ARC Complaints about Schools Case Officer

Office for Standards in Education, Children's Services and Skills

Apply before 11:55 pm on Sunday 10th November 2024

 
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Details

Reference number

376385

Salary

£28,637
£28,352 per annum. Rising to £28,637 per annum on successful completion of probation.
A Civil Service Pension with an employer contribution of 28.97%

Job grade

Executive Officer
B3 APT

Contract type

Permanent

Business area

Digital and Operations

Type of role

Contact Centre
Customer Insight
Quality
Other

Working pattern

Flexible working, Full-time

Number of jobs available

7

Contents

Piccadilly Gate, Manchester or Agora, Nottingham

Job summary

We are recruiting seven ARC Complaints about Schools Case Officers to join our Complaints about Schools (CAS) Team.

The Complaints about Schools team is responsible for ensuring complaints about schools are considered and responded to in a timely, rigorous and effective way. The team provides advice and guidance on complaints handling to the regions.

The post holder will assess, prioritise, process, monitor, track and close complaints. This includes direct communication with internal and external stakeholders. The post holder will be a named contact for regions and provide them with effective handling advice on specific cases. They will also provide advice and guidance to administrators on case handling. This role supports the complaints about schools' team to achieve its targets, provide good quality handling of complaints and responses to complainants, and ensures Regional Directors are provided with an overall view of complaints in their regions.

This is a fantastic opportunity to further your experience in Ofsted’s well-established team. The post holder will work with high-achieving professionals at all levels, surrounded by a friendly and supportive team. They will have access to amazing benefits, such as flexible working hours, the Civil Service Pension Scheme, and 32.5 days annual leave + 8 bank holidays. We offer a hybrid working model, so you may also choose to spend a proportion of time working from home.

Job description

Please refer to the job specification for further information.

Person specification

Please refer to the job specification for further information.

Behaviours

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

  • Communicating and Influencing
  • Delivering at Pace
  • Making Effective Decisions

Technical skills

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

  • Experience of handling work and making appropriate decisions within business policy and wider legislative frameworks.
  • Experience of developing robust recommendations for managers based on effectively identifying, collating, analysing a range data and information sources.
  • Experience of providing support and guidance in a specialist area for colleagues across a range of levels.
  • Strong end to end case management skills
Alongside your salary of £28,637, Office for Standards in Education, Children's Services and Skills contributes £8,296 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

Full details of the benefits available can be found in our Ofsted Offer brochure.

Ofsted is devoted to equality, diversity and inclusion. Within our Ofsted Strategy 2023-2027 we have stated that we will improve the representation of under-represented groups across the organisation and publish our progress on this annually. We are always looking to expand on our diverse workforce by recruiting candidates from varied backgrounds and differing experiences. We are proud to be a Disability Confident – Leader, we continually engage with our 5 staff networks for protected characteristics, and highlight the work of our Equalities, Diversity and Inclusion (EDI) Group. We ensure all candidates are treated with fair and open competition, with all appointments being made on merit and we use our Disability Confident Scheme (DCS) to provide assurance to all candidates of this.

Selection process details

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

Application and Shortlisting:

The selection panel will assess your application based on your evidence you have provided against the essential criteria as set out in the person specification.

You will also be asked to provide information within the “Employer/Activity History” section of the application form. This information is equivalent to the information you would provide on a CV setting out your career history (this may be used in the sifting process).

Interview:

Candidates who pass the benchmark at the shortlisting stage will be invited to an interview where they will be assessed against a mixture of the Civil Service behaviours and the experience skills set out in section 3 of the job specification. 

We will invite the most suitable candidates to attend an interview at Piccadilly Gate, Manchester or Agora, Nottingham during the week commencing Monday 25 November 2024.



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

Security

Successful candidates must undergo a criminal record check.
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).
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 : Talent and Resourcing Team
  • Email : Jobs@ofsted.gov.uk
  • Telephone : 03000 131 487

Recruitment team

  • Email : Jobs@ofsted.gov.uk

Further information

If you feel your application has not been treated in accordance with the Recruitment Principles, and you wish to make a complaint, you should email Ofsted recruitment at jobs@ofsted.gov.uk in the first instance. If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission at: https://civilservicecommission.independent.gov.uk/recrutiment/

Attachments

Job specification - ARC Complaints about Schools Case Officer Opens in new window (pdf, 162kB)

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