Casework Decision Maker

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

The Customer Services Group brings together Asylum & Human Rights, Asylum Support and Dispersal, Asylum Accommodation Centres, Resettlement Group, Passports, Citizenship & Civil Registration, Customer Operations Support Services and UK Visas & Immigration. As a major operational arm of the Home Office, we play a vital role in supporting the economy and cultural life of the UK.

Croydon Visits Hub is the largest Visit Visa decision making centre in the UK. Processing nearly a million applications annually, Croydon Visits hub is a busy, high profile and integral part of the UK visa system. This is an exciting fast paced and often demanding role in a high profile environment. You will have the opportunity to learn about the countries you are processing applications for, as well as developing your decision making, analytical and drafting skills.

There are many development opportunities within the visits hub, with opportunities to specialise in the various different aspects of the visit visa process. There is also the opportunity for travel within this role.

This is a challenging and highly rewarding position that combines complex decision-making with the critical assessment of visa applicants. You will be responsible for conducting detailed interviews with applicants, playing a critical role in assessing eligibility and ensuring that decisions are fair, consistent, and in line with UK immigration law.

In this role, you will be entrusted with managing high-profile and time-sensitive cases, requiring sound judgment, attention to detail, and a commitment to excellence. You will collaborate closely with colleagues across the Home Office and the Foreign, Commonwealth & Development Office (FCDO), contributing to the integrity and efficiency of the UK’s visa system.

Daily responsibilities include the use of a range of Home Office, FCDO, and MS platforms, requiring both technical proficiency and adaptability in a fast-paced, policy-driven environment.

Key Responsibilities

The successful candidate will be responsible for (but not limited to):

• Effectively managing a complex and varied caseload using complex guidance and policy to consider and make well-judged decisions on customer applications
• Overseeing the management of team mailboxes and draft high-quality responses to correspondence and complaints in line with departmental standards
• Communicating complex decisions in a concise, clear manner verbally and in written form
• Handling high-profile and sensitive cases with discretion, applying in-depth knowledge of visit visa legislation, policy, and guidance to ensure accurate and fair outcomes
• Undertaking leading roles in harm prevention utilising specialist country knowledge and providing clear and concise briefings to AO on country-specific issues, ensuring they are well-informed to support accurate and consistent casework
• Consistently delivering against agreed decision making benchmarks and assisting others to do the same
• Undertaking interviews utilising interpreters where required to assist in the assessment of applications, reducing adverse visa outcomes
• Demonstrating flexibility and adaptability when working across a range of country-specific and time-sensitive cases, often at short notice and in response to changing operational demands

Working Pattern

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 business. Candidates wishing to work part-time should notify the vacancy holder as soon as a provisional offer of employment is made, to explore whether this can be accommodated at your selected location.

Training

This role requires mandatory in-office attendance for an initial 3 week training course, followed by a mentoring period of up to 10 weeks during which time 100% office attendance is required.

After the completion of this period, we will transition to our standard 60/40 Hybrid Working Policy, where employees are expected to work 60% in the office and 40% remotely.

Essential Criteria

• Ability to communicate confidently and effectively using a range of methods
• Ability to quickly absorb, interpret, and apply complex immigration policies and legal guidance to make appropriate decisions
• Ability to take personal ownership for meeting performance targets in a high-pressure, quota-driven environment
• Proven experience from a frontline caseworking or similar operational environment
• Experience of using various Microsoft Packages, including Word, Excel, and Outlook
• Performs effectively under pressure, maintaining accuracy and meeting tight deadlines

Desirable Criteria

• Familiarity with visa caseworking systems and organisational structures, supporting efficient navigation and effective case management
• Flexibility to adapt to operational demands

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

• Making Effective Decisions
• Delivering at Pace
• Working Together

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.
• 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 all employees will be expected to spend a minimum of 60% of their working time in an office.

See more of our benefits on our careers website.

Job contact :

• Name : Home Office Resourcing Centre
• Email : [email protected]

Recruitment team

• Email : [email protected]