85408 - Tier 2 Complaints Officer
Position: Tier 2 Complaints Officer (x2 posts)
Location: National: OPG offices are in Birmingham and Nottingham and this role will require some travel to the Birmingham office.
Band: EO
Contract Type: Permanent
Overview
The Office of the Public Guardian (OPG) protects people in England and Wales who may not have the mental capacity to make certain decisions for themselves, such as about their health and finance. This role will be critically important to achieving our vision of protecting and empowering people who may lack capacity, providing support to those who act on their behalf and promoting future choice and planning in advance of a lack of capacity.
You will be part of the Tier 2 Complaints Team, which is part of the wider Public Guardian's Office.
Your main role will be to investigate tier 2 complaints and draft responses for the Public Guardian (PG) and Senior Leadership Team, in particular correspondence sent directly to the PG by customers and MPs and provide assistance to Parliamentary and Health Service Ombudsman (PHSO) enquiries. You will also be required to draft responses on behalf of MOJ and OPG ministers.
Key responsibilities include but are not restricted to the following:
- Investigate and respond to complaints and correspondence within 10 working days and actively seek feedback on your letters to ensure continuous improvement.
- Draft responses and submissions for Ministers and provide assistance to independent Ombudsman enquiries.
- Liaise with teams across OPG including legal, information assurance and policy teams to help resolve complaints, seeking up to date and relevant information to strengthen complaint responses.
- Provide feedback to relevant business areas to ensure the reasons for complaints are resolved.
- Manage the OPG Complaints inbox to a high standard; red flagging tier 2 complaints to be allocated to team members via folders within inbox; identifying which complaints team or area to send other complaints/queries and send these on accordingly.
- Build relationships and work with teams across the organisation to resolve these problems, looking to reduce or eliminate similar complaints in the future – attend appropriate workshops on process changes to provide a complaints/customer perspective.
- Provide advice via email, on the phone or in person on how best a complaint should be handled, to include information on quality, content, handling strategy etc. including Birmingham and Nottingham Offices.
- Provide complaints data to the wider business to assist with ongoing customer focused work and priorities.
- Provide support and guidance and deliver bespoke complaints training to tier 1 complaints teams and other teams as necessary.
- Review complaints via email and post/hard copy to assess which team holds responsibility to respond, and ensure complaints are scanned and send to teams in an efficient manner.
- Attend any relevant meetings and act as a complaints representative as required.
- Any additional tasks appropriate to the grade as required.
Essential criteria:
- Previous experience of complaint handling. (Lead criteria)
- Excellent written and verbal communication skills with the ability to present complex messages to a range of audiences.
- IT skills including proficiency in MS Word, Excel and Outlook.
- Experience of working to tight deadlines.
Desirable criteria:
Experience of working with a range of stakeholders to achieve positive outcomes for the customer.
Application process:
Sift
This vacancy is being advertised using Success Profiles. Candidates will be expected to provide a CV (2 pages of A4 maximum) plus a supporting personal statement of no more than 750 words explaining how you demonstrate the essential and desirable criteria as described above.
Please note that one of the essential skills have been marked as a lead criteria at sift and we reserve the right to score this as a priority if the number of applications is high.
If you are successful at sift, you will be invited to an interview which will follow the Success Profile process.
Interview
Your interview will involve 3 parts testing you against your Behaviours, Strengths, and Technical Skills.
At interview candidates should expect strength-based questions and questions relating to the Civil Service behaviours outlined below.
Behaviours assessed at interview:
- Making Effective Decisions (Level 2) – Lead Behaviour
- Delivering at Pace (Level 2)
- Managing a Quality Service (Level 2)
- Communicating and Influencing (Level 2) - (assessed via written assessment at interview)
You will also be asked to complete a written exercise prior to the interview taking place.
Delivery of the written assessment:
You will be provided with a brief for the written exercise 5 working days before your interview (via email) and will be required to return the assessment 1 day before your scheduled interview. The results from the written assessment will be used to support your overall interview scoring.
Information relating to strength-based assessments is not provided in advance of interviews.
Interviews will be held on Microsoft Teams.
Flexible working hours
The Ministry of Justice offers a flexible working system in many offices.
Requests for part-time contracts will be considered in line with business needs.
This role offers the opportunity for hybrid working – with a requirement for at least 3 days in an MoJ hub. While this role is advertised nationally, occasional travel to OPG offices in Birmingham and Nottingham will be required based on business need.
Reasonable Adjustments: At OPG we are committed to ensuring our workplace remains diverse and inclusive place to work. We want to help you demonstrate your full potential whatever type of assessment is used. If you require any reasonable adjustments for any aspect of the selection process, do not hesitate to get in contact with us.
For further information on benefits of working for OPG, such as our Flexible Working Opportunities, please check the candidate information pack attached to this advert.
If your application for this role is unsuccessful, we may offer you an alternative role at the same or lower grade should one be available.
Working Arrangements & Further Information
The MoJ offers Hybrid Working arrangements where business need allows. This is an informal, non-contractual form of flexible working that blends working from your base location, different MoJ sites and / or from home (please be aware that this role can only be worked in the UK and not overseas). Some roles will not be suitable for Hybrid Working. Similarly, Hybrid Working will not suit everyone’s circumstances. Arrangements will be discussed and agreed with the successful candidate(s) and subject to regular review.
For nationally advertised roles, the successful candidate(s) will be appointed to a MoJ office location, which may include their nearest Justice Collaboration Centre or Justice Satellite Office. This will be discussed and agreed on the completion of pre-employment checks.
Some of MoJ’s terms and conditions of service are changing as part of Civil Service reform. The changes will apply to staff joining MoJ who are new to the Civil Service. Staff joining MoJ from other civil service employers will transfer onto the new MoJ terms if they are already on 'modernised' terms in their current post or onto 'unmodernised' MoJ terms if they are on 'unmodernised' terms at their current post. Details will be available if an offer is made.
MoJ candidates who are on a specialist grade, will be able to retain their grade on lateral transfer.
All candidates who are currently in receipt of Mark Time / Pay Protection should ensure they are familiar with the new policy on permanent and temporary promotion which can be found on the employee intranet.
Flexible working hours
The Ministry of Justice offers a flexible working system in many offices. Standard full time working hours are 37 hours per week. MoJ welcomes part-time, flexible and job-sharing working patterns, where they meet the demands of the role and business needs. All applications for part-time, flexible and job-sharing working patterns will be considered in accordance with the MoJ’s Flexible Working policy.
Benefits
The MoJ offers a range of benefits:
Annual Leave
Annual leave is 25 days on appointment and will increase to 30 days after five years’ service.
There is also a scheme to allow qualifying staff to buy or sell up to three days leave each year. Additional paid time off for public holidays and 1 privilege day. Leave for part-time and job share posts will be calculated on a pro-rata basis.
Pension
The Civil Service offers a choice of pension schemes, giving you the flexibility to choose the pension that suits you best.
Training
The Ministry of Justice is committed to staff development and offers an extensive range of training and development opportunities.
Networks
The opportunity to join employee-run networks that have been established to provide advice and support and to enable the views of employees from minority groups to be expressed direct to senior management. There are currently networks for employees of minority ethnic origin, employees with disabilities, employees with caring responsibilities, women employees, and lesbian, gay, bisexual and transgender employees.
Support
- A range of ‘Family Friendly’ policies such as opportunities to work reduced hours or job share.
- Access to flexible benefits such as voluntary benefits, retail vouchers and discounts on a range of goods and services.
- For moves to or from another employer or moves across the Civil Service this can have implications on your eligibility to carry on claiming childcare vouchers. You may however be eligible for alternative government childcare support schemes, including Tax Free Childcare. More information can be found on GOV.UK or Childcare Choices. You can determine your eligibility at https://www.childcarechoices.gov.uk/.
- Paid paternity, adoption and maternity leave.
- Free annual sight tests for employees who use computer screens.
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. Should you feel that the recruitment process has breached the recruitment principles you are able to raise a formal complaint in the following order
- To Shared Service Connected Ltd (0845 241 5358 (Monday to Friday 8am - 6pm) or e mail Moj-recruitment-vetting-enquiries@gov.sscl.com);
- To Ministry of Justice Resourcing team (resourcing-management-office@justice.gov.uk);
- To the Civil Service Commission (details available here)
The Civil Service embraces diversity and promotes equal opportunities. As a Disability Confident employer, MoJ are committed to providing everyone with the opportunity to demonstrate their skills, talent and abilities, by making adjustments throughout all elements of the recruitment process and in the workplace. MoJ are able to offer an interview to disabled candidates who meet the minimum selection criteria, except in a limited number of campaigns.
For more information on applying for a role as a candidate with a disability or long-term condition, please see our Disability Confident Scheme Frequently Asked Questions webpage.
You will be able to request reasonable adjustments to the recruitment process within the application form. If you need additional help completing the application form, please contact the SSCL Recruitment Enquiries Team.
We encourage applications from people from all backgrounds and aim to have a workforce that represents the wider society that we serve. We pride ourselves on being an employer of choice. We champion diversity, inclusion and wellbeing and aim to create a workplace where everyone feels valued and a sense of belonging. To find out more about how we do this visit: https://www.gov.uk/government/organisations/ministry-of-justice/about/equality-and-diversity.
02/04/2024, 23:55 hours.
To apply for roles in MOJ you will need to confirm your employment history for at least 3 years prior to the date of application so that pre-employment checks (BPSS) can be undertaken. If you have spent significant time abroad (a total of 6 months in the past 3 years) you would be required to give a reasonable account of the reasons why.
For some roles you will be required to successfully complete National Security Vetting at Counter Terrorism (CTC), Security Clearance (SC) or Developed Vetting (DV) level as a condition of appointment. To meet CTC/SC/DV requirements you will normally need to have been resident in the UK for at least 3/5/10 years prior to the date of application (The level of checks that are required are stated in the advert).
If you do not meet the above requirements, you may still be considered if, for example:
- You've been serving overseas with HM Forces or in some other official capacity as a representative of HM Government
- You were studying abroad
- You were living overseas with parents
In such cases you will need to be able to provide referee cover for the period(s) of residence overseas. The duration of overseas residence and the country of abode will also be taken into account.
Success Profiles will enable a fairer and more inclusive method of recruitment by enabling us to assess the range of experiences, abilities, strengths, behaviours and technical/professional skills required for different roles. This flexible approach to recruitment focuses more on finding the right candidate for the specific role. To find out more about Success Profiles to support your application please click here for further guidance.
We have provided detail of the assessment stages and areas being assessed to help you prepare for completing your application form, and to advise of what will be assessed following this, if you successfully pass the application stage.
Application form stage assessments
Interview stage assessments
A Great Place to Work for Veterans
The "Making the Civil Service a Great Place to work for veterans" initiative includes a guaranteed interview scheme to those who meet the minimum criteria to provide eligible former members of the Armed Forces with opportunities to secure rewarding jobs. Allowing veterans to continue to serve their country, and to bring highly skilled individuals with a broad range of experience into the Civil Service in an environment, which recognises and values your previous service in the Armed Forces.
For further details about the initiative and eligibility requirements visit : https://www.gov.uk/government/news/making-the-civil-service-a-great-place-to-work-for-veterans
Redeployment Interview Scheme
Civil Service departments are expected to explore redeployment opportunities before making an individual redundant. The MoJ are committed, as part of the Redeployment Interview Scheme, to providing opportunities to those who are 'at risk of redundancy'.
MoJ are able to offer an interview to eligible candidates who meet the minimum selection criteria, except in a limited number of campaigns. Candidate's will not be eligible for the Redeployment Interview Scheme if they are applying on promotion.
The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment.
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) https://www.gov.uk/settled-status-eu-citizens-families
· 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) https://www.gov.uk/government/publications/nationality-rules
This Vacancy is closed to applications.