Heo Investigator, Independent Case Examiner's Office

2 weeks ago

Bootle, United Kingdom Department for Work and Pensions Full time

**Details**:
**Reference number**:

- 290144**Salary**:

- £34,173 - £34,971- A Civil Service Pension with an average employer contribution of 27%**Job grade**:

- Higher Executive Officer**Contract type**:

- Permanent**Business area**:

- DWP - Policy - Independent Case Examiners (ICE) Office**Type of role**:

- Analytical
- Conflict Advisers
- Investigation
- Operational Delivery**Working pattern**:

- Flexible working, Full-time, Job share, Part-time**Number of jobs available**:

- 20Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- BootleAbout the job

**Job summary**:
What are we offering?

The Independent Case Examiner’s office is looking to fill up to 20 HEO Investigator roles. Investigators are responsible for undertaking complaint investigations by analysing complex evidence from both customers and the business being complained about. Investigators will either agree actions to address the complaint or draft a detailed account of their investigation to present to the Independent Case Examiner for adjudication.

Investigators work independently and have no line management responsibility. They manage a personal caseload, working at pace simultaneously on multiple cases, ensuring a regular throughput of cases to the Independent Case Examiner. Investigations can be lengthy and complicated and consequently, the role requires strong analytical and organisational skills, as well as focus, determination, and keen attention to detail.

The Independent Case Examiner’s office is based in Redgrave Court, Bootle. This role may be suitable for hybrid working, which is where an employee works part of the week in their office, and part of the week from home. This is a voluntary, non-contractual arrangement and your office will be your contractual place of work. Hybrid workers are required to work in the office an average of two days per week over a four-week period, as a minimum. If you are successful, any opportunities for hybrid working, including whether a hybrid working arrangement is suitable for you, will be discussed with you prior to you taking up your post.

**Job description**:

- Regular dialogue with customers, and the business complained about, to gather information to assist their investigations.
- Identifying scope to settle complaints at the earliest opportunity, agreeing actions to address the complaint to the satisfaction of both the customer and the business.
- Analysing complex information from customers and the business and assimilating such to establish concise, succinct, and accurate case histories.
- Ensuring the completeness and accuracy of the evidence they have gathered as part of their investigation, meaning the Independent Case Examiner is in possession of factual and accurate information to enable a fair and balanced conclusion to be reached.
- Drafting closure letters and/or a detailed account of their investigation and proposed conclusions for consideration by the Independent Case Examiner.
- Attending case conferences with the Independent Case Examiner to present detailed explanations of case events and supporting her in making findings and any recommendations if appropriate.
- Effectively managing an active caseload of multiple cases, ensuring investigations begin promptly and are completed within prescribed time limits whilst meeting challenging quality standards.
- Working as part of a team to deliver the best outcomes possible, supporting and mentoring colleagues as necessary, when appropriate.

**Person specification**:
**Essential Skills**
- Managing detailed and in-depth complaint or casework investigations confidently and autonomously, often involving multiple and complex issues, frequently over extensive periods of time; (lead)
- Strong, well developed drafting skills and experience of drafting for senior managers and a broad range of stakeholders, particularly using Microsoft Word;
- Excellent communication and interpersonal skills with internal and external stakeholders;
- Commitment to delivering results in a customer-focused environment and utilising your proven customer service skills to deliver these results;
- An ability to work at pace and to prioritise work to ensure full and effective caseload management.

**Key Relationships**

These roles require regular liaison with the DWP businesses, and their contracted providers, we investigate. HEO Investigators are also expected to maintain regular contact with customers, with telephone contact being the default method of communication, to ensure a full understanding of the complaint and so they are kept appraised as to how their investigation is progressing.

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

- Making Effective Decisions
- Leadership
- Delivering at Pace
- Managing a Quality Service

**Benefits**:

- Alongside your salary of £34,173, Department for Work and Pensions contributes £9,226 towards you being a member of the Civil

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