Service Complaints Case Worker V3

Portsmouth - UK

Monthly Salary: Not Disclosed

Posted on: 4 hours ago

Vacancies: 1 Vacancy

Job Summary

The People and Training Directorate was formed on 31 Jan 20 following the integration of the ACNS Pers/NAVSEC and ACNS Trg/FOST Organisations. The Director People & Training (Dir P&T) is responsible for attracting training sustaining and retaining inspired capable and motivated people in an agile and flexible Whole Force to enable the Royal Navy to succeed on operations by putting our people capability first.

Additionally as the Naval Secretary they are responsible for advising theFirst Sea Lord & Chief of Naval Staffon all matters relating to Flag and General Officers appointing. They are supported in the fulfilment of these specific NAVSEC duties by the Naval Assistant.

Dir P&T is additionally responsible for all activities undertaken at Britannia Royal Naval College (BRNC) Command Training Centre Royal Marines (CTCRM) HMS RALEIGH HMS COLLINGWOOD the Institute of Naval Medicine HMS TEMERIARE and the Training Management Group (TMG) where the majority of individual Naval training is conducted including Phases 1 2 and 3 as well as hosting a number of lodger Units at these sites.

Dir P&T is additionally the Operating Duty Holder (ODH) for all Royal Marines Training undertaken at CTCRM and all Diving Training undertaken at the Defence Diving School at Horsea Island. They are supported in this Role by the Delivery Duty Holders for each of these activities and by SO1 Ops the Directorate Environmental & Safety Officer and Senior Operators for each activity.

The Directorate is currently undergoing a number of major change programmes which are focussed on delivering the P&T Strategy to ensure the whole force can: Join Well Train Well Work Well Live Well and Leave Well. To enable this we are transforming how the organisation is structured to ensure it runs well and driving digital and technological advancement to improve our people analytics and workforce planning to improve the lived experience of our people presenting opportunities for them to thrive and unlock their potential as valued and respected individuals who operate to fight and win.

Through the People Transformation Partners (PTP) who will be the principal P&T link for each 2* the P&T Vision & Strategy and people policies will be fully embedded links between each Directorate and the P&T directorate established and people capability put first. Working in partnership with the RN HRBPs. Where these cannot be resolved the Service Complaints and Litigation team as the Centre of Expertise will manage administer and resolve.

PURPOSE

Primary Purpose

The investigation and administration of all Service Complaints seeking legal advice from Service Complaint Legad SO2 where necessary and to provide the SC CWK TL with updates on case progression in order to meet KPI requirements

Secondary Purposes

To provide assistance to the Central Admissibility Team in drafting Heads of Complaints Admissibility Decision Letters and Engage in Early Resolution opportunities
To assist in actioning redress following the outcome of a Service Complaint and liaise with the Culture Team in actioning Organisational Learning and ensuring follow ups are completed.

SUPERIORS

Casework CPOWTR is directly accountable to Service Complaints Team leader as the first Reporting Officer and the SO1 Service Complaint Law as the second Reporting Officer.

AUTHORITY

Deal directly at the appropriate level with all other MOD/Fleet HQ divisions and directorates RN establishments and outside Agencies.
Sign correspondence on matters within the primary and secondary purposes.

TASKS

To liaise with MOD Navy and other authorities and persons in the discharge of their duties.
To prepare and submit full and accurate SC and other personnel casework files to the Deciding Authority in accordance with JSP 831 JSP 763 and BR3 and ensure that the appropriate authorities act on their directions and recommendations.
To provide secretariat and administrative support to Service Complaint Deciding Authorities (i.e. Decision Bodies Appeal Bodies the Admiralty Board and the Defence Council as appropriate) including the preparation of draft decision sheets and drafting the record of decision within 5 working days.
To assist in identifying and resolving Service Complaints through the quick win process where appropriate.
To ensure that all casework actions are entered on CMS promptly and accurately