Subject to formal establishment, Joint boarding process and single Service (sS) policies, three vacancies will arise for an OF3 to serve as Tri Service Complaints Unit Case Manager A, B & Cat MOD Main Building (MB)on FTRS Home Commitment (HC) Terms and Conditions of Service (TaCoS), with an initial proposed start date of 4 January 2027 (or earlier/later, subject to formal establishment and candidate status).
Unit Function:
Deliver tri-Service oversight, assurance and implementation support for serious and sensitive Service Complaints.
Position Role:
Provide case management, assurance and operating-model support for the Tri-Service Serious Complaints Unit.
Responsibilities:
Delivery of the TSCU will take a phased approach. As the role matures, responsibilities may include the following:
Contribution to Future Model Design
- Support analysis of TSCU pilot evidence, including lessons identified and risks.
- Contribute to the development, testing and refinement of future operating model options.
- Support preparation of submissions and advice to senior governance and Ministers.
End-to-End Case Management
- Act as the accountable Case Manager for assigned serious Service Complaints as the TSCU operating model matures, with initial responsibilities focused on assurance, oversight and case progression activity.
- Maintain oversight of case progress, ensuring delivery within agreed timelines and in accordance with policy.
- Maintain accurate and auditable records within the case management system.
Triage and Assessment
- Support tri-Service triage activity, assessing complaints against defined seriousness and risk thresholds.
- Identify cases requiring independent handling due to complexity, risk, or sensitivity (e.g. BHD, welfare concerns, reputational risk).
Advice and Guidance
- Provide clear, consistent advice to those involved in the Service Complaints process.
- Ensure parties understand their rights, responsibilities and available support mechanisms.
Policy Compliance and Assurance
- Ensure all casework is compliant with JSP 831 and wider policy, including equality, diversity and inclusion considerations.
- Support consistency of decision-making through adherence to agreed standards and processes.
- Identify and escalate systemic issues, risks and trends.
Stakeholder Engagement
- Work across Defence with:
- Service Complaints Secretariats
- Legal advisers
- Chain of Command (as appropriate)
- External oversight bodies (including AFC)
- Enable consistent and coordinated handling of serious complaints across the Services.
Continuous Improvement
- Contribute to development of TSCU processes, guidance and working practices.
- Support improvements to data collection, assurance and performance monitoring.
Tri-Service Complaints Unit Case Manager A, B & C in London employer: Serve
Joining the team at Northwood HQ as an SO2 IWC Ops Delivery offers a unique opportunity to contribute to the mission of the IWC while enjoying a supportive work culture that values collaboration and professional growth. Employees benefit from structured development pathways, flexible working arrangements, and the chance to engage in high-level strategic operations that directly impact the Joint Force. With a commitment to excellence and a focus on employee well-being, Northwood HQ stands out as an exceptional employer for those seeking meaningful and rewarding careers in defence operations.
