What we do

Only internal TPO applicants can apply for this role 

Purpose of the role 

• Our casework teams investigate complaints and work with stakeholders to resolve complaints in the most appropriate and timely manner.  

• As a Team Manager you will oversee a team of caseworkers and ensure day-to-day operations run smoothly and targets are met.  

• You will provide guidance, support, and quality assurance and outcomes within the team, escalating more complex or sensitive issues to the Head of the department. 

Key responsibilities 

• Supervise and support team members, providing constructive feedback on casework. 

• Carry out regular team meetings and one to ones. 

• Support staff development through agreed learning plans and monitor individual performance to ensure targets and objectives are achieved. 

• Monitor team workload and flag team capacity issues to the Head of the department. 

• Contribute towards guidance notes providing internal advice, guidance and training as required on technical issues. 

• Ensure TPO’s processes and procedures are adhered to within the team and delivery of output is line with TPO’s requirements. 

• Support resource planning and succession within the team with oversight from the Head of the department.  

• Participate in the development of quality assurance processes, with final approval from the Head of the department. 

• Escalate complex or high-risk cases to Head of department for review.  

• Support allocation of cases and tasks, ensuring fair distribution within the team.   

• Where applicable, monitor and assess the process for dealing with casework outcomes including the provision of feedback to other Team Managers and where applicable, liaise with the Ombudsman. 

• Any other reasonable duties as required by the Head of department. 

Other 

• Assist the Head of department in preparing reports and proposals as required. 

• Provide performance updates to the department's leadership team. 

• Contribute to department projects and change management to drive efficiency and improvement. 

• Collaborate with other Team Managers to share best practice and coordinate activities. 

Please refer to the Job Description for further information. 

Closing date: 5 March 2026 at 11:59pm 

Interview date: from w/c 9 March 2026 

In line with our policy, candidates deemed appointable through a fair and open competition will be kept on a reserve list for up to 6 months. If vacancies with sufficiently similar essential criteria arise we may make offers to those who are on this reserve list. These vacancies may be in other teams in the organisation. 

If you feel that you have the skills and experience required to become our Casework Team Manager, please click ‘apply’ today. We would love to hear from you!