Service Complaints Db 3

Portsmouth - UK

Monthly Salary: Not Disclosed

Posted on: 14 hours ago

Vacancies: 1 Vacancy

Job Summary

SERVICE COMPLAINTS AND LITIGATION SERVICE COMPLAINT DECIDING BODIES AND APPEAL BODIES

Primary Purpose

To decide Service Complaints at the Decision Body (DB) and Appeal Body (AB) level in accordance with the Armed Forces Act 2006 JSP 831 and BR3. And to act as the Presiding Officer in relation Unit Level Investigations (ULI) iaw BRd 172 as directed by the Service.

Authority

Section 340C of the Armed Forces (Service Complaint and Financial Assistance) Act 2015 (the Act) provides for the Defence Council (DC) to delegate its function in relation to a Service Complaint (SC) to a person or panel (hereinafter called the Decision Body (DB) and Appeal Body (AB)) to decide on a SC that has been found admissible.

Line Management

All Officers authorised to decide Service Complaints work for 2SL in the execution of their duties.

Legal and policy references

The following lays down the SC legal framework:

The Armed Forces Act 2006.
The Armed Forces (Service Complaints and Financial Assistance) Act 2015;
The Armed Forces (Service Complaints) Regulations 2015;
The Armed Forces (Miscellaneous Provisions) Regulations 2015;
The Armed Forces Commissioner (Service Complaints Investigations) Regulations 2026;
The Armed Forces (Transitional and Savings Provisions) Regulations 2015 and;
The Armed Forces (Commencement) Regulations 2015.
Policy guidance is provided at JSP 831 Redress of Individual Grievances: Service Complaints.

Duties of a Decision Body and Presiding Officer

The role of the DB and AB is outlined at Part 2 Chapter 5 and Chapter 6 to JSP 831 (as amended from time to time). In summary this role includes but is not limited to:
Ensuring the timely progression of the complaint.
Ensuring that a thorough investigation of the complaint takes place and the Complainant and all Respondents are given opportunity to comment on the said investigation.
Determine if the complaint is well-founded and if so determine what redress (if any) that is within your authority would be appropriate and to grant any such redress.
Exploring appropriate informal resolution opportunities (as long as such exploration does not unduly delay the progression of the complaint itself).
Ensuring the Complainant and all Respondents are kept informed of progress of the complaint (to also include explaining why any delays or administrative errors have taken place and how you intend to rectify any such issues).
When appropriate debriefing your decisions to the Complainant and all Respondents.
Capturing in your formal record of decision whether there are any Organisational Learning issues arising from this complaint.
Keeping a detailed record of your actions as the DB or AB.
Apply the Principles of Fairness laid out in JSP 831 Part 2 Annex H.
When acting as a Presiding Officer for an ULI to adhere to the principles seat out in BRd 172 and your terms of reference as set out by the Directing Officer.

Performance Attributes

Be principled and fair with an open mind. Must ensure just and equitable treatment is afforded to all parties involved in the Service Complaint; some of whom will be vulnerable.
Understand unconscious bias in order to ensure Service Complaints are decided fairly.
Be able to work collaboratively with an inquisitive analytical and pragmatic approach to problem solving.
Have good interpersonal skills with the ability to listen and to accurately decide sensitive and complex issues. This includes intelligence overlaid with empathy with a particular ability to analyse complex issues and the ability to transpose these issues into structured and effective decisions.
Have strong staff skills and the ability and willingness to spend time on accurate staff work ensuring that decisions (and debriefs) are returned in a timely manner keeping complaints within KPI.

Selection Process

Candidate applications with a maximum 2-page CV should be included with the application.
Applicants will undergo an initial eligibility sift. Successful applicants will have their details forwarded to the Post Sponsor to arrange interviews. Unsuccessful applicants will be advised accordingly.
Following interviews the successful applicant will be informed that they are the Preferred Candidate with details being sent to the CM RES FTRS Cell who will continue the recruitment process.
Once the recruitment process is complete then the Preferred Candidate will be invited to take up VERRS.

*THERE ARE 10 POSITIONS FOR THIS ADVERT*

SERVICE COMPLAINTS AND LITIGATION SERVICE COMPLAINT DECIDING BODIES AND APPEAL BODIESPrimary PurposeTo decide Service Complaints at the Decision Body (DB) and Appeal Body (AB) level in accordance with the Armed Forces Act 2006 JSP 831 and BR3. And to act as the Presiding Officer in relation Unit Lev...