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Army - Service Complaints Admissibility Operations Manager
| Posting date: | 17 May 2025 |
|---|---|
| Salary: | £29,580 per year, pro rata |
| Hours: | Full time |
| Closing date: | 16 June 2025 |
| Location: | SP11 8HJ |
| Remote working: | On-site only |
| Company: | Ministry of Defence |
| Job type: | Permanent |
| Job reference: | 404816 |
Summary
The Army Service Complaints Secretariat is made up of 156 full-time and part-time staff, working closely together to provide a fair, efficient and effective grievance process for Army personnel. Working within this you will lead a mixed team of 2 civil servants and 1 soldier to provide operational support to the 10 strong Centralised Admissibility Team.
Key responsibilities:
Responsible for initial receipt and onward processing to their admissibility, of all Service Complaints submitted by Army personnel.
Receive all Army Service Complaints submitted either direct to the Army Service Complaints Secretariat or via the Service Complaints Ombudsman for the Armed Forces.
Run a dedicated team of three to ensure Service Complaint Case Files are created and maintained on the electronic Case Management System.
Work closely with your team and military colleagues to ensure Service Complaints are processed correctly, gathering additional information as the need arises.
By acquiring a thorough working knowledge of Service Complaint policy, you will be able to provide advice, direction and support for the progression of Service Complaints and for policy and legislative changes.
Ensure that any lessons learnt during the early stages of a complaint are identified so that the Service Complaints process continues to improve.
Provide support to process all Army Service Complaints to an admissibility decision. The role is challenging but also very rewarding as it can result in a wrong committed against a service person being rectified.
You will need to have the confidence to speak with military personnel of all ranks and must also possess absolute discretion.
The role is office based and requires attention to detail coupled with a desire to ensure that a soldier’s complaint is properly investigated.
(Remote working within this role is something that can be discussed at interview stages or with your future line manager if you are found successful.)
Key responsibilities:
Responsible for initial receipt and onward processing to their admissibility, of all Service Complaints submitted by Army personnel.
Receive all Army Service Complaints submitted either direct to the Army Service Complaints Secretariat or via the Service Complaints Ombudsman for the Armed Forces.
Run a dedicated team of three to ensure Service Complaint Case Files are created and maintained on the electronic Case Management System.
Work closely with your team and military colleagues to ensure Service Complaints are processed correctly, gathering additional information as the need arises.
By acquiring a thorough working knowledge of Service Complaint policy, you will be able to provide advice, direction and support for the progression of Service Complaints and for policy and legislative changes.
Ensure that any lessons learnt during the early stages of a complaint are identified so that the Service Complaints process continues to improve.
Provide support to process all Army Service Complaints to an admissibility decision. The role is challenging but also very rewarding as it can result in a wrong committed against a service person being rectified.
You will need to have the confidence to speak with military personnel of all ranks and must also possess absolute discretion.
The role is office based and requires attention to detail coupled with a desire to ensure that a soldier’s complaint is properly investigated.
(Remote working within this role is something that can be discussed at interview stages or with your future line manager if you are found successful.)