Caseworker/Line Manager, Liverpool

About the job

Job summary

The Home Office works to build a safe, fair and prosperous UK. We achieve this through our work on counter-terrorism, policing, crime, drugs policy, immigration and passports.

Immigration and Citizenship Service (ICS) manages the UK's immigration and identity systems. It oversees visa applications for visitors, workers, students, and those seeking to settle in the UK, as well as citizenship processes and resettlement services. ICS also issues British passports and maintains vital civil records, including births, marriages, and deaths. Through secure and efficient services, it protects the UK's borders, supports lawful migration, provides safe and legal routes for refugees, and ensures trusted identity and travel documentation for citizens and applicants.

The Asylum Group (AG) is driving the government's commitment to operate a fair, efficient and transparent asylum system. The key priorities include, operational excellence, ending the use of hotels to house asylum seekers and reducing the number of people supported by the asylum system. The group brings together analytical, data science, policy and operational teams responsible for transforming the asylum system, efficient decision making, operating new and existing accommodation models, asylum support, and excellent Management Information and data modelling.

Additional roles within ICS and AG may become available over the next 12 months, or as the campaign progresses, so if you are interested in being a Caseworker / Line Manager in ICS and AG - PLEASE DO APPLY.

The reserve list will allow the rapid backfill of those posts as they become vacant throughout the year.

Job description

Due to the scale of the campaign, we are unable to ask your preference regarding the type of role we offer you. However, as this is a generic campaign, the majority of roles on offer are similar.

The roles which you will be posted to will depend on the business needs at the time of onboarding. Candidates will not be given the option to choose between roles.

Each role will require you to make decisions that will help to place our customers'needs at the centre of what we do. If you are inquisitive, enjoy working in a fast-paced environment, and take pride in delivering a high quality of customer service, then these roles could be right for you.

You must be committed to meeting the high standards of conduct and behaviour that is expected of a civil servant.

Key Responsibilities

Your duties will include but will not be limited to:

• Providing accurate information in a professional and helpful manner by collecting and assessing relevant data and information from various sources.
• Prioritising workloads in accordance with operational procedures to achieve targets and standards and updating systems accurately within agreed timeframes.
• Considering large amounts of information to fully inform the requirements of the role and to produce clear and correct outcomes.
• Conducting interviews to the required Home Office standard ensuring all information necessary is obtained.
• Using feedback from a variety of stakeholders to assist in identifying any learning and development to be fully efficient in the role.
• Demonstrating sensitivity, emotional resilience and understanding of the needs of vulnerable customers throughout the process.

If posted to a line management role you may also be required to:

• Lead a team to deliver a good customer service, whilst carrying out the required management functions to fully support the team.
• Be accountable for managing performance, attendance and conduct in line with HR policies.
• Manage the workflow of an operational team

Working Pattern

Full time working hours are 37 hours per week (Monday-Friday between the core working hours of 7am-7pm).

We encourage applications from candidates who wish to work part‑time; however, part‑time opportunities cannot be guaranteed and are subject to the requirements of the role and the needs of the business. Where part‑time opportunities cannot be accommodated, the offer will be withdrawn, and candidates will be placed back on the reserve list.

Where business needs allow, some roles may be suitable for a combination of office and home-based working. This is a non-contractual arrangement where employees will be expected to spend a minimum of 60% of their working time in the office.Different roles will require varying levels of office attendance; some roles offer a minimum of 60% office attendance whilst others require 100% office attendance.

Training

You will receive full training and support to do the job.

Live Events

Civil Service recruitment uses the Success Profiles framework. This requires you to demonstrate, through real examples, how you are suitable for the role.

This is a different approach to a lot of private companies, so we are holding two events to share some hints and tips with you.

The call will be hosted by colleagues from the Home Office who will share their experiences of the recruitment process.

We will talk about writing a strong personal statement and how to get the best out of your interview.

The events will be held on:

Date:Thursday 21st May 2026 at 1:00 pm

26th May 2026 at 6:00 pm

content is the same for each event, so you only need to join one. The events are not mandatory but are a great way to learn about our recruitment process.

Person specification

Essential Criteria

• Skilled in referring to and evaluating different information sources to support informed and effective decision making, leading to correct outcomes
• Strong written and verbal communication skills, with the confidence to convey messages clearly and adapt communication style to different audiences and situations.
• Experienced in planning and organising work effectively, keeping on top of tasks and deadlines in a busy environment while maintaining accuracy and quality.

Behaviours

We'll assess you against these behaviours during the selection process:

• Making Effective Decisions
• Communicating and Influencing
• Leadership

Benefits

Alongside your salary of£32,110, Home Office contributes£9,302 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

In addition to your salary, a career with the Home Office offers a range of benefits, including:

• A Civil Service pension with an employer contribution of 28.97%.
• In-year reward scheme for one-off or sustained exceptional personal or team achievements.
• 25 days annual leave on appointment, rising with service to 30 days.
• Eight days of public holidays, plus one additional privilege day.
• See more of our benefits on our careers website.

Sign-up on our website to receive emails with information about careers at the Home Office.

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths, Ability and Experience.

This gives us the best possible chance of finding the right person for the job, drives up performance and improves diversity and inclusivity.

We will endeavour to conduct the selection process in line with the dates indicated below, but cannot guarantee that these will not, where necessary, be revised.

As part of the application process, you will first be asked to confirm your eligibility by providing some basic personal information.

After submission of this first stage, you will be invited to complete the followingCivil Service Verbal test.

1. Online Test - by2nd June 2026

If you successfully pass theVerbal test, you will be invited to complete the full application form. Please complete the online test(s) as soon as possible (within 24-48 hours is recommended). If you fail to complete the online test(s) or full application before the deadline, your application will be withdrawn.

Guidance for the Civil Service test(s) will be available when you are invited to take the test(s). The online tests are accessed via the Civil Service Jobs website.

It is recommended you do not complete the tests on a mobile phone or tablet.

Following successful completion of your test, you will then be asked to complete the full application form.

2. Application - by2nd June 2026

As part of the application process, you will be asked to complete:

• Personal Statement (maximum 500 words)

The Personal …