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Investigation Case Manager

3 months ago

StokeonTrent, United Kingdom Home Office Full time

Job summary

The Independent Examiner of Complaints (IEC) was appointed in October 2022 as part of the Home Office�s response to Recommendation 20 of the Windrush Lessons Learned Review report.

The IEC is supported by a team of Civil Servants, the Office for the IEC, which sits within the Home Office Strategy Directorate.

The IEC provides an independent complaint review function for those customers who have exhausted the Home Office�s complaints process and remain unhappy with the outcome.

The IEC team undertake a range of duties to support the IEC, including initial assessment, resolution and investigation of complaints, and the production of management information, thematic and data analysis to support wider learning.�

The team also engage with colleagues from across the Department and beyond, to ensure learning is translated into practical improvements.

Job description

Our Investigation Case Managers (ICM) undertake desk based, case specific investigations that can be complex and lengthy.�

The role of the ICM is to determine what happened, identify what should have happened and highlight any unremedied service failures. Any unremedied service failures can be addressed by agreeing settlement actions with the complainant and the Home Office, or through the production of a comprehensive, detailed draft report which will allow the IEC to adjudicate on the merits of the complaint.

ICMs will:

�� Undertake a detailed examination of the evidence provided by the complainant and the relevant business area and provide a clear, detailed account of events.� �

��� Manage communications with complainants and the relevant business area, whilst their investigating in ongoing.�


�� Identify opportunities to settle complaints, to the satisfaction of the complainant, in discussion with the relevant business area.


�� In those cases that cannot be settled, produce a detailed report, documenting findings, and where appropriate case specific and systemic recommendations for consideration by the Independent Examiner of Complaints.�


�� Managing a live caseload of between 15 investigations, whilst meeting challenging quality standards and productivity targets.


�� Take responsibility for own Continuous Professional Development.

Hybrid Working

This post is based in Stoke-on-Trent and, in line with HO Hybrid Working policy, there will be flexibility to adopt a hybrid working pattern which would see the post holder spend 60% of their week in the office, with the remainder working from home.

Person specification

The role will suit those with a high degree of focus, an enquiring mind, well developed drafting skills and the ability to provide an excellent customer service, whilst managing a heavy caseload to meet tight deadlines.

Essential criteria

Successful candidates will need to have:

� � �The ability to meticulously analyse high volumes of complex written evidence.

� � �Strong drafting skills.

� � �Ability to make sound judgements.

� � �Proven organisational and time-management skills.

� � �Experience of developing and maintaining effective working relationships with colleagues, customers and stakeholders.

Desirable criteria

Ideally you will have:

� � �Experience of handling complex complaints and/or casework.

� � �Experience of working in a customer focussed environment.

� � �Experience of drafting for senior managers and/or stakeholders.

� � �Excellent communication and interpersonal skills.

� � �Able to identify trends/themes to be fed back to the relevant business area.

� � �Commitment to delivering results in a customer-focused environment.

� � �Confidence to work independently whilst also contributing to a team.

� � �Proficient using Microsoft Office.

Behaviours

We'll assess you against these behaviours during the selection process:

Making Effective DecisionsDelivering at PaceLeadershipManaging a Quality Service

Benefits

Learning and development tailored to your roleAn environment with flexible working optionsA culture encouraging inclusion and diversityA with an average employer contribution of 27%