Adjudicator Investigator in Nottingham

Nottingham Regional Centre - Unity Square x5 roles

Do you have an enquiring mind?

Can you make and communicate complex decisions?

Are you passionate about providing excellent customer service?

If so, our Adjudication Investigator role could be for you.

The Adjudicator, Michael Mc Mahon, has independent and personal authority to resolve escalated complaints about HM Revenue and Customs (HMRC) including the Valuation Office and also to review Home Office decisions on entitlement to compensation under the Windrush Compensation Scheme (WCS).

The Adjudicator’s Office supports the Adjudicator in making high quality decisions on these challenging, sensitive and often high-profile cases.

We have around 58 employees based across our two locations in Nottingham and Stratford (East London), the majority being Adjudication Investigators.

• Core purpose
• resolve cases by providing an accessible and flexible service and make fair, trusted and impartial decisions.
• support and encourage effective resolution throughout the case handling process whilst being responsive to customer needs.
• use our expertise and insight from cases to support HMRC and the Home Office to learn and improve services to customers.
• Vision
• run an effective customer-focused complaint handling service.
• provide insight which drives action to improve services for customers.

It is important we reflect the diversity of the society we serve so we are committed to an inclusive and respectful environment and creating a great place to work for all our colleagues.

Diverse perspectives and experiences are critical to our success and we welcome applications from all people from all backgrounds with the experience and skills needed to perform this role.

You will be an investigator delivering high quality, impartial decisions on cases, working closely with the Adjudicator.

You will gain an insight into how two of the largest operational departments at the heart of Government operate and interact with their customers and users.

You will be required to demonstrate and develop core Civil Service capabilities such as the ability to analyse and evaluate information, make effective decisions, work with a variety of stakeholders and communicate clearly.

To support your decision-making process, you will consider the perspectives of both the customer and the relevant department who are party to your case.

You will obtain information from a variety of different sources and build understanding of relevant rules and processes in order to inform your decision.

Person specification

• ensure cases are investigated and progressed efficiently and in a customer focused manner, working within our performance expectations and quality frameworks.
• collate and analyse evidence and information from customers and the departments to make fair and impartial decisions.
• identify and share insight and learning from your cases to maximise the value of complaints, driving improvements in customer services and supporting cultural change.
• confidently speak to customers and stakeholders on the telephone to discuss cases and be part of the team taking calls on our external phone service.
• understand the importance of values and culture to the delivery of an organisation’s vision and purpose.
• be a team player, wanting to contribute more widely to the Adjudicator’s Office development and success.
• be a role model for the Adjudicator’s Office in all your dealings with stakeholders.

Qualifications

• evidence of making sound, timely decisions based on analysis of data and evidence, consideration of alternative options and risks, and clear understanding of stakeholder impacts.
• able to clearly communicate complex issues both verbally and in writing.
• hold excellent time management skills and the ability to exercise judgement in how you carry out your work, manage your workload to meet deadlines and work collaboratively with colleagues.
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