"SO1 Case Management and Investigations " in Winchester

Winchester Full-Time On-site

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This is a key role leading the largest team in Army Service Complaints Secretariat, delivering through life case management and investigation of Army SC to their conclusion.
The postholder allocates SC for management, investigation and decision, including to Regular Reserve Decision and Appeal Bodies rank ranged from Lt Col to Maj Gen. They must ensure timelines are adhered to and Decisions made are consistent and comply with legislation and policy. Additionally they will design and deliver pan-departmental training intervention resulting from lessons identified through the internal assurance process.

1. Deliver through life case management and investigation of Service Complaints (SC) to their conclusion on behalf of Defence Council.
2. Command and leadership of a diverse whole force team of c.130 mil and CS pers ranging from AO to OF7 in the delivery of SC.
3. Assign admissible SC to a dedicated team of military and civil service Case Managers for management through to decision.
4. Assign investigations to the Service Complaint Investigation Team (SCIT) and with delegated authority, appoint a SC Decider as required.
5. Provide welfare support, training and development, annual reporting and MS to mil and civil service Case Managers, and the SCIT.
6. Design and deliver pan-departmental training intervention resulting from lessons identified through the internal assurance process.
7. As SME, provide informed advice both internally and externally on SC process, policy, legislation and other matters as required.
8. Support and lead other tasks as required by the Service Complaints Secretary, Hd APSG and wider business, in accordance with business need.