Casework Services Manager

We are seeking an experienced and motivated Casework Services Manager, Scotland (Poppyscotland) to join our brilliant Casework Services team. This role offers the chance to lead a dedicated welfare team, shape service delivery, and make a meaningful impact for RBL beneficiaries across the Scotland region. As Casework Services Manager, you will lead a team of Case Officers and Casework Services Coordinators, ensuring the delivery of high quality, person centred advice and support. You will oversee service performance, support staff development, and help ensure beneficiaries receive coordinated and effective support tailored to their needs. Our Casework Services team plays a vital role in supporting the Armed Forces community, helping them lead better, more fulfilling lives. They provide assistance across a range of areas, including finances, housing, employment, independent living, physical and mental health, and social wellbeing. By collaborating with various departments within RBL and a wide network of external partners, they ensure that our beneficiaries receive the support they need, regardless of their circumstances. Reporting to the Head of Welfare, key responsibilities will include:

• Lead and support the casework team, fostering a positive, inclusive, and high performing culture
• Oversee caseload management, quality assurance, and service performance to ensure excellent outcomes for beneficiaries
• Provide leadership on safeguarding, ensuring concerns are managed appropriately and a strong safeguarding culture is maintained
• Manage team performance, wellbeing, recruitment, induction, and professional development
• Monitor budgets and approve financial support for beneficiaries within delegated authority levels
• Build relationships with internal and external partners to enhance and coordinate support available to beneficiaries
This is an excellent opportunity for someone looking to utilise their leadership experience, contribute to strategic service delivery, and help drive positive outcomes for the Armed Forces community. You will be contracted to your home address. You will be expected to work both there and on a mobile basis at other locations in the Scotland area to accommodate monthly team meetings and any training requirements. Therefore, you will need to live in a location that allows reasonable travel accessible around this area. A valid UK Driving Licence is an essential requirement for this role. The successful applicant will require an Enhanced DBS check to be undertaken as part of the pre employment checks process.

Since 1921, the Royal British Legion has been dedicated to supporting members of the Armed Forces community, and we will continue to be there for as long as we are needed, ensuring their unique contribution is never forgotten. As the UK's largest Armed Forces charity, we are proud to have over 180,000 members, 110,000 volunteers, 1,900 employees, and a wide network of partners and charities working together to provide lifelong support, whatever the need and whenever it is required. We are committed to supporting our people through flexible and hybrid working where possible, a strong focus on wellbeing, and opportunities to develop skills and grow careers while making a meaningful impact. Visit our to discover more about the Royal British Legion, including our departments, employee benefits, values, candidate guidance, and the strategy that underpins our work and impact.


• 28 day's paid holiday (plus bank holidays) increasing with service, with optional annual leave purchase scheme of up to 5 working days
• Enhanced paid maternity, paternity and adoption leave
• Generous pension scheme with employer contributions ranging from 6% to 14%, depending on length of service
• Range of flexible working options may be available, depending on your role
• Employee Assistance Programme providing confidential counselling, financial and legal advice
• Range of courses delivered by learning specialists to support your development goals and objectives
• Opportunities to volunteer
• Travel loans, Cycle to Work, and more!