Tier 1 Complaints Officer in Nottingham

You will be part of the Tier 1 Complaints Team, dealing with customer complaints which will be received into our inbox from all areas of Power of Attorney Services (PoAS). The complaints will be made by both customers and professionals. You will be allocated work and will investigate and try to resolve the issues by liaising with relevant business areas. You will be expected to produce work to a high standard, manage your own workloads and ensure complainants are responded to within tight deadlines. You will need to attend the office at least 40% of your working week (equates to 2 days if full time) in line with the MOJ mandate, as you will have paper files and correspondence to process.

Responsibilities

• Investigate and respond to complaints within 10 working days adhering to personal targets.
• Ensuring personal stats are accurate and submitted on a daily basis.
• Ensuring database and Sirius are updated once complaint has been completed.
• Ensuring events and comments are detailed providing a full explanation of the issue, actions undertaken and resolution.
• Ensuring all paperwork is actioned in a timely manner and returned to responsible area/keeper once complaint has been resolved.
• Action payments and fee waivers according to set processes.
• Following a response being drafted and sent, provide feedback to relevant business areas to ensure the reasons for complaints are resolved.
• Ensure that teams are aware of any problems, which may have led to the complaint in the first instance as part of the continuous improvement process.
• Provide liaison via dedicated SI-POCs to all business areas.
• Support teams across POAS in drafting responses to difficult enquiries where appropriate.
• Liaising 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.
• This may also include collaborating with colleagues in supervision and investigations where a joined-up approach is required to provide a full and informed response.
• Investigate and draft responses to security breach complaints in line with GDPR and regularly liaise with IA on ICO complaints.
• 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.
• Draft responses for Tier 1+ complaints on behalf of senior leaders, as well as submissions to Ministers and provide assistance to independent Ombudsman enquiries.
• Work with teams such as the Quality Analyst team to provide complaints data to assist with ongoing customer focused work and priorities.
• Line management responsibilities in line with OPG/MoJ policies and procedures.
• Ensuring MI stats are completed daily according to business needs.
• Ensuring monthly stats and data requested from other business areas are submitted accurately and on time.
• Ensure NIPA log is created and submitted on the allotted day each week.
• Supporting the digital transactions unit by adhering to the banking rota.

Essential Skills

• Excellent communication skills (Written and oral) - Lead criteria
• Ability to organise and prioritise workloads.
• Ability to interpret information and make informed decisions - Lead criteria
• Familiarity with Microsoft Office Applications.
• Ability to empathise with customers.

Desirable Skills

• Previous experience of complaints handling.
• Knowledge of Lasting Powers of Attorney.
• Excellent communication skills (Written and oral) - Lead criteria
• Ability to interpret information and make informed decisions - Lead criteria

Assessment and Selection

The following methods will be used to assess your experience for this role: Experience Questions, Statement of Suitability; Application Form Question; Word Limit 250; Statement of Suitability Guidance. This recruitment will follow the Civil Service Success Profile process. Candidates will be expected to provide a Personal Statement of Suitability of no more than 750 words. Written Assessment will include a 45-minute test.

Working Arrangements

MoJ offers Hybrid Working arrangements where business need allows. The role can be UK-based and not overseas. A minimum of 60% of working time in an office is expected, subject to local estate capacity. Standard full-time hours are 37 per week. MoJ welcomes part-time, flexible and job-sharing patterns where they meet role and business needs.

EEO and Employee Benefits

The Office of the Public Guardian (OPG) is a disability confident employer and is committed to developing a supportive and inclusive environment. The Civil Service is committed to diversity and inclusion. The MoJ provides a range of benefits including annual leave, pension options, training, and flexible working policies.