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Complaints Officer

6 months ago

West Midlands, United Kingdom Office for Environmental Protection Full time

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

- 303586**Salary**:

- £30,317 - £32,900- A Civil Service Pension with an average employer contribution of 27%**Job grade**:

- Higher Executive Officer**Contract type**:

- Permanent**Business area**:

- OEP - Regulatory**Type of role**:

- Administration / Corporate Support
- Analytical
- Investigation
- Operational Delivery**Working pattern**:

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

- 1Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- Northern Ireland, West Midlands (England)About the job

**Job summary**:
We are looking for a Complaints Officer to join the Regulatory** **team and manage a portfolio of complaints and enquiries, supporting the OEP’s regulatory function to assess and investigate allegations of non-compliance with environmental law.

The Office for Environmental Protection (the OEP) mission is to protect and recover the environment. Created by the Environment Act 2021, our role is to hold Government and public bodies to account. The OEP do this in several ways including reporting on progress against environmental targets, advising on changes to environmental laws and receiving complaints from the public which can lead to us taking enforcement action.

This role sits within the Regulatory Directorate, which is responsible for delivery of key functions as set out in the Environment Bill. These are monitoring, investigating, and enforcing the implementation of environmental Law, and advising the government on the development of Law and other matters relating to the natural environment.

With a total staff of just over 70, we are a small, dynamic, friendly and flexible organisation covering both England, Northern Ireland, and environmental matters reserved to the UK government. We offer flexible working arrangements, high profile, dynamic work and the chance to have an impact on improving the state of the environment.

To find out more about the OEP, what we do, who we are and our current work, visit the OEP website.

The OEP is a non-departmental public body sponsored by Defra in England and DEARA in Northern Ireland which means it operates independently from Defra and DAERA and is not part of the UK Civil Service. Our employees are public servants.

**Job description**:
The OEP Complaints and Investigations team prioritises, manages, and investigates complaints about alleged breaches of environmental law by public authorities. The team are responsible for handling complaints in an efficient manner and for assessing in accordance with the OEP enforcement policy all eligible complaints to determine the most appropriate course of action for the OEP to take. This may include robust negotiations with public authorities to agree solutions and resolve compliance issues.

The role holder will;
- Determine the eligibility of complaints submitted to the OEP to confirm whether they are within the OEP’s remit and produce high quality written assessments explaining and documenting the rationale behind the decision.
- Prioritise complaints and support investigations into serious cases being carried out by Senior Complaints and Investigations Officers.
- Lead investigations into medium priority cases, manage relationships with complainants and public authorities, identifying and making recommendations on appropriate remedies.
- Provide excellent customer service to members of the public who have submitted complaints, providing timely updates, managing expectations, and signposting complaints to the relevant public authority where appropriate.
- Work with the legal team and other specialist teams as necessary to inform complaints triage and assessment.
- Ensure the complaints case management system is kept up to date with all correspondence on complaints and cases they are handling.
- Prepare operational reports on the complaints function for the SEO Senior Complaints Officer and G7 Complaints Manager.
- Display flexibility to assist with wider OEP project work where necessary, in support of the OEP’s mission to protect and improve the natural environment.

The above list of job duties is not exclusive or exhaustive and the post holder will be required to undertake such tasks as may reasonably be expected within the scope and grading of the post.

**Person specification**:
Essential Criteria;
- Proven experience of managing customer/stakeholder relations
- Experience of or sound understanding and knowledge of environmental regulations and UK environmental law.
- Proven analytical skills to reach decisions based on evaluating a range of evidence.
- Experience of managing casework in a case or complaints handling environment.
- Ability to prioritise and coordinate workload to effectively handle complaints and enforcement activity.
- Strong verbal communication and experience of negotiating agreements or solutions between parties.
- Excellent written communication and experience of producing