A vacancy will arise for a FS/WO/Flt Lt (Any Profession) to serve as a Service Complaints Case Manager at RAF High Wycombe on FTRS (HC) Terms and Conditions of Service (TCoS) with an initial proposed start date of 01 February 27. Flexible working arrangements may/is available to allow working from an Alternative Working Address and will be open to negotiation, depending upon the needs of the Service and the individual.
The role is responsible for:
a. Conducting timely additional investigation at DB or AB where required, including effective liaison with external agencies (e.g. DBS).
b. Provision of timely updates to complainants and respondents throughout the DB/AB process in accordance with JSP 831 and any additional direction given.
c. The efficient staffing of DB/AB SCs to the appropriate DB/AB.
d. Assisting DB/ABs by providing SME advice and guidance on draft Decision Letters.
e. Distributing the signed Decision and Appeal Letters to the Complainant, respondent(s) and any action addressees as directed.
f. Attend a DB/AB hearing as required to assist with note taking and providing guidance on the case file.
g. Organise and facilitate bespoke Case Conferences/Hearings where appropriate.
h. Draft business cases for financial compensation and liaise with DRes and HM Treasury as required.
i. Ensuring electronic files are appropriately produced and maintained for each case.
j. Maintaining a current and accurate record of the SC on JPA and the Service Complaints Tracker. This is to include an accurate record of every discussion/telecom conducted in relation to each case.
k. Conduct appropriate Information Management to maintain an accurate JPA record, storage of e-documents on e-dossier and cleardown of the TeamSite upon case closure.
l. Provide information to the SC Ombudsman (SCO) as required through the SCO Coordinator.
m. Maintain an expert knowledge of JSP 831 and JSP 763.
n. Respond to requests for information from external sources through SO1 SCT.
o. By position, SCT OC will hold day to day management of the post and other tasks maybe required to be undertaken as directed by SO1 OC.
SCT Case Manager 1 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.
