Concerns Handling Officer

Concerns Handling Officer (Executive Officer)

Employer: Health and Safety Executive (HSE)

Salary: £31,657 – £34,570 per annum

Location: Bootle, Merseyside, England

Contract: Fixed-term (6 months), with the possibility of a permanent appointment depending on business needs. Loan and secondment arrangements are also available.

Working Pattern: Full-time or part-time (minimum 30 hours per week over 5 days), with flexible working options.

Grade: Executive Officer (EO)

Vacancies: 4

Reference: 488688

Visa Sponsorship: This role is not open to applicants who require visa sponsorship under the UK’s points-based immigration system.

Closing Date: 18 November 2026 at 12:00 noon.

Job Overview

The Health and Safety Executive (HSE) is recruiting four motivated and customer-focused Concerns Handling Officers to join its Operational Services Division in Bootle.

The successful candidates will join the Customer Service Team, which handles approximately 50,000 workplace health and safety concerns and advice requests annually.

You will assess and review health and safety concerns, communicate with businesses and customers, evaluate potential risks, and ensure cases are handled professionally and within required deadlines.

This is an opportunity to contribute to workplace safety while developing your experience in operational delivery, customer service and regulatory decision-making.

Key Responsibilities

As a Concerns Handling Officer, your responsibilities will include:

• Assessing whether reported matters fall within the HSE’s enforcement remit.
• Evaluating health and safety risks and determining which cases require further investigation.
• Deciding whether concerns can be resolved administratively or need to be referred to HSE Inspectors.
• Clearly explaining and justifying decisions.
• Communicating effectively with internal and external customers to achieve appropriate resolutions.
• Evaluating evidence provided by businesses and duty holders.
• Providing technical support for other frontline operational activities, including advice requests.
• Maintaining accurate records and updating HSE case management systems.
• Supporting teamwork, service improvements and organisational objectives.

Essential Skills and Experience

Applicants should demonstrate:

• Excellent written and verbal communication skills, including the ability to ask questions and obtain relevant information sensitively.
• Good IT skills and the ability to maintain accurate records using different computer systems.
• Strong organisational skills and the ability to prioritise workloads.
• Analytical skills and the ability to interpret information from different sources.
• Effective decision-making skills and the ability to use personal initiative.
• Experience working in a frontline service delivery or customer-focused role.
• The ability to identify opportunities for improvement and maintain high professional standards.
• A willingness to learn new areas of work and develop relevant knowledge.

Qualifications

Applicants should hold a NEBOSH Certificate (National Examination Board in Occupational Safety and Health) or be willing to obtain the qualification within the first 12 months of service if the role becomes permanent.

The NEBOSH course is delivered as an intensive two-week programme, with appropriate study time provided during working hours.

Failure to achieve the qualification within the required timeframe after a maximum of two attempts will result in termination of the contract.

Working Pattern and Hybrid Arrangements

HSE offers hybrid working, combining office attendance and working from home.

However, successful candidates must attend the Bootle office five days a week during the initial training period.

After completing training, office attendance will be reduced in line with HSE’s hybrid working policy. Employees suitable for hybrid working will generally be expected to attend the office or another business-related location for 60% of their working week.

Part-time applications are accepted for candidates able to work at least 30 hours across five days.

Salary and Benefits

In addition to the salary, HSE offers:

• Civil Service Pension Scheme with an employer contribution of 28.97%.
• 25 days of annual leave, increasing to 30 days after five years of qualifying service.
• Public holidays and an additional Civil Service privilege day.
• Flexible working arrangements.
• Family-friendly and carer-friendly policies.
• Learning and development opportunities.
• Parental leave benefits.
• Cycle to Work Scheme.
• Access to employee discounts, e-gift cards and vouchers through EdenRed.

Civil Service Behaviours

Candidates will be assessed against the following behaviours:

• Making Effective Decisions.
• Delivering at Pace.
• Communicating and Influencing.

Application and Selection Process

The recruitment process uses the Civil Service Success Profiles framework and includes an online Civil Service Casework Skills Test.

Stage 1: Online Test

After submitting the initial short application form, candidates will be invited to complete the online test.

Applicants are encouraged to complete the test within 24–48 hours of receiving the invitation to allow sufficient time for the remaining application stages.

Parts 1 and 2 of the test are untimed, while Part 3 is timed.

Stage 2: CV and Personal Statement

Candidates who pass the test will be invited to complete the full application, which requires:

• An anonymised CV detailing career history, experience and qualifications.
• An anonymised Personal Statement of no more than 1,000 words demonstrating how they meet the essential skills and criteria.

Applicants should tailor their CV and Personal Statement to the requirements of the vacancy.

Stage 3: Sift

The sift is scheduled to begin on 18 November 2026. Applications will be assessed using the CV and Personal Statement.

If there is a high volume of applications, HSE may assess the Personal Statement only.

Stage 4: Interview

Interviews are expected to take place from 14 December 2026.

Candidates will be assessed against the advertised behaviours and will also answer strength-based questions.

Making Effective Decisions will be used as the lead behaviour in the event of a tie-break.

Important Test Deadline: All online tests and the full application form must be completed by 12:00 noon on 18 November 2026.

Please note that online testing will be unavailable from midnight on 14 November until 6:00 am on 16 November 2026 due to scheduled maintenance.

Important Visa Sponsorship Information

This vacancy is not open to applicants who require sponsorship under the UK’s points-based immigration system.

Applications from candidates requiring sponsorship will be rejected, and provisional employment offers will be withdrawn if sponsorship is required.

Existing Civil Servants and applicants from accredited Non-Departmental Public Bodies (NDPBs) may apply under the applicable loan or secondment arrangements.

Additional Information

• Successful candidates must complete a basic criminal record check and Baseline Personnel Security Standard checks.
• A reserve list may be maintained for up to 12 months.
• HSE is a Disability Confident employer and can provide reasonable adjustments during recruitment and employment.
• Applicants should ensure they meet the Civil Service nationality and right-to-work requirements.

How to Apply

Interested candidates should submit their applications through the official Civil Service Jobs recruitment portal.

Applicants should review the essential criteria carefully and prepare their anonymised CV and Personal Statement before completing the recruitment process.

Application Deadline: 18 November 2026 at 12:00 noon.