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Casework Administrator

Please Note: The application deadline for this job has now passed.

Job Introduction

As a Casework Administrator you will be welcomed into a dynamic and inclusive Administration Hub.  The IOPC is on a journey to develop its culture, perspectives and ethos to support the organisation’s core outcomes and this is your opportunity to enter into the varied world of IOPC Casework, allowing you to develop your mindset and approaches to contribute to improving the police complaints system in England and Wales.

This is a demanding but interesting role covering much more than a conventional admin position.  You must be able to work under pressure, with conflicting demands and expectations placed on you.  The Administration Hub can be the first contact point for members of the public and other agencies in regard to Appeals/Reviews and Police Referrals, the information received into the Hub may be via telephone, e-mail or post.. The Administration Hub receives referrals about serious matters from Appropriate Authorities and Appeals or Reviews from members of the public who made a complaint and are dissatisfied with the Appropriate Authorities handling of their complaint. The Administration Hub assists the organisation in the preparation of these cases by collating and conducting a preliminary examination of the supporting information, a lot of which can be voluminous and complex, to ensure the case is ready for allocation to a relevant decision maker.

As the Administration Hub receives new work daily the work of the team you will join is fast paced and reactive.

As a member of the Casework team you will be expected to be office based at least 2 days a week - currently this is normally Tuesdays and Thursdays.

We'll assess you against the below Level 1 behaviours during the selection process:

  • Working together
  • Delivery at pace
  • Changing and improving
  • Managing a quality service
  • Communicating and influencing

This vacancy is using Success Profiles, to find out more, please click here.

Throughout the recruitment process we will also assess your Experience, Strengths and Values.  As part of the application process, you will be asked to complete 4 sift questions based on the essential criteria. 

Applicants who are successful at the sift stage will be invited to complete two unseen written exercises prior to attending a remote interview.

Anticipated assessment and interview dates are week commencing 17th April 2023.

Main Responsibility

  • Opening, sorting and scanning all incoming post.
  • Creating all new cases on the IOPC case management system, including referrals relating to the most serious and sensitive matters from police forces and appeals/reviews submitted by members of the public following a relevant decision on their police complaint.
  • Preparing case files for a decision maker. This includes obtaining all supporting documentation from police forces/members of the public in a timely manner, ensuring all key documents have been requested and received, then stored in an orderly manner on IOPC systems.
  • Downloading and un-encrypting of case related digital media and background paperwork from cloud based applications, then uploading this to IOPC systems.
  • Contact point for members of the public and police forces, in both verbal and written form, prior to allocation of Appeals & Reviews, advising on allocation times, appeal/review rights, how to submit appeals/reviews, how to submit further information and any other general query.
  • Acting as single point of contact (SPOC) for certain complainants, dealing specifically with the setting up of their appeals/reviews ensuring they are provided with a consistent service.
  • Triage of post items and emails.
  • Search and retrieval of files / miscellaneous post etc and preparing closed Appeals and Reviews for filing and archiving.
  • Create and manage file parts and media for the directorate.
  • Updating Sharepoint with relevant documents and ensuring templates and passwords are kept up to date.
  • Printing ‘Working from home’ (WFH) documents for Casework Managers.
  • Any other general administrative work as requested by the Admin Managers

The Ideal Candidate



  • Good secondary school level education, including English and Maths to GCSE grade C or equivalent
  • IT literate including competency in Microsoft Office and electronic databases in particular having good Microsoft Excel skills in order to collate, store and present data
  • Ability to work on own initiative with a flexible and proactive approach to work.
  • Must have experience of working in a fast-paced and ever-changing environment including the ability to work to tight deadlines.
  • Must have high integrity with an ability to act with discretion and to deal appropriately with confidential matters (this post requires Security Clearance
  • Ability to deal appropriately with a wide range of people at all levels, both within and outside the IOPC
  • Good oral and written communication skills
  • The ability to deal with high profile, sensitive matters, which sometimes can be of an upsetting nature


  • Experience of working in a fast-paced and ever-changing environment including the ability to work to tight deadlines


Reasonable Adjustments

The IOPC is a diverse and inclusive workplace and we want to help you demonstrate your full potential whatever type of assessment is used. We are open to providing you with the tools you need to succeed, from extra time to formatting changes, to name a mere few. If you require any reasonable adjustments to our recruitment process, please email


Package Description

  • 27.5 days paid annual leave (increasing with service to 32.5 days)
  • Options to carry over, buy or sell annual leave
  • Civil Service pension
  • PAM employee assistance programme
  • Access to Civil Service Sports Council (CSSC) membership
  • Staff networks focused on each of the protected characteristics – run for staff, by staff
  • Learning and development tailored to your role
  • An environment with flexible working options
  • A culture encouraging inclusion and diversity behaviours

Additional Information:

The IOPC is not eligible to participate in the Civil Service transfer process, therefore successful candidates will not be able to transfer to the IOPC on their existing terms and conditions.

The IOPC does not participate in the UK Visa Sponsorship Scheme therefore, candidates will have to provide evidence of their Right to Work in the UK if offered a role with us.

This role is exempt from the Rehabilitation of Offenders Act 1974, therefore a standard Disclosure and Barring Service (DBS) check will be carried out for the successful candidate during the pre-employment process.

Any move to the Independent Office for Police Conduct from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may, however, be eligible for other government schemes, including Tax Free Childcare. Determine your eligibility at

Making the Making the IOPC a great place to work is one of our key priorities. We are pleased to offer a unique hybrid working model based on business needs, balanced with the needs of our colleagues. Our business need framework guides our decisions about when it is best to work onsite (in our offices or other appropriate locations) to complete tasks most effectively or when to work remotely, offering colleagues flexibility to work where they feel most productive and supporting work-life balance. The model also encourages staff to feel welcome at the IOPC by ensuring we have opportunities to work face-to-face as teams.  During your first two weeks of training you will be required to attend the office Monday-Thursday.

Although we are currently unable to guarantee a longer or more permanent contract, if the role can be extended or made permanent, the successful post holder may be offered the role firstly without further interview.

Previous applicants, within the last six months, need not apply.

This vacancy may close early if we receive a high volume of suitable candidates.

About the Company

As a completely independent organisation, the IOPC seeks to uphold the rights of the public and investigate the most serious matters, including deaths following police contact, to promote learning and influence change in policing. The IOPC is an organisation steeped in history, influenced by significant figures such as Stephen Lawrence and Sir William Macpherson. We are looking for people to uphold our core values, and in return we will give you a supportive and inclusive work environment to flourish in.


Be yourself

The IOPC is committed to promoting equality and valuing diversity in everything we do. Our vision is to be, and to be seen as, a leader in inclusive employment and services, demonstrating this ethos in everything that we do.

  • As a silver standard Stonewall employer, we continue to commit to being a LGBTQ+ employer through the work of our Pride LGBTQ+ Staff Network, creating welcoming environments for lesbian, gay, bi and queer people.
  • We are pleased to share that we are a signatory of the Business in the Community Race at Work Charter. The Charter is composed of five calls to action for leaders and organisations across all sectors. 
  • Being a Disability Confident employer, the IOPC is dedicated to removing the barriers for disabled people to thrive in the workplace.
  • Our Staff Networks are constantly working to make the IOPC the leaders of inclusive employment, from our Allyship Programme to Operation Hotton, to Welsh Language Standards and our Know the Line Policy, we are constantly seeking new ways to create an environment for all to develop and thrive.

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