Caseflow Scanning Exception Handler - Support Team Manager
Caseflow Scanning Exception Handler - Support Team Manager
- Liverpool
- Closing on: Apr 7 2026
- £31,096 - £33,270
About the job
Job summary
Discover what it's like to work in a compliance role that makes an impact. Could you help us shape a stronger, fairer future? Your next career move starts here.
This role is a front-line manager position of the Exception Handling Team within CCG COD COPS CST, providing direct supervision and operational oversight of the Exception Handling Team (EHT).
The team delivers a vital support service to over 25,000 CCG caseworkers, ensuring customer correspondence and sensitive compliance documentation are processed accurately and made available promptly. As the EHT Manager, you will be responsible for the day-to-day running of the team, ensuring work is completed to the required quality standards and within agreed Service Level Agreements (SLAs).
You will maintain close oversight of workloads, priorities and resourcing, responding to issues as they arise and escalating risks appropriately. Accuracy, attention to detail and compliance are central to the role, as the work handled by the team directly impacts case-working decisions and customer outcomes.
Job description
This is a hands-on people management role. You will supervise and support colleagues daily, providing clear direction, coaching and feedback to help them meet performance expectations.
You will manage attendance, wellbeing and conduct in line with policy, holding regular one to ones and performance conversations to support development and address issues early. Creating a positive, inclusive and supportive team environment is a key expectation of the role.
You will monitor team performance using management information, identifying trends such as errors, delays or emerging backlogs.
While you will not be responsible for setting strategy, you will be expected to contribute ideas for improvement, support local changes to processes, and help embed new ways of working within the team.
A key part of the role is ensuring learning and knowledge are shared across the team, maintaining consistent standards and enabling a flexible, multi-skilled workforce that can be deployed across different tasks at short notice.
You will also act as the team's representative in operational discussions, passing on information, raising concerns, and working constructively with colleagues and stakeholders.
This role is ideal for someone looking to build or strengthen their management experience, who enjoys leading people, maintaining operational standards, and delivering a reliable service in a fast-paced environment. It offers the opportunity to develop confidence as a manager while making a meaningful contribution to a critical operational service.
Your responsibilities will include:
The successful candidate will:
It is essential that you have:
We'll assess you against these behaviours during the selection process:
Alongside your salary of £31,096, HM Revenue and Customs contributes £9,008 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.
HMRC operates both Flexible and Hybrid Working policies, allowing you to balance your work and personal commitments. We welcome applications from those who need to work a more flexible arrangement and will agree to requests where possible, considering our operational and customer service needs.
We offer a generous leave allowance, starting at 25 days and increasing by a day for every year of qualifying service up to a maximum of 30 days.
Things you need to know
Artificial intelligence
Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.
Selection process details
This vacancy is using Success Profiles (opens in a new window) , and will assess your Behaviours and Experience.
How to Apply
As part of the application process, you will be asked to provide the following:
Sift
In the event of a large number of applications being received, an initial sift may be held on your personal statement.
At full sift all behaviour statements and your Personal Statement will be assessed, with the successful candidates being invited to interview.
We may also raise the score required at any stage of the process if we receive a high number of applications.
Interview
During the panel interview you will be asked questions with reference to the job specification and essential criteria to assess your skills against behaviours referenced in the advert explore in detail what you are capable of, this is an opportunity to evidence your expertise.
Interviews will take place via video link. Sift and interview dates to be confirmed.
Eligibility
Please take extra care to tick the correct boxes in the eligibility sections of your application form. We understand mistakes sometimes happen but if you contact us later than two working days (Monday-Friday) before the vacancy closes, we will not be able to reopen your application for you. If you do make a mistake with your eligibility form, or have withdrawn yourself in error and need your application reinstated whilst the campaign is still live, please contact us via: unitybusinessservicesrecruitmentresults@hmrc.gov.uk - Use the subject line to insert appropriate wording for example - 'Please re-open my application - [insert vacancy ref] & vacancy closing date [insert date]'.
To check that you are eligible to apply for this role, please review the eligibility information before submitting your application .
The HMRC app can help you with your application
The HMRC app can provide you with your past 5 years' employment history, making the process of filling in your application quicker and easier.
If successful in your application, you will need your National Insurance number for the onboarding process.
Download the HMRC app now and save your National Insurance number to your digital phone wallet.
How to download the HMRC app and sign up for an account
Download the free HMRC app from the App Store or Google Play store.
If you have an HMRC online account already, sign straight in using your ID and password. If not, you can prove your identity by answering some questions or providing your photo ID.
You'll then be able to access the app quickly and easily by signing in using a 6-digit PIN, your fingerprint, or facial recognition.
You can find guidance for technical issues on GOV.UK: Technical support with HMRC online services .
Reserve List
A reserve list may be held for up to 12 months from which further appointments may be made for the same or similar roles - if this applies to you, we'll let you know via your Civil Service Jobs account.
Merit List
After interview, a single merit list will be created, and you will only be considered for posts in locations you have expressed a preference for. Appointments will be made in strict merit order in line with the set number of roles in each location.
Criminal Record Check
Applications received from candidates with a criminal record are considered fairly in accordance with the DBS Code of Practice and the Recruitment of ex-offenders Policy.
Hybrid working at HMRC
HMRC is an office-based organisation, and colleagues are expected to spend 60% of their working time in the office. Our offices provide opportunity for interaction, collaboration which aids learning and development and a sense of community. Where the role allows it, and where the home environment is suitable, colleagues can work from home for up to 2 days a week, averaged over a calendar month (or a proportionate amount of time for colleagues who work less than full time).
Reasonable Adjustments
We want to make sure no one is put at a disadvantage during our recruitment process. To assist you with this, we will reduce or remove any barriers where possible and provide additional support where appropriate.
If you need a change to be made so that you can make your application, you should:
Contact the UBS Recruitment team via unitybusinessservicesrecruitmentresults@hmrc.gov.uk as soon as possible before the closing date to discuss your needs.
Complete the "Assistance required" section in the "Additional requirements" page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you're deaf, a Language Service Professional.
Important information for existing HMRC contractual homeworkers:
Please note that this role is unsuitable for contractual homeworkers due to the nature and/or requirements of the role.
Terms and Conditions
Customer facing roles in HMRC require the ability to converse at ease with members of the public and provide advice in accurate spoken English and/or Welsh where required. Where this is an essential requirement, this will be tested as part of the selection process.
HMRC has a presence in every region of the UK. For more information on where you might be working, review this information on our locations (opens in a new window) .
The Civil Service values honesty and integrity and expects all candidates to abide by these principles. The evidence you provide in your application must relate to your own experiences.
Any instances of plagiarism or other forms of cheating will be investigated and, if proven, the relevant application(s) will be withdrawn from the process.
Recording of interviews is prohibited unless explicit agreement is sought in line with the UK General Data Protection Regulations.
Questions relating to an individual application must be emailed as detailed later in this advert.
Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant's details held on the IFD will be refused employment.
A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5 year period following a dismissal for carrying out internal fraud against government.
New entrants will join on the minimum of the pay band.
Please note that, if you are applying for roles on a part-time basis, the salary agreed will be pro-rata, reflective of the working hours agreed within your contract.
If you experience accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.
For more Information for people applying for, or thinking of applying for, roles at HM Revenue and Customs, please see link: Working for HMRC: information for applicants - GOV.UK .
Feedback will only be provided if you attend an interview or assessment.
Security
Successful candidates must undergo a criminal record check.
People working with government assets must complete baseline personnel security standard (opens in new window) checks.
Nationality requirements
This job is broadly open to the following groups:
Working for the Civil Service
The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.
We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window) .
The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.
The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.
Diversity and Inclusion
The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window) .
Apply and further information
This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.
Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.
Contact point for applicants
Job contact :
Appointment to the Civil Service is governed by the Civil Service Commission's Recruitment Principles. You have the right to complain if you feel there has been a breach of the Recruitment Principles.
In the first instance, you should raise the matter directly via ubsrecruitmentcomplaints@hmrc.gov.uk . Please note that we do not accept complaints or appeals regarding scoring of outcomes of campaigns unless candidates can provide clear evidence that the campaign did not follow the Recruitment Principles.
If you are not satisfied with the response, you may bring your complaint to the Commission. For further information on bringing a complaint to the Civil Service Commission please visit their website.
Job summary
Discover what it's like to work in a compliance role that makes an impact. Could you help us shape a stronger, fairer future? Your next career move starts here.
This role is a front-line manager position of the Exception Handling Team within CCG COD COPS CST, providing direct supervision and operational oversight of the Exception Handling Team (EHT).
The team delivers a vital support service to over 25,000 CCG caseworkers, ensuring customer correspondence and sensitive compliance documentation are processed accurately and made available promptly. As the EHT Manager, you will be responsible for the day-to-day running of the team, ensuring work is completed to the required quality standards and within agreed Service Level Agreements (SLAs).
You will maintain close oversight of workloads, priorities and resourcing, responding to issues as they arise and escalating risks appropriately. Accuracy, attention to detail and compliance are central to the role, as the work handled by the team directly impacts case-working decisions and customer outcomes.
Job description
This is a hands-on people management role. You will supervise and support colleagues daily, providing clear direction, coaching and feedback to help them meet performance expectations.
You will manage attendance, wellbeing and conduct in line with policy, holding regular one to ones and performance conversations to support development and address issues early. Creating a positive, inclusive and supportive team environment is a key expectation of the role.
You will monitor team performance using management information, identifying trends such as errors, delays or emerging backlogs.
While you will not be responsible for setting strategy, you will be expected to contribute ideas for improvement, support local changes to processes, and help embed new ways of working within the team.
A key part of the role is ensuring learning and knowledge are shared across the team, maintaining consistent standards and enabling a flexible, multi-skilled workforce that can be deployed across different tasks at short notice.
You will also act as the team's representative in operational discussions, passing on information, raising concerns, and working constructively with colleagues and stakeholders.
This role is ideal for someone looking to build or strengthen their management experience, who enjoys leading people, maintaining operational standards, and delivering a reliable service in a fast-paced environment. It offers the opportunity to develop confidence as a manager while making a meaningful contribution to a critical operational service.
Your responsibilities will include:
- Provide day to day operational leadership for the Caseflow Scanning Exception Handling Team, ensuring an accurate and timely service.
- Lead, motivate and support team members, fostering a positive and inclusive working environment.
- Allocate and oversee workloads to meet SLAs and operational targets, managing backlogs and quality issues as they arise.
- Make effective operational decisions that balance service delivery, compliance and customer impact.
- Manage individual and team performance through regular conversations, coaching and feedback, including attendance, wellbeing and conduct.
- Carry out quality assurance checks to maintain consistent handling of sensitive documentation and share learning to support a multi-skilled workforce.
- Use management information to monitor performance, identify trends and support continuous improvement.
- Escalate operational or compliance risks appropriately and contribute to mitigation actions and reporting.
- Provide advice on scanning related queries via email and Microsoft Teams.
- Work collaboratively with colleagues across Engagement, Content, Helpdesk and Business Architecture, representing the team in relevant meeting
The successful candidate will:
- Manage delivery against service standards or SLAs.
- Analyse and interpret performance data, SLAs to inform decision-making and identify trends in performance, resource and process or risks and act appropriately by adjusting resource, escalate risks, change processes or advise on solutions.
- Produce management information or reporting for senior stakeholders.
- Collaborate with stakeholders, building effective working relationships across teams.
- Conduct quality assurance activity and managing performance issues.
- Lead and support the Exceptions Handling Team through change.
It is essential that you have:
- Experience leading, supervising or supporting others in a fast paced operational or service delivery environment, with the ability to set expectations and manage day to day performance.
- Strong organisational skills, including prioritising workloads to meet deadlines and SLAs while maintaining accuracy and attention to detail.
- Experience working within quality or compliance driven processes, including carrying out assurance checks and providing constructive feedback.
- Ability to interpret performance data or management information to monitor activity, identify issues and inform operational decisions.
- Sound judgement with the ability to respond to emerging problems, escalate risks appropriately and handle sensitive or confidential information professionally.
- Clear and professional communication skills, with experience resolving queries (e.g. via email or Microsoft Teams) and supporting colleagues through change.
We'll assess you against these behaviours during the selection process:
- Leadership
- Managing a Quality Service
Alongside your salary of £31,096, HM Revenue and Customs contributes £9,008 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.
HMRC operates both Flexible and Hybrid Working policies, allowing you to balance your work and personal commitments. We welcome applications from those who need to work a more flexible arrangement and will agree to requests where possible, considering our operational and customer service needs.
We offer a generous leave allowance, starting at 25 days and increasing by a day for every year of qualifying service up to a maximum of 30 days.
- Pension - We make contributions to our colleagues' Alpha pension equal to at least 28.97% of their salary.
- Family friendly policies.
- Personal support.
- Coaching and development.
Things you need to know
Artificial intelligence
Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.
Selection process details
This vacancy is using Success Profiles (opens in a new window) , and will assess your Behaviours and Experience.
How to Apply
As part of the application process, you will be asked to provide the following:
- A 500-word Personal Statement. Your Personal Statement (max 500 words) should detail how you meet the key responsibilities and essential criteria for this role as outlined in the person specification part of the advert.
- Separate 250-word behaviour statements for the listed behaviours.
Sift
In the event of a large number of applications being received, an initial sift may be held on your personal statement.
At full sift all behaviour statements and your Personal Statement will be assessed, with the successful candidates being invited to interview.
We may also raise the score required at any stage of the process if we receive a high number of applications.
Interview
During the panel interview you will be asked questions with reference to the job specification and essential criteria to assess your skills against behaviours referenced in the advert explore in detail what you are capable of, this is an opportunity to evidence your expertise.
Interviews will take place via video link. Sift and interview dates to be confirmed.
Eligibility
Please take extra care to tick the correct boxes in the eligibility sections of your application form. We understand mistakes sometimes happen but if you contact us later than two working days (Monday-Friday) before the vacancy closes, we will not be able to reopen your application for you. If you do make a mistake with your eligibility form, or have withdrawn yourself in error and need your application reinstated whilst the campaign is still live, please contact us via: unitybusinessservicesrecruitmentresults@hmrc.gov.uk - Use the subject line to insert appropriate wording for example - 'Please re-open my application - [insert vacancy ref] & vacancy closing date [insert date]'.
To check that you are eligible to apply for this role, please review the eligibility information before submitting your application .
The HMRC app can help you with your application
The HMRC app can provide you with your past 5 years' employment history, making the process of filling in your application quicker and easier.
If successful in your application, you will need your National Insurance number for the onboarding process.
Download the HMRC app now and save your National Insurance number to your digital phone wallet.
How to download the HMRC app and sign up for an account
Download the free HMRC app from the App Store or Google Play store.
If you have an HMRC online account already, sign straight in using your ID and password. If not, you can prove your identity by answering some questions or providing your photo ID.
You'll then be able to access the app quickly and easily by signing in using a 6-digit PIN, your fingerprint, or facial recognition.
You can find guidance for technical issues on GOV.UK: Technical support with HMRC online services .
Reserve List
A reserve list may be held for up to 12 months from which further appointments may be made for the same or similar roles - if this applies to you, we'll let you know via your Civil Service Jobs account.
Merit List
After interview, a single merit list will be created, and you will only be considered for posts in locations you have expressed a preference for. Appointments will be made in strict merit order in line with the set number of roles in each location.
Criminal Record Check
Applications received from candidates with a criminal record are considered fairly in accordance with the DBS Code of Practice and the Recruitment of ex-offenders Policy.
Hybrid working at HMRC
HMRC is an office-based organisation, and colleagues are expected to spend 60% of their working time in the office. Our offices provide opportunity for interaction, collaboration which aids learning and development and a sense of community. Where the role allows it, and where the home environment is suitable, colleagues can work from home for up to 2 days a week, averaged over a calendar month (or a proportionate amount of time for colleagues who work less than full time).
Reasonable Adjustments
We want to make sure no one is put at a disadvantage during our recruitment process. To assist you with this, we will reduce or remove any barriers where possible and provide additional support where appropriate.
If you need a change to be made so that you can make your application, you should:
Contact the UBS Recruitment team via unitybusinessservicesrecruitmentresults@hmrc.gov.uk as soon as possible before the closing date to discuss your needs.
Complete the "Assistance required" section in the "Additional requirements" page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you're deaf, a Language Service Professional.
Important information for existing HMRC contractual homeworkers:
Please note that this role is unsuitable for contractual homeworkers due to the nature and/or requirements of the role.
Terms and Conditions
Customer facing roles in HMRC require the ability to converse at ease with members of the public and provide advice in accurate spoken English and/or Welsh where required. Where this is an essential requirement, this will be tested as part of the selection process.
HMRC has a presence in every region of the UK. For more information on where you might be working, review this information on our locations (opens in a new window) .
The Civil Service values honesty and integrity and expects all candidates to abide by these principles. The evidence you provide in your application must relate to your own experiences.
Any instances of plagiarism or other forms of cheating will be investigated and, if proven, the relevant application(s) will be withdrawn from the process.
Recording of interviews is prohibited unless explicit agreement is sought in line with the UK General Data Protection Regulations.
Questions relating to an individual application must be emailed as detailed later in this advert.
Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant's details held on the IFD will be refused employment.
A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5 year period following a dismissal for carrying out internal fraud against government.
New entrants will join on the minimum of the pay band.
Please note that, if you are applying for roles on a part-time basis, the salary agreed will be pro-rata, reflective of the working hours agreed within your contract.
If you experience accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.
For more Information for people applying for, or thinking of applying for, roles at HM Revenue and Customs, please see link: Working for HMRC: information for applicants - GOV.UK .
Feedback will only be provided if you attend an interview or assessment.
Security
Successful candidates must undergo a criminal record check.
People working with government assets must complete baseline personnel security standard (opens in new window) checks.
Nationality requirements
This job is broadly open to the following groups:
- UK nationals
- nationals of the Republic of Ireland
- nationals of Commonwealth countries who have the right to work in the UK
- nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
- nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
- individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
- Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service
Working for the Civil Service
The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.
We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window) .
The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.
The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.
Diversity and Inclusion
The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window) .
Apply and further information
This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.
Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.
Contact point for applicants
Job contact :
- Name : Abigail Richards
- Email : abigail.simmons@hmrc.gov.uk
- Telephone : 07818580322
- Email : unitybusinessservicesrecruitmentresults@hmrc.gov.uk
Appointment to the Civil Service is governed by the Civil Service Commission's Recruitment Principles. You have the right to complain if you feel there has been a breach of the Recruitment Principles.
In the first instance, you should raise the matter directly via ubsrecruitmentcomplaints@hmrc.gov.uk . Please note that we do not accept complaints or appeals regarding scoring of outcomes of campaigns unless candidates can provide clear evidence that the campaign did not follow the Recruitment Principles.
If you are not satisfied with the response, you may bring your complaint to the Commission. For further information on bringing a complaint to the Civil Service Commission please visit their website.
