RAF AFC Case Manager
| Dyddiad hysbysebu: | 09 Ionawr 2026 |
|---|---|
| Cyflog: | £37,720 bob blwyddyn, pro rata |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 08 Chwefror 2026 |
| Lleoliad: | High Wycombe, Buckinghamshire |
| Gweithio o bell: | Hybrid - gweithio o bell hyd at 2 ddiwrnod yr wythnos |
| Cwmni: | Ministry of Defence |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: |
Crynodeb
The AFC is a newly established, dedicated champion for our Regular and Reserve personnel and their families; a landmark step in demonstrating our commitment to supporting those who serve our nation. Acting as an independent champion, the AFC provides a direct route for serving personnel and their families to raise concerns about welfare issues that may impact on their service lives and ability to serve.
The Commissioner subsumes the roles and responsibilities of the Service Complaints Ombudsman, providing independent and impartial oversight of the Service Complaints system. They have the power to help Service personnel access the Service Complaints system, review aspects of the handling of individual Service Complaints, and report on the efficiency, effectiveness, and fairness of the system as a whole.
They also have the discretion to conduct individual and thematic investigations into specific and broader welfare issues facing Service personnel and their families. The independent reports and recommendations they publish will highlight these issues to Parliament and the wider public, holding the government and the Armed Forces to account.
As an RAF AFC Case Manager, you will support AFC investigations through management of General Service Welfare matters submitted by members of the Armed Forces and their families, in accordance with legislation. You will also assist the RAF Service Complaints Team with complaints submitted by members of the Armed Forces in accordance with legislation and Policy, as required.
General Service Welfare Cases
Case Managers are responsible for managing General Service Welfare cases the AFC assigns to the RAF as a Relevant Body. You will be responsible for acknowledging the case; gathering the evidence required by the ToRs set by the AFC; keeping the AFC staff updated on progress; making recommendations on possible remedies where appropriate; co-ordinating delivery of any final actions directed by the AFC that lie within the RAF’s Area of Responsibility and updating the AFC.
Service Complaint Cases
Case Managers are responsible for managing individual casework, assessing risk, investigating allegations and overseeing and supporting caseworkers. You will liaise with all parties to the complaint or case management providing excellent customer service and produce Investigation reports or casefiles for Deciding Bodies as appropriate. Where you are concerned about the welfare of a participant to a complaint you will seek legal advice from the Senior Case Manager as to how to provide support to the individual and request legal advice from RAF Legal Services as required.
Acknowledge and manage individual welfare issues assigned by the Armed Forces Commissioner.
Gathering the evidence required by the welfare investigation ToRs set by the AFC.
Provide regular, meaningful updates to all participants of a complaint or casework in accordance with policy and legislation.
Ensure high quality and timely evidence gathering.
Manage and prioritise an active casework load.
Engage routinely with all case participants, AFC staff, and other stakeholders, including effective management of expectations.
Ensure all key documentation and reporting metrics are filed correctly on the casework management system.
Provide additional information relating to welfare investigations to AFC staff as required.
Maintain effective working relationships with the AFC staff, other relevant bodies and internal stakeholders.
On completion of an investigation into a Service Complaint, prepare and distribute redacted and assured Service Complaint Case Files for disclosure, and collate comments received.
Deliver the completed Case File to the decision maker in accordance with relevant legislation and policy in the correct format to allow them to reach an informed Decision.
Provide any additional material of investigation as required by the decision maker.
Demonstrate behaviours in accordance with MOD Values & Standards.
Additional commensurate responsibilities as required.
This position is advertised at 37 hours per week.
Please note, candidates will be redirected to the Civil Service Jobs website where you will need to submit your application form. Please note the closing date above is incorrect and cannot be amended so please check the closing date on Civil Service Jobs and allow enough time to submit your application form.
The Commissioner subsumes the roles and responsibilities of the Service Complaints Ombudsman, providing independent and impartial oversight of the Service Complaints system. They have the power to help Service personnel access the Service Complaints system, review aspects of the handling of individual Service Complaints, and report on the efficiency, effectiveness, and fairness of the system as a whole.
They also have the discretion to conduct individual and thematic investigations into specific and broader welfare issues facing Service personnel and their families. The independent reports and recommendations they publish will highlight these issues to Parliament and the wider public, holding the government and the Armed Forces to account.
As an RAF AFC Case Manager, you will support AFC investigations through management of General Service Welfare matters submitted by members of the Armed Forces and their families, in accordance with legislation. You will also assist the RAF Service Complaints Team with complaints submitted by members of the Armed Forces in accordance with legislation and Policy, as required.
General Service Welfare Cases
Case Managers are responsible for managing General Service Welfare cases the AFC assigns to the RAF as a Relevant Body. You will be responsible for acknowledging the case; gathering the evidence required by the ToRs set by the AFC; keeping the AFC staff updated on progress; making recommendations on possible remedies where appropriate; co-ordinating delivery of any final actions directed by the AFC that lie within the RAF’s Area of Responsibility and updating the AFC.
Service Complaint Cases
Case Managers are responsible for managing individual casework, assessing risk, investigating allegations and overseeing and supporting caseworkers. You will liaise with all parties to the complaint or case management providing excellent customer service and produce Investigation reports or casefiles for Deciding Bodies as appropriate. Where you are concerned about the welfare of a participant to a complaint you will seek legal advice from the Senior Case Manager as to how to provide support to the individual and request legal advice from RAF Legal Services as required.
Acknowledge and manage individual welfare issues assigned by the Armed Forces Commissioner.
Gathering the evidence required by the welfare investigation ToRs set by the AFC.
Provide regular, meaningful updates to all participants of a complaint or casework in accordance with policy and legislation.
Ensure high quality and timely evidence gathering.
Manage and prioritise an active casework load.
Engage routinely with all case participants, AFC staff, and other stakeholders, including effective management of expectations.
Ensure all key documentation and reporting metrics are filed correctly on the casework management system.
Provide additional information relating to welfare investigations to AFC staff as required.
Maintain effective working relationships with the AFC staff, other relevant bodies and internal stakeholders.
On completion of an investigation into a Service Complaint, prepare and distribute redacted and assured Service Complaint Case Files for disclosure, and collate comments received.
Deliver the completed Case File to the decision maker in accordance with relevant legislation and policy in the correct format to allow them to reach an informed Decision.
Provide any additional material of investigation as required by the decision maker.
Demonstrate behaviours in accordance with MOD Values & Standards.
Additional commensurate responsibilities as required.
This position is advertised at 37 hours per week.
Please note, candidates will be redirected to the Civil Service Jobs website where you will need to submit your application form. Please note the closing date above is incorrect and cannot be amended so please check the closing date on Civil Service Jobs and allow enough time to submit your application form.