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Service Complaints Caseworker

2 months ago

London, Greater London, United Kingdom Ministry of Defence Full time
Job Summary

The Ministry of Defence is seeking a highly skilled Service Complaints Caseworker to join our team at Navy Command Headquarters. As a key member of our People and Training Directorate, you will play a critical role in investigating and resolving Service Complaints in accordance with the Service Complaints Ombudsman for the Armed Forces (SCOAF) guidelines.

Key Responsibilities
  • Investigate Service Complaints and gather relevant information to inform decision-making.
  • Prepare and submit comprehensive investigation reports to the Deciding Authority.
  • Act as a liaison between complainants, respondents, and other stakeholders to ensure timely and effective resolution of Service Complaints.
  • Maintain accurate and detailed records of all communications and investigations.
  • Provide administrative support to SC Deciding Authorities, including drafting decision sheets and records of decision.
  • Contribute to the development of SC policy and procedures.
  • Assist in identifying and resolving Service Complaints through the 'quick win' process.
  • Provide support to the Central Admissibility Team and the Navy Service Complaints Ombudsman Team as required.
Requirements

To be successful in this role, you will need to demonstrate:

  • Excellent reading and analytical skills to interpret and analyze complex documents.
  • Ability to work effectively in a fast-paced environment with competing priorities.
  • Strong communication and interpersonal skills to build relationships with stakeholders.
  • Ability to maintain confidentiality and handle sensitive information.
  • Knowledge of the Service Complaints Ombudsman for the Armed Forces (SCOAF) guidelines and procedures.
Benefits

As a Service Complaints Caseworker with the Ministry of Defence, you will enjoy a range of benefits, including:

  • A competitive salary of £28,300.
  • Opportunities for professional development and training.
  • A supportive and inclusive work environment.
  • Flexible working arrangements, including hybrid working options.
  • Access to a range of employee benefits, including a pension scheme and annual leave.