Job Description – Head of Customer Services and Investigations
(Band B2/Grade 7)
About the SCO
The Service Complaints Ombudsman will be established in September 2015 as part
of a reformed complaints system for the Armed Forces. The Ombudsman will be
independent of the Ministry of Defence and the Armed Forces and will have
significant new powers to investigate the handling of individual complaints, make
recommendations to the Defence Council on appropriate remedy as well as driving
greater accountability, efficiency and fairness in the complaints system as a whole.
The Ombudsman replaces the Service Complaints Commissioner and a small team
are currently managing the transition of that office to the new office that will meet the
requirements of the Ombudsman. An exciting opportunity exists for a Band B2/Grade
7 with excellent customer service and analysis skills to set up the new Customer
Service and Investigations Team, recruit the investigators and manage this key new
area of work under the guidance of the Ombudsman.
The creation of the Ombudsman is dependent on legislation, so the successful
applicant will not be expected to start before the primary legislation has been passed
(likely January 2015).
About the Role
The role is one of eleven new posts that are being created as part of the transition
and is likely to have management responsibility for a team of 12 staff. The role
reports to the B1 Head of Office and is part of the management team of the
organisation (which comprises the Ombudsman, the Head of Office and two
B2/Grade 7 team leaders).
The Head of Customer Service and Investigations has responsibility for the effective
operation of the customer-facing side of the business including initial enquiries and
referrals, admissibility decisions and investigations.
The post holder will:
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Ensure the smooth running of the customer-facing side of the organisation,
including customer enquiries, referrals, admissibility decisions and
investigations.
Manage the delivery of high quality and timely investigations which come to a
clear view of whether there has been maladministration and/or injustice
caused to individuals.
Finalise and keep under review the Ombudsman’s policy on conducting
investigations and the operations manual.
Manage risk, ensuring assessments are conducted by investigators and
signing off high risk cases.
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Ensure consistency in recommendations made by the Ombudsman and
monitor how these recommendations are implemented by the Armed Forces
Oversee the introduction of the new Casework Management System, and
manage any subsequent work to develop the system further.
Manages team of 12 including workload/work flow.
Ensure the team are adequately trained and supported.
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.
Liaise with the Head of Strategy and Performance to ensure learning from
individual cases is reflected in the Ombudsman’s policy work with the Armed
Forces.
MOD Core Competencies:
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Making Effective Decisions
Managing a Quality Service
Leading and Communicating
Building Capability for All
Collaborating and Partnering
Seeing the Bigger Picture
Experience and Knowledge:
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Ability to deal with a wide range of people both sensitively and robustly
An Understanding of the importance of Equality and Diversity issues
Demonstrable track record in effective communication
Awareness of the need for good quality management information
An ability to analyse evidence and solve problems