Royal British Legion – Casework Services Manager

Confederation of Service Charities; West Midlands Combined Authority; Hybrid; GBP 35,000 - 45,000; Full time

Job summary

A leading Armed Forces charity seeks a Casework Services Manager to spearhead a dedicated team. This role involves overseeing case management, ensuring quality support for beneficiaries, and fostering an inclusive work culture. With strong leadership and customer service experience, you'll manage challenges while making a vital impact in the community.

Benefits

Generous paid holiday allowance

Pension scheme contributions

Optional benefits and discounts

Qualifications

• Proven experience in a customer-focused environment.
• Understanding of safeguarding and supporting vulnerable adults.
• Knowledge of the UK benefits system.
• Strong ability to provide advice and guidance.

Responsibilities

• Lead a team of Case Officers and Coordinators to provide high-quality advice and support.
• Manage caseloads, oversee quality assurance, and contribute to national planning.
• Manage recruitment, wellbeing, and team development.

Skills

Customer-focused experience

Understanding of safeguarding

Knowledge of UK benefits system

Ability to provide advice and guidance

Job description

You are here: Home / News / News / Royal British Legion – Casework Services Manager

***THIS JOB VACANCY HAS NOW CLOSED***

Are you a strong leader with a passion for helping others?

Do you thrive in a role that blends leadership, casework, and strategy?

We are looking for a Casework Services Manager to lead a team of Case Officers and Coordinators, ensuring they provide high-quality, person-centred advice and support. You’ll oversee case management, maintain quality assurance, and create a positive, inclusive work culture while managing recruitment, wellbeing, and team development.

On a day-to-day basis, you will be responsible for allocating and managing cases to ensure beneficiaries receive the best possible support. You’ll oversee caseloads, identify trends, and contribute to national planning while ensuring high standards through case reviews and audits. Managing area budgets and financial approvals will also be a key part of your role, alongside leading and developing a dedicated team of Case Officers.

What You Will Bring:

• Proven experience in a customer-focused environment
• Understanding of safeguarding and supporting vulnerable adults
• Knowledge of the UK benefits system
• Strong ability to provide advice and guidance

You will be contracted to your home address. You will be expected to work both from home, using our collaboration tools to work with colleagues and beneficiaries, and on a mobile basis at other locations in the West Midlands area, with occasional travel (including for monthly team meetings) beyond this area.

Having a driving licence is an essential requirement for this role.

Come and be part of the leading Armed Forces charity, making a difference to the lives of those who have served to keep us safe and protect our way of life.

Here at RBL, we aim to support our people and their wellbeing, with a package including a generous paid holiday allowance, pension scheme contributions, and a range of optional benefits and discounts.

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

We may close this vacancy early if we believe we have enough strong applications to successfully fill the role(s). Interested candidates are encouraged to apply as soon as possible.

If you require the job advert or job description in an alternative format, please contact 0808 802 8080.