Casework Services Manager (Scotland)

The Royal British Legion; Scotland; Hybrid; GBP 60,000 - 75,000; Full time

Benefits offered by this job

28 days paid holiday + bank holidays

Enhanced maternity, paternity andadop.

Generous pension with employer contrib

Flexible working options

Employee Assistance Programme

Learning and development courses

Volunteer opportunities

Travel loans / Cycle to Work

Job summary

The Royal British Legion is seeking an experienced Casework Services Manager for Scotland (Poppyscotland). You will lead a welfare team, shape service delivery, and ensure high quality, person-centred support for beneficiaries across Scotland.

You will oversee caseload management, safeguarding, staff development, and budgeting, with travel across the Scotland area. A UK driving licence is essential and Enhanced DBS checks are required.

Qualifications

• Proven leadership of welfare/casework teams.
• Experience delivering person-centred advice and support.
• Enhanced DBS check and full UK driving licence required.

Responsibilities

• Lead and develop the casework team to deliver high-quality, person-centred support.
• Oversee caseload management, quality assurance and service performance.
• Provide leadership on safeguarding and maintain a strong safeguarding culture.
• Manage budgets, recruitment, induction and staff development.
• Build relationships with internal and external partners to coordinate support for beneficiaries.

Skills

Leadership

People management

Communication

Strategic planning

Safeguarding

Education

Honours degree or equivalent

Job description

We are seeking an experienced and motivated Casework Services Manager, Scotland (Poppyscotland) to join our brilliant Casework Services team. This role offers the chance to lead a dedicated welfare team, shape service delivery, and make a meaningful impact for RBL beneficiaries across the Scotlandregion.

As Casework Services Manager, you will lead a team of Case Officers and Casework Services Coordinators, ensuring the delivery of high quality, person centred advice and support. You will oversee service performance, support staff development, and help ensure beneficiaries receive coordinated and effective support tailored to their needs.

Our Casework Services team plays a vital role in supporting the Armed Forces community, helping them lead better, more fulfilling lives. They provide assistance across a range of areas, including finances, housing, employment, independent living, physical and mental health, and social wellbeing. By collaborating with various departments within RBL and a wide network of external partners, they ensure that our beneficiaries receive the support they need, regardless of their circumstances.

Reporting to the Head of Welfare, key responsibilities will include:

• Lead and support the casework team, fostering a positive, inclusive, and high performing culture
• Oversee caseload management, quality assurance, and service performance to ensure excellent outcomes for beneficiaries
• Provide leadership on safeguarding, ensuring concerns are managed appropriately and a strong safeguarding culture is maintained
• Manage team performance, wellbeing, recruitment, induction, and professional development
• Monitor budgets and approve financial support for beneficiaries within delegated authority levels
• Build relationships with internal and external partners to enhance and coordinate support available to beneficiaries

This is an excellent opportunity for someone looking to utilise their leadership experience, contribute to strategic service delivery, and help drive positive outcomes for the Armed Forces community.

You will be contracted to your home address. You will be expected to work both there and on a mobile basis at other locations in the Scotland area to accommodate monthly team meetings and any training requirements. Therefore, you will need to live in a location that allows reasonable travel accessible around this area.

A valid UK Driving Licence is an essential requirement for this role. The successful applicant will require an Enhanced DBS check to be undertaken as part of the pre employment checks process.

Employee benefits include -

• 28 day’s paid holiday (plus bank holidays) increasing with service, with optional annual leave purchase scheme of up to 5 working days
• Enhanced paid maternity, paternity and adoption leave
• Generous pension scheme with employer contributions ranging from 6% to 14%, depending on length of service
• Range of flexible working options may be available, depending on your role
• Employee Assistance Programme providing confidential counselling, financial and legal advice
• Range of courses delivered by learning specialists to support your development goals and objectives
• Opportunities to volunteer
• Travel loans, Cycle to Work, and more!

For more detailed information about the role, please see the Job Description attached to our direct advert. Our teams take a personalised approach to shortlisting, which is carried out without the use of AI and is based on the evidence provided in your application against the essential and desirable criteria in the Person Specification.

RBL is committed to creating a diverse and inclusive organisation, reflecting the diversity of the armed forces community and of wider society. We welcome applications from people of all backgrounds and personal characteristics.

As part of our commitment to inclusion, we offer interview schemes for candidates who declare an Armed Forces connection and/or a disability. However, candidates are only eligible for this scheme if their application clearly demonstrates that they meet all of the essential criteria listed in the Person Specification for the role.