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88907 - Tier 2 Complaints Officer
| Posting date: | 12 July 2024 |
|---|---|
| Salary: | £27,223 to £32,760 per year |
| Additional salary information: | The national salary range is £27,223 - £28,613, London salary range is £31,169 - £32,760. Your salary will be dependent on your base location |
| Hours: | Full time |
| Closing date: | 30 July 2024 |
| Location: | UK |
| Remote working: | Hybrid - work remotely up to 2 days per week |
| Company: | Ministry of Justice |
| Job type: | Permanent |
| Job reference: | 88907 |
Summary
Position: Tier 2 Complaints Officer
Company: Office of Public Guardian (OPG)
Location: National
Grade/Salary: Executive Officer (£27,223 minimum)
Contract Type: Permanent
Overview
The Office of the Public Guardian (OPG) protects people in England and Wales who may not have the mental capacity to make certain decisions for themselves, such as about their health and finance. This role will be critically important to achieving our vision of protecting and empowering people who may lack capacity, providing support to those who act on their behalf and promoting future choice and planning in advance of a lack of capacity.
You will be part of the Tier 2 Complaints Team, which is part of the wider Public Guardian's Office.
Your main role will be to investigate tier 2 complaints and draft responses for the Public Guardian (PG) and Senior Leadership Team, in particular correspondence sent directly to the PG by customers and MPs and provide assistance to Parliamentary and Health Service Ombudsman (PHSO) enquiries. You will also be required to draft responses on behalf of MOJ and OPG ministers
OPG main operations is spread across Birmingham and Nottingham however, this role is being recruited nationally with the expectation that travel to both sites will be required.
Key responsibilities include but are not restricted to the following:
• Investigate and respond to complaints and correspondence within 10 working days and actively seek feedback on your letters to ensure continuous improvement
• Draft responses and submissions for Ministers and provide assistance to independent Ombudsman enquiries
• Liaise 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
• Provide feedback to relevant business areas to ensure the reasons for complaints are resolved.
• Manage the OPG Complaints inbox to a high standard; red flagging tier 2 complaints to be allocated to team members via folders within inbox; identifying which complaints team or area to send other complaints/queries and send these on accordingly.
• Build relationships and work with teams across the organisation to resolve these problems, looking to reduce or eliminate similar complaints in the future – attend appropriate workshops on process changes to provide a complaints/customer perspective
• 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.
• Provide complaints data to the wider business to assist with ongoing customer focused work and priorities.
• Provide support and guidance and deliver bespoke complaints training to tier 1 complaints teams and other teams as necessary
• Review complaints via email and post/hard copy to assess which team holds responsibility to respond, and ensure complaints are scanned and send to teams in an efficient manner
• Attend relevant meetings with both colleagues and senior leaders and act as a complaints representative as required
• Any additional tasks appropriate to the grade as required.
Essential criteria
• Previous experience of complaint handling
• Excellent written and verbal communication skills with the ability to present complex messages to a range of audiences
• IT skills including proficiency in MS Word, Excel and Outlook.
• Experience of working to tight deadlines
Desirable criteria
• Experience of working with a range of stakeholders to achieve positive outcomes for the customer
Application process:
Sift
This vacancy is being advertised using Success Profiles. Candidates will be expected to provide a CV (2 pages of A4 maximum) plus a supporting personal statement of no more than 750 words explaining how they demonstrate the essential and desirable skills required for this role.
If you are successful at sift, you will be invited to an interview which will follow the Success Profile process.
Interview
Your interview will involve 3 parts testing you against your Behaviours, Strengths, and Technical Skills.
At interview candidates should expect strength-based questions and questions relating to the Civil Service behaviours outlined below.
Behaviours
• Communicating and Influencing (level 2) (assessed by written assessment at interview)
• Delivering at pace (level 2)
• Making effective decisions (level 2)
• Managing a quality service (level 2)
Delivery of the written assessment:
You will be provided with a brief for the written exercise 5 working days before your interview (via email) and will be required to return the assessment 1 day before your scheduled interview. The results from the written assessment will be used to support your overall interview scoring.
All interviews will be held remotely via MS Teams.
Feedback will only be provided if you attend an interview.
Reasonable Adjustments:
At OPG we are committed to ensuring our workplace remains diverse and inclusive place to work. We want to help you demonstrate your full potential whatever type of assessment is used. If you require any reasonable adjustments for any aspect of the selection process, do not hesitate to get in contact with us.
For further information on benefits of working for OPG, such as our Flexible Working Policy and a FAQ, please check the candidate information pack attached to this advert.
If your application for this role is unsuccessful, we may offer you an alternative role at the same or lower grade should one be available.
Company: Office of Public Guardian (OPG)
Location: National
Grade/Salary: Executive Officer (£27,223 minimum)
Contract Type: Permanent
Overview
The Office of the Public Guardian (OPG) protects people in England and Wales who may not have the mental capacity to make certain decisions for themselves, such as about their health and finance. This role will be critically important to achieving our vision of protecting and empowering people who may lack capacity, providing support to those who act on their behalf and promoting future choice and planning in advance of a lack of capacity.
You will be part of the Tier 2 Complaints Team, which is part of the wider Public Guardian's Office.
Your main role will be to investigate tier 2 complaints and draft responses for the Public Guardian (PG) and Senior Leadership Team, in particular correspondence sent directly to the PG by customers and MPs and provide assistance to Parliamentary and Health Service Ombudsman (PHSO) enquiries. You will also be required to draft responses on behalf of MOJ and OPG ministers
OPG main operations is spread across Birmingham and Nottingham however, this role is being recruited nationally with the expectation that travel to both sites will be required.
Key responsibilities include but are not restricted to the following:
• Investigate and respond to complaints and correspondence within 10 working days and actively seek feedback on your letters to ensure continuous improvement
• Draft responses and submissions for Ministers and provide assistance to independent Ombudsman enquiries
• Liaise 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
• Provide feedback to relevant business areas to ensure the reasons for complaints are resolved.
• Manage the OPG Complaints inbox to a high standard; red flagging tier 2 complaints to be allocated to team members via folders within inbox; identifying which complaints team or area to send other complaints/queries and send these on accordingly.
• Build relationships and work with teams across the organisation to resolve these problems, looking to reduce or eliminate similar complaints in the future – attend appropriate workshops on process changes to provide a complaints/customer perspective
• 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.
• Provide complaints data to the wider business to assist with ongoing customer focused work and priorities.
• Provide support and guidance and deliver bespoke complaints training to tier 1 complaints teams and other teams as necessary
• Review complaints via email and post/hard copy to assess which team holds responsibility to respond, and ensure complaints are scanned and send to teams in an efficient manner
• Attend relevant meetings with both colleagues and senior leaders and act as a complaints representative as required
• Any additional tasks appropriate to the grade as required.
Essential criteria
• Previous experience of complaint handling
• Excellent written and verbal communication skills with the ability to present complex messages to a range of audiences
• IT skills including proficiency in MS Word, Excel and Outlook.
• Experience of working to tight deadlines
Desirable criteria
• Experience of working with a range of stakeholders to achieve positive outcomes for the customer
Application process:
Sift
This vacancy is being advertised using Success Profiles. Candidates will be expected to provide a CV (2 pages of A4 maximum) plus a supporting personal statement of no more than 750 words explaining how they demonstrate the essential and desirable skills required for this role.
If you are successful at sift, you will be invited to an interview which will follow the Success Profile process.
Interview
Your interview will involve 3 parts testing you against your Behaviours, Strengths, and Technical Skills.
At interview candidates should expect strength-based questions and questions relating to the Civil Service behaviours outlined below.
Behaviours
• Communicating and Influencing (level 2) (assessed by written assessment at interview)
• Delivering at pace (level 2)
• Making effective decisions (level 2)
• Managing a quality service (level 2)
Delivery of the written assessment:
You will be provided with a brief for the written exercise 5 working days before your interview (via email) and will be required to return the assessment 1 day before your scheduled interview. The results from the written assessment will be used to support your overall interview scoring.
All interviews will be held remotely via MS Teams.
Feedback will only be provided if you attend an interview.
Reasonable Adjustments:
At OPG we are committed to ensuring our workplace remains diverse and inclusive place to work. We want to help you demonstrate your full potential whatever type of assessment is used. If you require any reasonable adjustments for any aspect of the selection process, do not hesitate to get in contact with us.
For further information on benefits of working for OPG, such as our Flexible Working Policy and a FAQ, please check the candidate information pack attached to this advert.
If your application for this role is unsuccessful, we may offer you an alternative role at the same or lower grade should one be available.