Responsibilities
* Make accurate decisions and recommendations within set timeframes on applications for legal aid, some of which can be sensitive or emotionally challenging, working alongside subject matter experts.
* Assist with issues that have been escalated including complaints from clients, Heads of Office, MPs, and external bodies, taking effective action by using discretion and expert judgement and identifying learning points and corrective action.
* Communicate effectively, explaining decisions both verbally and in writing, demonstrating analysis of legal issues and how funding criteria were applied, providing detailed reasoning when necessary.
* Liaise with internal and external stakeholders and direct applicants, providing accurate and timely responses to written and verbal enquiries received, including escalated referrals from colleagues and stakeholders.
* Ensure funding decisions are properly recorded on the relevant systems and comply with all information‑management requirements.
* Ensure all data is processed accurately, securely and in accordance with LAA data‑security guidelines.
* Ensure that national KPIs and other stringent LAA quality and productivity standards and targets are met.
* Effectively manage competing priorities, focusing on delivering a quality service within targets, identifying issues and solutions as they emerge.
* Undertake learning and development to maintain an up‑to‑date understanding of current guidance and regulations to support performance, completing all mandatory training when required.
* Attend LAA offices for face‑to‑face meetings and training as required.
* Analyse and research further information to support decisions.
* Talk to relevant people to obtain advice and information when unsure how to proceed.
* Explain how decisions have been reached in a clear and concise way, both verbally and in writing.
* Demonstrate consideration of all options, costs, risks and wider implications, including the diverse needs of end users and any accessibility requirements.
* Communicate clearly and concisely both orally and in writing, interact with others enthusiastically, express ideas clearly, listen to and value different ideas and views, respond constructively, and handle challenging conversations with confidence and sensitivity.
* Work with customers to understand their needs and expectations, create clear plans, set priorities to meet customer and business needs, and deliver good customer service balancing quality and cost‑effectiveness.
Qualifications and Experience
* Effective analytical and numerical skills with experience of making evidence‑based decisions.
* Established communication skills, both verbal and written, with proven experience of giving feedback.
* IT literate – good knowledge of Microsoft Office, Excel and digital technology.
* Ability to build relationships with a wide range of stakeholders.
* Excellent time‑management skills.
* Ability to solve problems and make decisions.
* Knowledge of Legal Aid systems and associated processes.
* Experience of working in a casework environment; enjoys working in a fast‑changing environment.
* Experience working with a wide range of people at all grades and levels of capability; enjoys working independently and as part of a team.
Location: This role is open to all Civil Servants staff in London, Cambridge and Brighton if the applicant is a current LAA staff member based in those offices.
Under the Equality Act 2010, a disability is defined as a physical or mental impairment that has a substantial and long‑term adverse effect on your ability to carry out normal day‑to‑day activities. The LAA is a Disability Confident organisation and will offer a guaranteed interview to candidates with a disability who meet the essential criteria for this role.
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 and the Civil Service Diversity and Inclusion Strategy.
#J-18808-Ljbffr