People Services Casework Manager

Salary: £55,000 up to £60,000 dependent upon experience

Contract Type: Permanent, Full-Time

Security Level: BPSS

Visa Restrictions: This position does not offer visa sponsorship.

We are the UK's aviation and aerospace regulator and recognised as a world leader in its field. Our activities are diverse, enabling the aviation industry to meet the highest safety standards, and we pride ourselves on our ability to adapt to the constantly evolving aviation environment.

The Role

The People Services Casework Manager leads a team of People Consultants who provide a proactive, professional, and solutions-focused employee relations service to colleagues and people managers across the organisation. The role is responsible for managing delivery of a portfolio of employee relations cases, ensuring consistent, fair, and legally compliant outcomes. A key focus of the role is to build the capability of line managers in handling ER matters confidently and effectively, fostering a culture of early resolution and strong people management. The team will also support organisational design activity and ensure consistent, values-led people practices.

Core Accountabilities

• Lead, coach, and develop a team of People Consultants, to ensure that the team is equipped to provide confident, consistent advice and guidance that supports early resolution and effective people management.
• Ensure oversight and escalation of issues in relation to complex or high-risk cases, ensuring legal compliance and alignment with organisational values.
• Embed a coaching approach into day-to-day managerial support, encouraging reflection, professional growth and continuous improvement.
• Promote a culture of accountability and trust by supporting managers to address issues constructively and equitably.
• Liaise with internal and external legal advisors to ensure the best decisions in relation to complex casework.
• Oversee the design and delivery of training and development interventions to build people manager capability and confidence in handling informal and formal ER issues. Evaluate the effectiveness of capability-building initiatives and adapt them based on feedback and outcomes.
• Ensure the provision of regular people data reports and actionable insights to local management teams to inform decision-making and identify emerging trends.  Determine what actions need to be taken to address identified themes. 
• Monitor ER activity and use data to identify trends, risks and opportunities for improvement.
• Ensure accurate documentation and case records are maintained in line with data protection and compliance standards, ensuring high quality case chronologies and records are maintained in contemporary time.
• Work closely with People and Culture professionals and corporate specialist areas to ensure consistency in the development and application of people-related policies. Specifically, support the Strategic People Partners in the implementation of organisational design changes, ensuring ER implications are considered and managed. Collaborate in the job evaluation process, ensuring consistency and alignment with organisational frameworks.
• Contribute to the development and refinement of ER policies, guidance, and toolkits, ensuring they reflect current legislation and best practice and the development of a positive ER culture across the organisation.

About You

Essential skills:

• Proven experience managing complex ER casework and leading a team of HR or ER professionals.
• Strong knowledge of UK employment law and best practice in employee relations.
• Proven ability to build trusted relationships and influence positive outcomes at all levels.
• Skilled in conflict resolution, mediation, and conducting complex investigations.
• High level of data literacy and experience using people data to inform decisions.
• Experience supporting organisational change and job evaluation processes.
• Well-organised with strong time management and the ability to manage a varied caseload.
• Demonstrated ability to coach and develop managers and HR professionals.
• Experience using people data to inform decision-making and manage ER risk.
• CIPD Level 7 or equivalent experience.

Desirable:

• Knowledge of SuccessFactors or equivalent HR SaaS technologies
• Experience working in unionised environments.
• Experience designing and delivering manager training programmes.

Additional Information

For many appointments within the CAA, these roles require access to operationally sensitive infrastructure and/or Nationally Protected information. For these roles the post holders must undergo National Security Vetting and achieve the appropriate level of clearance.

To be vetted you must have the right to work in the UK so that meaningful checks can be undertaken.

If you do not meet these requirements, we may not be able to accept your application.

For more information on BPSS clearance please visit - BPSS clearance

The CAA values high ethical standards and personal integrity among employees. If invited for interview you will be asked to complete a declaration of interest.

Relocation & Property

The CAA will be relocating from Aviation House (Our Gatwick Office) to new premises in a few years’ time. Our move is driven by strategic, operational and environmental considerations.

We will be moving to a new local home, up to a 15-mile radius of Aviation House, to minimise disruption for our valued colleagues and customers.

We are now working with colleagues and visitors to understand what we need in our new office, before we start our property search. We will sell Aviation House and land, vacate the site and move to new premises, but we do not expect to move before 2028

Inclusive Recruitment

We are passionate about diversity and ensuring all are included at the CAA. We are an equal opportunity employer and actively encourage applications from candidates of all backgrounds.

As a member of the Disability Confident scheme, applicants who meet the minimum criteria for a role with us will be guaranteed an interview. We use fair and inclusive selection approaches to hire the best person for the job based on merit alone. If you require an adjustment for any reason, please let us know.

Working With Us

We are on a journey towards being increasingly adaptable, where our colleagues collaborate as part of cross-functional teams. This approach ensures we never stop learning together. It also means that you may become involved in activities that take you out of your day-to-day role, providing you with opportunities to develop and grow your career with us.

We have embraced hybrid working and offer flexible working patterns, being open to having a conversation about what works for you. We know where and when we work is important in achieving a work-life balance.

We offer a range of excellent benefits such as flexible working arrangements, free onsite gym at Gatwick, discounted gym membership for London, 28 days annual leave, additional 5 days leave purchase scheme, a generous pension scheme and much more!

Our Values

Do The Right Thing, Never Stop Learning, Build Collaborative Relationships, Respect Everyone – For more information please Click Here

Closing Date: Friday 24th October 2025

Interview Date: Thursday 6th November 2025

We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.

No recruitment agencies please.