Service Complaints Caseworker

Ministry of Defence

Apply before 11:55 pm on Wednesday 25th September 2024

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Details

Reference number

367016

Salary

£28,300

A Civil Service Pension with an employer contribution of 28.97%

Job grade

Executive Officer

Contract type

Permanent

Business area

MOD - Navy - Service Complaints and Litigation

Type of role

Human Resources
Investigation

Working pattern

Flexible working, Full-time, Job share, Part-time

Location

Navy Command Headquarters, HMS EXCELLENT

About the job

Job summary

Navy Command Headquarters (NCHQ) in Whale Island, Portsmouth, is the nerve centre of the Royal Navy. It supports operations around the globe and provides the ships, people, aircraft, and equipment to deliver the UK’s Defence policy. NCHQ supports all the Royal Navy’s activities from front-line operations to personnel support and training; finance and governance; safety; equipment acquisition; programmes and planning; and Defence Engagement. Civil Servants and Armed Forces personnel work together in a wealth of interesting and challenging jobs in different disciplines, from finance; legal services; personnel and HR; project planning and managing contracts, to media and communications.
The role of Service Complaints caseworker sits within the People and Training Directorate The Service Complaint (SC) system is an employment-based dispute resolution procedure for members of the Armed Forces. Unlike other workplace dispute resolution procedures however, the SC System is governed by Statute and is subject to external scrutiny by the Service Complaints Ombudsman for the Armed Forces (SCOAF) - an Independent, Crown Appointed, Body - and by Parliament

This position is advertised at 37 hours per week.

Job description

The role of a SC Caseworker is to investigate all the required information relating to the subject matters raised in a Service Complaint by Royal Navy/ Royal Marine Personnel, which are to be decided upon within Navy Command Headquarters at Decision Body (DB) or Appeal Body (AB)level

Tasks for this role include:

To prepare and submit full and accurate SC investigations and other personnel casework files to the Deciding Authority in accordance with JSP 831 and to ensure that the appropriate authorities act on their directions and recommendations.
To act as an administrative point of contact for all Service Complaints that require the use of a Hired Investigative Officer (HIO)
To provide regular and meaningful updates to all Complainants and Respondents regarding the progress of their Service Complaint in accordance with JSP831.
To regularly maintain detailed and accurate records of all communications and investigations in accordance with departmental requirements.
To provide secretariat and administrative support to SC Deciding Authorities, including the preparation of draft decision sheets and drafting the record of decision within 5 working days.
To assist in identifying and resolving SCs through the ‘quick win’ process where appropriate.
To contribute to SC policy and procedural development.
To provide accurate draft responses to Freedom Of Information requests and Parliamentary Business within the stipulated timescales.
To provide assistance to the Central Admissibility Team (CAT) where required.
To provide assistance to the Navy Service Complaints Ombudsman Team when required.

Person specification

Due to the nature of the role, we ask that applicants consider and self-assess their resilience and suitability for the position, as those using the Service Complaints System may be navigating challenging or difficult personal circumstances.

We are looking for someone who can demonstrate excellent reading and analytical skills. Interpretation of documents is a key function of this role; applicants should be confident in analysing and selecting relevant materials to present to the deciding authorities.

Due to being governed by the Service Complaints Ombudsman for the Armed Forces (SCOAF) we require someone with the ability to embrace and manage competing priorities, to maximise the potential of meeting the Key Performance Indicator (KPI)

Behaviours

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

Delivering at Pace
Making Effective Decisions
Leadership
Communicating and Influencing
Managing a Quality Service

We only ask for evidence of these behaviours on your application form:

Delivering at Pace
Making Effective Decisions
Managing a Quality Service

Benefits

Alongside your salary of £28,300, Ministry of Defence contributes £8,198 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

Learning and development tailored to your role
An environment with flexible working options
Hybrid working where role permits
25 days paid annual leave rising (1 day per year) to 30 days upon completion of 5 years' service (pro rata). In addition to 8 public holidays per year and you will also receive leave for HM The King's birthday
An opportunity to be considered for Reward and Recognition- £250-£5000 per year.
A culture encouraging inclusion and diversity
A Civil Service pension with an average employer contribution of 27%

Where business needs allow, some roles may be suitable for a combination of office and home-based working. This is a non-contractual arrangement where all office-based employees will be expected to spend a minimum of 60% of their working time in office, subject to capacity and any required workplace adjustments. Requirements to attend other locations for official business, or work in another MOD office, will also count towards this level of attendance. Applicants can request further information regarding how this may work in their team from the Vacancy Holder (see advert for contact details). Defence Business Services cannot respond to any questions about working arrangements.

The post does not offer relocation expenses.

External recruits who join the MOD who are new to the Civil Service will be subject to a six-month probation period.

Please Note: Expenses incurred for travel to interviews will not be reimbursed.

Please be advised that the Department is conducting a review of all pay related allowances which could impact on those allowances that the post currently being advertised attracts.

Any move to MOD from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax-Free Childcare. Determine your eligibility at https://www.childcarechoices.gov.uk/.

The Ministry of Defence is committed to providing a safe and healthy working environment for its staff which includes educating them on the benefits of not smoking, protecting them from the harmful effects of second-hand smoke and supporting those who want to give up smoking. Under the Smoke-Free Working Environment policy, Smoking and the use of all tobacco products (including combustible and chewing tobacco products) will not be permitted anywhere in the Defence working environment however some exemptions are in place, please refer to local guidance. The policy is Whole Force and includes all Defence personnel, contractors, visitors and other non-MOD personnel. All applicants seeking, considering, or accepting employment with the Ministry of Defence should be aware of this policy and that it is already in place at a number of Defence Establishments.

MOD Recruitment Satisfaction Survey – we may contact you regarding your experience to help us improve our customer satisfaction. The survey is voluntary and anonymous. You may however be given the opportunity to provide additional information to help us improve our service which includes the collection of some personal data as defined by the United Kingdom General Data Protection Regulation (UK GDPR). The MOD Privacy Notice sets out how we will use your personal data and your rights.

Things you need to know

Selection process details

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours and Experience.

At the application stage you will be assessed against the following:

CV
Personal Statement (500 words)Previous Skills and Experience-Please provide information of how you meet the criteria set out in the job description. You may wish to include examples of how you have tackled similar tasks or demonstrated the skills outlined in the person specification.
Behaviours- Delivering at Pace, Managing a Quality Service, Making Effective Decisions.

At the interview you will be assessed against the following

Behaviours- Delivering at Pace, Managing a Quality Service, Leadership, Communicating and Influencing, Making Effective Decisions.

In the case of candidates achieving the same scores, the score for the lead behaviour of Delivering at Pace will determine the outcome. In the rare outcome that this does not determine a successful candidate the scores of Delivering at Pace and Managing a Quality Service will be used.

When choosing your Behaviour examples, please make sure you use real life scenarios that relate to your own experiences. Whilst technology may help to enhance your written submission, presenting the ideas of others or those generated by technology, could result in your application being rejected.

The Civil Service embraces diversity and promotes equality of opportunity. There is a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria. If you need to advise us that you need additional help or reasonable adjustments for the recruitment process, please contact: DBSCivPers-Resourcingteam3@mod.gov.uk .

As a result of the changes to the UK immigration rules which came into effect on 1 January 2021, the Ministry of Defence will only offer sponsorship for a skilled worker visa under the points based system, where a role has been deemed to be business critical.

The role currently being advertised has not been assessed as business critical and is therefore NOT open to applications from those who will require sponsorship under the points based system. Should you apply for this role and be found to require sponsorship, your application will be rejected and any provisional offer of employment withdrawn.

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check.

Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check (opens in a new window).

See our vetting charter (opens in a new window).

People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

UK nationals
nationals of the Republic of Ireland
nationals of Commonwealth countries who have the right to work in the UK
nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).

The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

Apply and further information

This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.

Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :

Name : Carly Davis
Email : carly.davis126@mod.gov.uk

Recruitment team

Email : DBSCivPers-Resourcingteam3@mod.gov.uk

Further information

Please ensure you read the attached candidate information document prior to completing your application. If you are dissatisfied with the service you have received from DBS, or believe that DBS has failed to follow the recruitment process in line with the Civil Service Commission principles of selection for appointment on merit on the basis of Fair and Open competition, you can raise a formal complaint by writing to DBS at the following address: Defence Business Services, Scanning Hub, Room 6124, Tomlinson House, Norcross Lane, Blackpool, FY5 3WP. If after raising your complaint with DBS you remain dissatisfied you can complain directly to the Civil Service Commission at the following address: , Civil Service commission, Room G/8, 1 Horse Guards Road, London, SW1A 2HQ Or by email:
info@csc.gov.uk.