Decisions Officer

ROLE: Decisions Officer

JOB TYPE: We are recruiting for both Permanent and Fixed Term Maternity cover

COMPANY TYPE: Large Public Sector Organisation

HOURS: Monday to Friday - Full time Hours

SALARY: £24,950

LOCATION: Based from home initially. Required to attend the office in Canary Wharf, with occasional travel to other locations as instructed by line manager when COVID-19 restrictions are lifted

Job Purpose: We are working with a large public sector organisation who are looking for a professional Decisions Officer to join their team. The role will assess individual licence applications making appropriate enquiries, assessments, recommendations, and decisions applying the organisations criteria correctly.


  • To achieve team and individual performance targets through the delivery of performance and key performance indicators

  • Prioritise and manage own workloads and meet targets and deadlines.

  • Produce system reports, and carry out audit checks on logged information

  • Using the most appropriate form of communication, respond to applicant queries in a prompt and professional manner, providing additional specialist advice when required. Draft high-quality licence review letters, demonstrating appropriate consideration of any mitigation provided by the applicant / licence holder and which can be successfully defended at appeal in court

  • Contribute to reviewing and amending processes together with highlighting new licensing trends

  • Assist with the training and mentoring of staff, including the production of materials

  • Collaborate with stakeholders and peers to support the development and enhancement of skills, training, and integrity

  • Make judgments on when case referrals to Partnership and Interventions or Formal Investigation may be appropriate. Ensure all documentation is correctly logged and information held is accurate, taking remedial action if incorrect

  • To obtain and accurately record evidence to support all decisions that may be appealed at court or to a civil standard and present material, including reports and evidence and where appropriate and liaise with legal advisors and senior managers to support cases being progressed to a conclusion

  • Support Specialists and Managers with non-conviction information, including the processing of suspensions and revocations

  • Correctly apply licensing criteria on a case by case basis in making licensing decisions, including analysis of documents and investigations in relation to complex cases and anomalies

  • To work alongside Customer Support, Intelligence and Risk and Partnership and Interventions teams to identify and manage cases of non-compliance or non-conformance

  • Liaise with Managed Service Provider, criminal records checking agencies and appropriate partner agencies in order to resolve licensing issues

Relevant Knowledge, Skills and Experience


  • Able to understand and interpret legislation and then apply this to everyday compliance activity

  • Experience in undertaking challenging conversations with people whether this be on the phone or face to face

  • Able to persuade and influence people to take the necessary action applying appropriate questioning techniques when required

  • Experience in managing caseloads and adhering to tight deadlines involving the exercising of judgement

  • Experience of researching information and providing briefing material

  • Experience of working in a customer focused environment and development of customer relationship

  • Experience of working within a large team

  • Proven ability to prioritise urgent issues whilst achieving outcomes to agreed deadlines

  • Ability to communicate (by oral and written means) to a high standard. Excellent oral and written communication skills and to deal with a wide range of people in a professional manner.

  • Excellent IT skills

  • Experience of effective relationship building with customers and key stakeholders

  • Able to act under own initiative, effectively manage own workload, making sound recommendations and judgements on the next required course of action

  • Able to take accountability for own performance and development

  • Experience in working to a range of performance indicators including productivity, quality, and impact

  • An uncompromising approach to customer service

  • An understanding of the need, and ability, to hold information in confidence when appropriate


  • An understanding of, or experience in, a regulatory body or public sector processes


  • Salary of £24,950

  • 5 days annual leave

  • Development opportunities

  • Flexible working or WFH

NB: If this company and position appeals to you then please apply your CV on-line. Please note that due to a high volume of response Office Angels receive; only successful candidates will be contacted. For the purposes of the Regulations, please note that Office Angels in the provision of these services will be operating as a recruitment agency. Office Angels are an equal opportunities employer

Office Angels acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Office Angels UK is an Equal Opportunities Employer.

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To speak to a recruitment expert please contact Jasmine Mather