Senior Investigator

Ministry of Defence

Closing date: 21 Jun 2018

Reference number

1586185

Salary

£39,456 - £39,456

Grade

Senior Executive Officer
C1

Contract type

Fixed Term

Length of employment

23 Months FTA

Business area

Head Office & Corporate Services - Office of the Service Complaints Ombudsman

Type of role

Investigation
Operational Delivery

Working pattern

Flexible working, Full-time

Hours

37

Number of posts

3

Location

London, EC3M

About the job

Job description

This is a fixed term appointment as a Senior Investigator for up to 23 months from date of appointment. The reason being due to a review of civilian structures/ implementation of SDSR which may lead to organisational restructuring.

The Ombudsman provides independent and impartial oversight of the Service complaints system for members of the UK Armed Forces. The Senior Investigator will be responsible for managing complex, sensitive casework; assessing risk, looking at allegations of maladministration, the substance of an investigation and making recommendations on appropriate remedies. The Senior Investigator will also look at allegations of undue delay in the handling of Service complaints and review admissibility decisions (where complainants have been denied access to the Service complaints system). The role of the Senior Investigator reports to the Band B2 Head of Investigations.

The post holder will:

• Undertake complex, sometimes high risk or high profile, investigations of substance and/or into alleged maladministration and potential injustice, identifying and analysing the relevant evidence in each case, making a decision and identifying the appropriate remedy;

• Support Investigators/Senior Investigators on the handling of gateway decisions and low risk investigations ensuring that quality standards are achieved by conducting peer reviews of work produced;

• Ensure high quality and timely investigations are conducted following guidance in the Operations Manual, and consistent with Ombudsman best practice and other casework conducted by the office.

• Engage routinely with complainants and the Services, including effective handling of distressed or challenging individuals;

• Undertake risk assessments of individual complainants’ applications to the Ombudsman and flag urgent concerns to senior managers;

• Ensure all key documentation and reporting metrics are filed correctly on the casework management system;

• Ensure all Ombudsman decisions for their cases or those of the C2 staff are signed off at the appropriate level;

• Line manage staff or additional commensurate responsibilities as required;

• Provide information relating to investigations to the Head of Investigations, Chief of Operations and the Ombudsman as required;

• Provide support and information to the policy team on trends and issues of particular concern;

• Provide input to the Statistics Manager and other briefing material in support of the Ombudsman’s outreach work, including the development of the Annual Report, visits and meetings;

• Maintain effective relations with the central and Service complaints secretariats;

• Support the Ombudsman with her outreach programme as required;

• Provide support to or deputise for the B2 Head of Investigations as required;

• Understand and apply the Ombudsman’s vision and values and act as a role model for achieving change and continuous improvement by delivering excellence in complaints handling and sharing best practice.

Experience and Knowledge

Essential:
• A high level of analytical skills with an attention to detail
• Strong track record of work involving complex problem solving, involving a requirement to analyse and understand written material, identifying key issues and achieving appropriate outcomes
• Ability to interpret and apply regulations, policies and/or legislation to real life situations
• Experience of writing and quality assuring complex reports
• Ability to work collaboratively with colleagues and stakeholders
• Ability to deal with a wide range of people both sensitively and robustly
• An understanding of the importance of Equality and Diversity issues

Desirable:
• Experience of complaints handling, casework or investigations
• Awareness of need for good quality management information
• Demonstrable track record in effective communication
• Experience of line management and developing staff


Qualifications/Training Requirements

Post Specific Training:

• A successful candidate will be required to undertake recognised investigations/complaints handlings qualifications, if not already held
• Mental Health First Aid
• Line management training if new to Line Management
• Mandatory Civil Service or MOD specified e-learning

Person specification

Essential:
• A high level of analytical skills with an attention to detail
• Strong track record of work involving complex problem solving, involving a requirement to analyse and understand written material, identifying key issues and achieving appropriate outcomes
• Ability to interpret and apply regulations, policies and/or legislation to real life situations
• Experience of writing and quality assuring complex reports
• Ability to work collaboratively with colleagues and stakeholders
• Ability to deal with a wide range of people both sensitively and robustly
• An understanding of the importance of Equality and Diversity issues

Desirable:
• Experience of complaints handling, casework or investigations
• Awareness of need for good quality management information
• Demonstrable track record in effective communication
• Experience of line management and developing staff
• Interviewing experience

Competencies

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

  • Delivering at pace
  • Managing a quality service
  • Making effective decisions
  • Building capability for all
  • Collaborating and partnering
  • Seeing the big picture

Civil Service Competency Framework

Benefits

Pensions

Civil Service pension schemes may be available for successful candidates.

Benefits

You will be entitled to choose between a defined benefit pension scheme or a stakeholder pension with an employer contribution.

Allowances

This post will attract the relevant London weighting.

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.

This post does not offer any assistance with relocation allowances.

Things you need to know

Security

Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check.

Nationality statement

Candidates will be subject to UK immigration requirements as well as Civil Service nationality rules.

If you're applying for a role requiring security clearance please be aware that foreign or dual nationality is not an automatic bar. However certain posts may have restrictions which could affect those who do not have sole British nationality or who have personal connections with certain countries outside the UK.

Selection process details

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

Nationality requirements

Open to UK, Commonwealth and European Economic Area (EEA) and certain non EEA nationals. Further information on whether you are able to apply is available here.

Working for the Civil Service

The Civil Service Code 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.
The Civil Service embraces diversity and promotes equality of opportunity. There is a guaranteed interview scheme (GIS) for candidates with disabilities who meet the minimum selection criteria.

Apply and further information

Contact point for applicants

Eleanor Handslip
Chief of Operations
Email:COO@servicecomplaintsombudsman.gsi.gov.uk

Sift/interview dates and location

Dates to be confirmed
Interviews will be held in London

Further information

Applicants should monitor their Civil Service Jobs application centre regularly for updates.

Some of MoD’s Terms and Conditions of Service (TACOS) changed from 3 February 2014. Those TACOS changes applied to Broader Banded and Skill Zone staff who were new recruits to MoD or who were appointed to a post on substantive promotion, progression or advancement. On the same basis, the TACOS for Departmental Retained Grades changed with effect from 01 September 2014. The document attached to this advertisement provides more information.

Applicants should be aware that any move across the Civil Service on or after 5 October 2018 may have implications on an employee’s ability to carry on claiming childcare vouchers.


If you need to contact Defence Business Services (DBS) regarding this vacancy, please indicate that your vacancy is being handled by Resourcing Team 3.

All broader banded (Band E2 – B1) and skill zone employees joining MOD who are new to the Civil Service will be subject to a 6-month probation period effective from the employment start date.


Complaints


Please be aware that the selection and interviewing of applicants is the responsibility of the Recruiting Line Manager (RLM) and not the Defence Business Services (DBS) Resourcing team. DBS does not play any part in the selection and interview process itself.


Therefore, if you wish to discuss your feedback, or you are dissatisfied with your markings, you should in the first instance raise this with the Recruiting Line Manager of the vacancy.


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
PO Box 38
Cheadle Hulme
SK8 7NU

Cabinet Office Fraud Checks

Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant whose details are found to be held on the IFD will be refused employment

Attachments

TACOS 2014 Opens in new window (doc, 80kB)

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