Casework Manager - Casework and Resolutions

We are looking for a Casework Manager to lead a team of investigators and ensure that cases are thoroughly investigated, risk-assessed, and progressed in line with our policies, procedures, and values.

You will be at the front-line of the regulatory work we undertake. You will be responsible for managing a team of investigators, overseeing a busy and varied caseload that at times involves complex, high profile and sensitive issues. Your work will involve providing quality assurance, case supervision and guidance, as well as managing the personal and professional development of your team.

This role is subject to a basic Disclosure and Barring Service (DBS) check as part of our pre-employment due diligence.

The successful applicant will:

• Have prior experience in holding management or supervisory positions, ideally within a legal, regulatory or investigative role or function to include managing performance, quality assurance, setting and managing objectives and effective delegation.
• Have a track record of driving performance to achieve results in line with quality standards and take a person-centred approach to resolving conflicts and disputes to deliver a high-quality, customer-focused service.
• Have experience of effective case management in a legal, regulatory or similar environment, delivering against agreed objectives. Able to demonstrate a broad knowledge of investigative methods, rules of evidence and the legislative and policy framework in the healthcare regulatory environment.
• Be open, communicative and honest, willing to share information and confident to ask questions and manage expectations.
• Be confident making decisions in complex, high-risk or sensitive situations, and be able to demonstrate accuracy and attention to detail, whilst working efficiently to meet challenging deadlines.
• Have the chance to make a real impact by protecting patients and supporting public confidence in pharmacy by undertaking varied and meaningful work in a dynamic regulatory environment.
• Have an unwavering commitment to equality, diversity and inclusion.

Benefits when joining our team

In return for their commitment and enthusiasm, employees can expect a rewarding and challenging work environment, good work-life balance and workload plus an excellent benefits package that includes:

• 30 days holiday (plus bank holidays) with the option to buy an additional 5 days.
• Flexible working arrangements.
• Career breaks and sabbaticals.
• Life assurance, season ticket loan, bike loan and many more.

About the GPhC

We are a respected regulatory body that regulates pharmacists, pharmacy technicians and pharmacies in Great Britain. We work to assure and improve standards of care for people using pharmacy services.

Our organisation has a long-term vision and a desire for highly skilled and specialist staff. We are committed to providing workforce learning and development opportunities.

We have adopted a hybrid working approach which combines office and home working. From January 2026, our hybrid approach will include a requirement for staff to attend the office for a minimum of six days per month.

We are proud of our diverse and inclusive culture and are committed to holding ourselves to the same standards we expect of others.

Follow this link to see our privacy policy and understand how we collect, use and share your personal data during our recruitment process.

Applying for this role

If you feel you have the required experience and skills and would like to join us, please apply using our online jobs application portal.

Please make sure you complete your supporting statement section, explaining how you meet each of the criteria for the role, and where you found out about this vacancy. Applications without a supporting statement will not be considered.

Please consult the knowledge and skills section of the job description document to help you prepare your application.

We welcome applications from all sections of the community

We are committed to promoting equality, valuing diversity and being inclusive in all our work as a health professions regulator.

Whilst we are proud to be members of the Disability Confident Scheme, you don’t have to have a disability for us to discuss reasonable adjustments. Please let us know if you need any support during the application or interview process and we will happily discuss this with you.

As part of your application for this role, please complete our equal opportunities and diversity monitoring section.
This is optional and you don't have to complete it; however it provides us with useful information for monitoring and reporting purposes and is strictly confidential. The information you provide on this form will not form part of any selection process and will not be shared with the selection panel.

If you have any queries please do write to us at careers@pharmacyregulation.org or if you would like to speak to a member of the Talent Acquisition team please do call us on 0203 713 7880.