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HR Case Manager Job Description

HR Case Manager Job Description

The role holder may act as either a HR Case Manager or an Investigation Lead on a number of cases at any one time, many of which may be considered ‘complex’. Advising and coaching managers on a range of people policies and complex formal cases, balancing the requirements of the individual, the business and employment legislation.

Main responsibilities-HR Case Manager Job Description

Knowledge, Skills and Abilities-HR Case Manager Job Description

Manage the case cycle - from initial discussions on the issues with the complainant; seeking informal resolutions wherever possible


Carry out investigations, to defined scope and in line with policies, collecting and testing evidence where necessary and completing within agreed timescales.


Write comprehensive investigation reports, ascertaining whether there is a case to answer (in Bullying and Harassment cases), presenting reports to the Hearing Manager (and External Expert or HR Case Manager) so that they can make their decision on the outcome.


Support and advise Hearing Manager (and External Expert or HR Case Manager) on the scope of the investigation (to include witnesses to interview; area of investigation to be explored; evidence to be gathered (meetings/documents etc); period of time for investigation; how the process will be handled


Coordinate the case management process ensuring that the relevant hearing manager is identified, relevant people are met, and briefing participant (s) on their roles


Record and monitor cases & trends and ensure appropriate proactive action


Escalate any concerns in relation to advice not being acted upon



Attend update meetings, briefings, seminars and ad-hoc working groups as appropriate, to ensure knowledge is up to date


Organise shared learning events to ensure best practice.


Provide a range of solutions and accurate advice to resolve complex cases



Advanced IT skills


RSA III/NVQ 3 or equivalent.


Trained and experienced at intermediate level in a range of software packages


Good standard of English & Numerate


ECDL qualification


Advanced secretarial skills such as audio and voice recognition software


At least 2/3 years experience in a secretarial environment




The ability to organise and prioritise own workload within any specified guidelines where guidance

is not readily available, but at set intervals


Proficient in diary management co-ordinating appointments to ensure best use of Managers’ time


Experience of transcribing formal minutes of meetings.


Independent/lone working and team working skills


Experience of adapting to change and managing work in a changing environment


Evidence of ability to be flexible and show initiative, sensitivity and enthusiasm to work






Free job description HR Case Manager


Advise and coach managers on a range of people policies and complex formal cases, balancing business need alongside employment legislation


Advise on and support on Bullying & Harassment; sensitive & complex cases; and be the escalation

point for the Manager Advice & Guidance service.


Develop best practice and innovative approaches to conflict resolution - resolving matters of conflict at

the earliest opportunity and engage an independent mediation role where appropriate


Ensure effective case management in accordance with  policy and process and ensure Hearing Managers (and External Experts as appropriate) are fully briefed on process and best practice



Essential – MCIPD, or equivalent educational achievement (Level 7) plus experience



Desirable – relevant employment law educational achievement plus experience


Knowledge, Skills and Competencies:


Excellent working knowledge of the Bullying and Harassment, Grievance, Disciplinary and Appeals

policies and ability to interpret these policies ‘in the moment’


Excellent interpersonal and customer care skills - able to build a rapport with people going through

difficult situations at work.


Excellent problem solving abilities


Can work to tight deadlines, juggling multiple priorities and managing time effectively


Present and communicate information in a succinct and engaging way across all levels of the



Ability to maintain neutrality and impartiality whilst immersing self in the detail


Ability to interpret information, assess fact and make findings based on different versions of events.


Ability to quickly make judgements on relevance of information gathered throughout course of investigation


Excellent practical knowledge and skills in using a range of packages, including Word, Excel and PowerPoint


Excellent report writing and interview skills.


Proactively shares learning and best practice from cases with relevant stakeholders.












Significant experience of working in a generalist HR role or HR/ER Case Management with an excellent track record for building strong professional relationships and credibility across all levels of the organisation


Experience of advising, supporting and resolving a range of challenging and complex employee relations cases


Experience of working with trade unions


Experience of applying employment legislation and best practice to operational work.