About the job

Job summary

Diverse Perspectives and experiences are critical to our success, and we welcome applications from all people from all backgrounds with the experience and skills needed to perform this role. We look forward to receiving your application.

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.

An exciting opportunity has arisen to take on a high-profile, diverse and challenging role as a core part of HSE’s dedicated Complaints and Correspondence function. You will have the opportunity to be part of a wide-ranging and autonomous unit that directly interacts with and supports both the Chair and Chief Executive in their strategic and day-to-day capacities.

Job description

You will be required to provide high quality, efficient and responsive administrative and organisational, support to the manager of Complaints, and support the Complaints Manager in our 3 tier complaints procedure as well as being the first point of contact for external and internal queries. You will be required to liaise with internal and external stakeholders, ensuring complaints and Chief Executive Official correspondence are handled in an efficient manner, completed within timescale, and documented in the appropriate database adhering to GDPR rules. In doing so you will:

• Provide support, advice and guidance to HSE colleagues who are preparing complaint/ CEO correspondence.
• Support the Complaints Manager with reviewing the current process and identifying where the service can be approved.
• Assist the Complaints Manager in promoting the complaints Process inclusive of but not extensive to: Set up meetings internal and external for the Complaints Manager, provide support on daily basis with Ad-Hoc, presenting presentations to HSE colleagues.
• Liaise with cross Government complaints teams and attend the six biannual Cross Government Complaints Forum
• You will support and manage Divisional communication and information systems, including management and oversight of relevant SharePoint sites and CM9.
• You will be required to handle sensitive information with care and be alert to potential GDPR issues.

At HSE, we are proud to be able to offer our people the opportunity to work in a hybrid way which combines working from home and the office. This is a voluntary, non-contractual arrangement and your allocated office will be your contractual place of work. There will be a requirement to travel to the office for various activities e.g., collaborative working, supporting and training colleagues. If hybrid working is suitable for you and your role, the arrangements will be determined primarily by business need, but personal circumstances and other relevant circumstances will also be taken into account. Therefore, we would encourage candidates to consider if the commute from home to the office is a feasible distance to travel before making an application. Please note that if you are successful, hybrid working will be discussed prior to taking up the post.

Person specification

Essential Criteria

you will need to demonstrate the ability to:

• You will need good verbal and written communication skills.
• Highlight time and business critical issues as they arrive in inbox’s.
• Deal effectively and efficiently with those at a senior level and develop strong relationships with their support teams.
• Building productive relationships with internal/external stakeholders and identify and manage their differing needs.
• Have strong organisational skills and the ability to manage and prioritise several tasks at once.
• Act professionally and with integrity at all times due to the often-sensitive nature of workload.
• You should be able to prioritise your time effectively and show flexibility in pace and ways of working.
• Experience of using Microsoft Office software tools including Outlook, Word, PowerPoint and Excel (or if not a willingness to learn).

Desirable:

• Previous experience of handling complaints or working with an Ombudsman
• Experience in coordination of documentation
• The ability to demonstrate your resilience and focus when working in a busy office environment.

Benefits

Alongside your salary of £27,316, Health and Safety Executive contributes £7,375 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.

Application information

As part of your application, you will be invited to complete a 500-word personal statement and two behaviour statements as specified on the advert.

Application Guidance

Please access the following link for guidance on how to apply and how to complete a personal statement https://www.civil-service-careers.gov.uk/how-to-apply/

Sift information

At Sift you will be assessed on your personal statement and two behaviours.

The Sift will take place week commencing 29th January 2024.

Interview Information

At interview, you will be assessed against the behaviours detailed within the job advert. You will also be asked questions on your experience. 

Interviews will take place week commencing 12th February 2024.

These dates may be subject to change based on panel availability. 

Further Information

It is the candidate’s responsibility to ensure they are aware of the terms and conditions they will adopt should they be successful in their application.

For a summary of HSE terms and conditions as part of Civil Service Reform, please see the attached document.

Any move to HSE from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax Free Childcare. Determine your eligibility at here

If you have a disability and you need an application form in an alternative format or you would like to know more about our recruitment process, please contact: hr.resourcing-team@hse.gov.uk

Please note, if you are a current civil servant and you are currently undergoing any of the following formal actions your application will not be progressed any further; Formal discipline action, any formal action regarding attendance, poor performance or any restriction of duties as a result of disciplinary action.

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

Security

Successful candidates must undergo a criminal record check. 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.