Case Progression Officer in City of Westminster

We are seeking a Case Progression Officer to support and manage family case decisions, working collaboratively with the judiciary, HMCTS colleagues, CAFCASS and local authorities to progress the Family Improvement Plan.

Responsibilities

• Assist with case management decisions on family matters and ensure reporting data is updated to reflect the progress of the Family Improvement Plan.
• Implement efficient and consistent administrative practices, procedures and standards, identifying problems and proposing solutions.
• Monitor key performance areas, analyse trends and recommend improvements to the Delivery Manager.
• Conduct ongoing reviews of procedures, work practices and lead implementation of new initiatives and legislation.
• Provide written and verbal advice to staff and HMCTS users on operational, performance and service standards.
• Supply statistical data to the Management Team and judiciary, and manage the HMCTS assurance programme.
• Ensure the risk‑management system and standards are applied by all staff in line with HMCTS/MOJ policy.
• Governance and assurance regarding the safe receipt, accounting and transfer of money and personal data.
• Depute for the Delivery Manager when required.
• Handle customer complaints, investigate root causes and drive resolution.
• Apply continuous improvement principles, tools and techniques to enhance operational efficiency.
• Assign responsibilities, monitor progress and manage case load, prioritising oldest cases.
• Plan, coordinate and deliver staff training and development programmes.
• Lead employee engagement activities to maintain good working relationships and improve service delivery.
• Maintain up‑to‑date case documentation, compile orders, notices of hearings and liaise with CAFCASS and the judiciary on hearing dates.
• Perform calculations and analyses, identify local problems and refer complex issues to the Delivery Manager.
• Communicate effectively with the public, judiciary, court users and representatives of other agencies.
• Maintain effective working relationships with supporting agencies and provide feedback on performance against targets.
• Consider wider policy implications of issues within own area of responsibility.

Qualifications & Requirements

• DBS Basic clearance and a basic level of security checks.
• Experience in an administrative role within a customer‑focused environment.
• Proficiency with IT systems and Microsoft Office applications.
• Excellent written and verbal communication, organisational and analytical skills.
• Ability to self‑motivate and collaborate with a wide range of colleagues and stakeholders.
• Strong experience in case management, progress monitoring and statutory reporting.

Working Arrangements & Travel

Travel across multiple sites is required, notably Central Family Court, East London Family Court and West London Family Court. All Case Progression Officers must work from First Avenue House, High Holborn, at least two days per week. The role is full‑time (37 hours per week) but offers flexible and part‑time arrangements where business needs allow. Hybrid working is possible, with a minimum of 60% office presence where feasible.

Benefits

• Annual leave – 25 days on appointment, increasing to 30 days after five years of service; scheme for buying/selling up to three days leave.
• Additional paid time off for public holidays and one privilege day (pro‑rata for part‑time).
• Pension – choice of Civil Service pension schemes.
• Training – extensive range of staff development opportunities.
• Employee‑run networks for minority ethnic origin, disability, caring responsibilities, women and LGBT+ staff.
• Family‑friendly policies – reduced hours, job share, flexible benefits.
• Paid maternity, paternity and adoption leave.
• Free annual sight tests for employees working with computer screens.

Equal Opportunities

The Civil Service is committed to attracting, retaining and investing in talent wherever it is found. It welcomes all candidates, including disabled staff and veterans, and provides adjustments throughout the recruitment process. All positions comply with the Civil Service Code of conduct and the Equality Act.