise, skills and knowledge.

Manage a caseload of people related issues such as onboarding, probation, grievance, sickness performance improvement and discipline, working collaboratively with Line Managers and People Consultants.

Ability to communicate effectively, demonstrating empathy, listening and questioning skills to a very high level and ability to build rapport and trust when dealing with sensitive employee issues.

Ability to perform against set targets and to meet service levels and the desire to continually improve the service offered.

Strong team working motivation and ability to build effective working relationships across ODP including with People Business Partners, People Consultants and the service centre.

Support the development of local Service Level Agreements (SLA) for People Operations, on an ongoing basis, to ensure they reflect customer needs and a service they value.

Responsible for maintaining and monitoring accuracy of case records, to make necessary improvements and track progress against Service Level Agreements, flagging and escalating concerns appropriately when required.

Contribute to the analysis of trends in data requirements, to identify changes and improvements to ODP service and policies/standards, including accessibility issues.

Working as part of the service centre team, capture and update guidance material to ensure consistency of advice provided.

Specific individual and shared targets and objectives are defined annually within the performance management framework.

Skills, Knowledge and Experience

  • Partly CIPD qualified or equivalent, or working towards this qualification, with evidence of continuing professional development and expert knowledge in professional area.
  • Experience of advising, supporting and guiding managers in employment casework, with a good knowledge and understanding of relevant employment legislation and practice.
  • Evidence of performing against set targets to meet service levels and a desire to continually improve the service offered.
  • Ability to communicate effectively, demonstrating empathy, listening and questioning skills to a very high level and ability to build rapport and trust when dealing with sensitive employee issues.
  • Strong team working, motivation and ability to build effective working relationships with colleagues across the Council.
  • Solution focussed with an ability to confidently manage and prioritise multiple demands, seeking continuous improvement.
  • Good working knowledge of MS Office suite of products and business technology and the ability to use systems.

Please note that Essex County Council has determined that the off-payroll working rules will apply to this assignment and where a worker elects to provide their services through an intermediary (such as a personal services company) then income tax and primary national insurance contributions will be deducted at source from any payments made to the intermediary.

As part of employment with Essex County Council should your role require a DBS check you will be required to register with the DBS update service. The DBS update service ensures all registered DBS certificates are kept up to date and allows authorised parties to view the status of your certificate. This is an annual subscription and you will be responsible for ensuring this is maintained. For further information on the DBS update service please visit:

Essex County Council is committed to safeguarding and promoting the welfare of children and vulnerable adults and expects all employees and volunteers to share this commitment.

We seek the best talent from the widest pool of people as diversity is key to our success.

If you have any queries regarding this role, or require anything further, please email or call us on 0333 013 5888. Lines are open Monday to Friday 08:30 - 16.30.