Casework Team Leader

Red Snapper Recruitment are recruiting for Team Leaders, Casework Managers and Operational Delivery Managers to lead teams responsible for assessing applications against defined eligibility, evidence and decision-making requirements. This is a fully remote role suited to people who have managed caseworkers, assessors, compliance officers or operational staff within a structured, rules-based public-sector environment.

You may currently, or previously, have worked in areas such as:

• Government grants, funding, subsidies or business-support programmes
• Benefits, revenues, entitlement or financial-support services
• Licensing, accreditation, registration or certification
• Regulatory compliance or enforcement
• Audit, assurance or financial assessment
• Counter-fraud, error or compliance investigation

Location: 100% Remote. Contract: 6 months (must be available to start from September 14th 2026). Salary: £290 PAYE / £380 umbrella per day. Vetting: Must have existing SC level vetting in place.

The role

You will provide day-to-day leadership and management to a team of caseworkers responsible for reviewing applications and supporting evidence. You will ensure work is allocated effectively, cases progress within required timescales and decisions are accurate, consistent, evidence-based and clearly documented. Alongside your people-management responsibilities, you will act as a senior decision-maker for more complex cases, undertake reviews and quality checks, support calibration and provide guidance where applications are unusual, borderline or require additional judgement.

Main Responsibilities

You will:

• Manage and support a team of caseworkers or assessors on a day-to-day basis.
• Allocate applications according to workload, capacity, complexity and deadlines.
• Monitor individual and team performance, productivity and case progression.
• Hold regular one-to-ones, team meetings and performance discussions.
• Support staff development, wellbeing, attendance and capability.
• Coach caseworkers in the interpretation and application of eligibility and evidence requirements.
• Provide guidance on difficult, unusual or borderline applications.
• Process complex cases requiring more experienced judgement.
• Undertake senior reviews, quality checks and sampling.
• Ensure decisions are consistent, clearly evidenced and defensible.
• Identify evidential gaps, errors and inconsistencies.
• Provide constructive feedback following reviews and quality checks.
• Support calibration and moderation activity across casework teams.
• Review financial, commercial, operational, company and technical evidence.
• Escalate suspected fraud, error, misrepresentation or other compliance concerns.
• Produce and contribute to management information covering workloads, quality, productivity, outcomes and risks.
• Work with operational managers, technical specialists, policy colleagues and other team leaders.
• Support changes to processes, guidance, systems and operational priorities.
• Promote an inclusive, positive and accountable working culture.

Person Specification

About you

You will be an experienced people manager, casework supervisor or operational team leader with a background in an environment where decisions are made against established rules, policies, criteria or evidence requirements. You will also have the confidence to review complex evidence, challenge decisions where necessary and support less experienced caseworkers without unnecessarily reworking their cases.

Essential experience

You should be able to demonstrate:

• Experience managing or supervising caseworkers, assessors or operational staff.
• Experience allocating work and monitoring performance against deadlines, service standards or targets.
• Experience conducting one-to-ones and supporting staff performance and development.
• Experience assessing applications, claims, cases or submissions against defined criteria.
• The ability to interpret and apply detailed rules, policies, procedures or operational guidance.
• Experience dealing with complex, unusual or borderline cases.
• Experience undertaking senior reviews, peer reviews, quality assurance or sampling.
• Experience using case-management systems, workflow tools, spreadsheets or management-information reports.
• Experience of government grants, benefits, licensing, regulatory casework, financial assessment, fraud, audit, energy or other evidence-led decision-making environments would be particularly advantageous.

If this role is not for you but you do know somebody who would be interested, please refer them. We have a referral bonus scheme and will pay £75, in retail vouchers of your choice, for referrals who are not already known to us. Due to the high volume of applications received, if you do not hear from us within 7 working days, I am afraid your application has been unsuccessful.