About the job

Job summary

People lie at the heart of the Army’s operational capability; attracting and retaining the right numbers of capable, motivated individuals to deliver Defence outputs is critical. This is dependent upon maintaining a credible and realistic offer that earns and retains the trust of people in Defence. To achieve this, we need to be confident that they and their families will be treated fairly, and that Service veterans and their dependents will be respected and appropriately supported.

The Army Service Complaints Secretariat delivers an efficient, effective and fair process for Army personnel of all ranks to raise a grievance where they believe they have been wronged in their Service life. The team comprises of 80 full-time staff, both civilian and military, and a further 72 part-time staff; we work closely together to ensure that Service Complaints are addressed fairly and without delay.

This position is advertised at 37 hours per week. 

Job description

As a Case Manager you will be part of a mixed civilian and military team responsible for directly supporting the investigative and decision-making process for a wide variety of Army Service Complaints. The role is challenging but also very rewarding as it can result in a wrong committed against a service person being rectified.

The role is office based and requires attention to detail coupled with a desire to ensure that a soldier’s complaint is accurately investigated. You will need to have the confidence to speak with military personnel of all ranks and it is essential that you possess absolute discretion. For individuals directly involved in a Service Complaint the process can become stressful and bewildering, so a compassionate nature and clarity in both written and oral communications are essential requirements.

Person specification

Working closely with the team, our Case Managers are responsible for handling formal Army Service Complaints through to a decision on whether they should be upheld. This will involve:

Using an electronic Case Management software system to prepare and handle Service Complaint files.

Providing regular updates to those involved in the Service Complaint on progress through investigation to a conclusion.

Getting advice from colleagues, including legal advisers and specialist investigators, and providing advice on occasion to complaint management staff outside the Army Service Complaints Secretariat, such as unit Adjutants.

Disclosing an investigation report to those involved in the complaint, ensuring it has been appropriately redacted to avoid releasing personal information, then collating any comments that might be made as a result.

Delivering a completed case file in the correct format to the Decision Body to allow them to reach a decision on whether the complaint should be upheld, and the complainant awarded a redress.

Assisting in the preparation and administration of any face to face or online interviews as required by the Decision Body.

Ensuring that any lessons learnt during the investigation are identified so that the Service Complaints process continues to improve.

As a civil servant working alongside the Army, you will be part of a forward-looking organisation with inclusive work environment policies, excellent career prospects and a job that makes a difference.

The Army prides itself on being a supportive employer and where possible encourages flexible working, helping you to maintain a great work/life balance.

Benefits

Alongside your salary of £28,300, Ministry of Defence contributes £7,641 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

Things you need to know

Selection process details

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours and Experience.

We will use Success Profiles to inform the selection process and will assess you against the behaviours required for this role.  You will also be required to provide a personal statement of suitability evidencing your skill set/experience for the role.

The dates for sifting are to be confirmed but will take place within one week of the application closing. Face to face interviews will take place at APSG Andover, dates to be confirmed. A minimum of 2 working days' notice will be provided for interviews.

Candidates will be required to provide a statement of suitability (max 500 words).

At application you will be assessed against the following behaviours: 

• making effective decisions
  
• managing a quality service
  
• leadership
  

At interview you will be assessed against the following behaviours : 

• making effective decisions
• managing a quality service
• leadership
• communicating and influencing

The Civil Service embraces diversity and promotes equality of opportunity. There is a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria. If you need to advise us that you need additional help or reasonable adjustments for the recruitment process, please contact: DBSCivPers-Resourcingteam3@mod.gov.uk  

As a result of the changes to the UK immigration rules which came into effect on 1 January 2021, the Ministry of Defence will only offer sponsorship for a skilled worker visa under the points based system, where a role has been deemed to be business critical.  

The role currently being advertised has not been assessed as business critical and is therefore NOT open to applications from those who will require sponsorship under the points based system. Should you apply for this role and be found to require sponsorship, your application will be rejected and any provisional offer of employment withdrawn. 

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check. Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check (opens in a new window).

See our vetting charter (opens in a new window). People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window). The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria. The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.