AO Caseworker

Ministry of Justice; Bristol; Hybrid; GBP 24,000 - 28,000; Full time

Benefits offered by this job

Hybrid working

Flexible benefits

Pension scheme

Annual leave entitlement 25–30 days

Job summary

The Ministry of Justice's Legal Aid Agency is seeking Administration Officers to process legal aid applications and assess payment claims in Civil and Criminal matters. You will work as part of a team, manage your own time, and learn current guidance and regulations after training.

The role supports a positive work‑life balance and offers hybrid working within the UK. As an AO caseworker you will contribute to operational performance, accuracy in case records, and professional client

Qualifications

• Ability to make decisions using evidence/information.
• Ability to use computers and Microsoft 365.
• Experience of working in a team.
• Ability to work to deadlines.
• Ability to communicate using written and verbal skills.

Responsibilities

• Processing applications for legal aid and assessing claims for payments.
• Deciding eligibility based on merits and financial eligibility.
• Handling enquiries from customers in writing and verbally.
• Interacting with Solicitors, legal aid clients and colleagues.
• Achieving performance and quality targets in your work.
• Recording information on case management systems and keeping records up to date.

Skills

Decision making

Microsoft 365

Teamwork

Time management

Written and verbal communication

Tools

Microsoft 365

Job description

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.

Our Administration Officers (AO) are responsible for processing applications for legal aid and assessing claims for payments in accordance with regulations and guidance. Working as part of a team, you'll manage your own time while helping to achieve operational, performance and service standards within your work area. Following training you will be required to maintain an up to date understanding of current guidance and regulations in either Criminal Court proceedings or Civil proceedings. The role can include the following:

• making accurate decisions on applications to determine eligibility based on the merits of the case and financial eligibility of the client
• make accurate decisions on claims for payments submitted by Solicitors and Barristers to ensure the correct spending of public funds
• dealing effectively and professionally with enquiries from customers both in writing and verbally
• regular interaction with Solicitors, legal aid clients and colleagues across the LAA and MoJ
• achieving performance and quality targets in your work
• ensuring information and data is recorded accurately on case management systems and that case records are up to date

Being an AO caseworker within the LAA is an interesting and varied role, where you can make a real difference.

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 [e-mail] 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 [e-mail] initially. We aim to respond to any complaint within 10 working days. If you are dissatisfied with our response, we will forward your complaint to the Civil Service Commission, an independent body, for review.

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 role: 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.

• Ability to make decisions using evidence/information
• Ability to use computers and Microsoft 365
• Experience of working in a team
• Ability to work to deadlines
• Ability to communicate using written and verbal skills

Person Specification No prior experience is required, as full training will be provided. However, we are looking for someone who:

• Works well both independently and as part of a team.
• Enjoys being part of a fast‑paced and rewarding work environment.
• Brings a positive, can‑do attitude and a genuine enthusiasm for learning.

Assessment approach,

• IT skills: Ability to use computers and Microsoft 365
• Teamwork: Experience of working in a team
• Time Management: Ability to work to deadlines

Your individual paragraphs should demonstrate your ability to achieve these essential criteria, using examples can help strengthen your application. Should a large number of applications be received, an initial sift may be undertaken using the lead Behaviour, Making effective decisions. Candidates who pass the initial sift will progress to a full sift of your statement.

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. A Great Place to Work for Veterans The "Making the Civil Service a Great Place to work for veterans" initiative includes a guaranteed interview scheme to those who meet the minimum criteria to provide eligible former members of the Armed Forces with opportunities to secure rewarding jobs. Allowing veterans to continue to serve their country, and to bring highly skilled individuals with a broad range of experience into the Civil Service in an environment, which recognises and values your previous service in the Armed Forces. For further details about the initiative and eligibility requirements visit: https://www.gov.uk/government/news/making-the-civil-service-a-great-place-to-work-for-veterans

If you are applying for a part time role, please note that in order to meet business demands we need cover for a minimum of 21 hours and to cover 3 days of the week To meet legal requirements, if you are between the ages 16-18 and you are a successful candidate, you will be required to complete an apprenticeship after your initial on the job training.

The Legal Aid Agency We are an executive agency of the Ministry of Justice (MoJ). At the Legal Aid Agency (LAA), we have a vital purpose. We help eligible people meet the costs of legal advice, family mediation and representation in a court or tribunal in England and Wales. Our people are at the heart of achieving excellence. Employing around 1,200 colleagues across England and Wales, we have some of the best People Survey results in the Civil Service and are proud of our supportive, inclusive culture. We'll invest in you by providing structured training and development opportunities This is a great chance to start your career with the LAA and we offer real opportunities to progress and develop your career, either with us or the wider Civil Service if you choose.

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. 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.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. We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles. Should you feel that the recruitment process has breached the recruitment principles you are able to raise a formal complaint in the following order

• To Transformative Business Services (0345 241 5359 (Monday to Friday 8am - 6pm) or e mail [e-mail]);
• To Ministry of Justice Resourcing team ([e-mail]);
• To the Civil Service Commission (details available here)

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.