Apply Now
Details
Reference number
Salary
Job grade
Contract type
Business area
Type of role
Investigation
Working pattern
Number of jobs available
Contents
Location
About the job
Job summary
The Independent Examiner of Complaints (IEC), was appointed in October 2022 as part of the Home Office response to Recommendation 20 of the Windrush Lessons Learned Review report.
The IEC is supported by a team of Civil Servants, the Office for the IEC, which sits within the Home Office Strategy Directorate.
The IEC service provides an independent complaint review function for those customers who have exhausted the Home Office complaints process and remain unhappy with the outcome.
The IEC team undertake a range of duties to support the IEC, including initial assessment, investigation and resolution of complaints, and the production of management information, thematic and data analysis to support wider learning.
The team also engage with colleagues from across the Department and beyond, to ensure learning is translated into practical improvements.
Job description
Our Investigation Case Managers (ICM) undertake desk based, case specific investigations that can be complex and lengthy.
The role of the ICM is to determine what happened, identify what should have happened and highlight any unremedied service failures. Any unremedied service failures can be addressed by agreeing settlement actions with the complainant and the Home Office, or through the production of a comprehensive, detailed draft report which will allow the IEC to adjudicate on the merits of the complaint.
The role will suit those with a high degree of focus, an enquiring mind and the ability to provide an excellent customer service, whilst managing a heavy caseload to meet tight deadlines.
Hybrid Working
This post is based in Stoke-on-Trent and, in line with HO Hybrid Working policy, there will be flexibility to adopt a hybrid working pattern which would see the post holder spend 40% of their week in the office, with the remainder working from home.
Person specification
Successful candidates can expect to be involved in a range of the following:
- Identifying scope to settle complaints at the earliest opportunity.
- Regular dialogue with complainants and relevant business area, gathering information to assist their investigation.
- Agreeing actions to address the complaint to the satisfaction of the complainant and the business.
- Ensuring the completeness and accuracy of the evidence gathered during the investigation, to support the Independent Examiner in reaching a fair and balanced conclusion.
- Analysing complex information and drafting of detailed reports.
- Attending case conferences with the Independent Examiner, to present detailed explanations of case events and support them in making their findings and any recommendations.
- Proactive approach in sharing insight with the wider IEC Team in understanding emerging trends to support the Home Office drive forward improvement activity.
- Managing an active caseload of between 11-15 investigations, whilst meeting challenging quality standards and productivity targets.
- Responsibility for own Continuous Professional Development.
Essential criteria
We are seeking candidates who are keen to develop themselves and this new high-profile team, so aptitude and enthusiasm are as important for this role as specific experience. However, the successful candidates will need to have:
- The ability to meticulously analyse high volumes of complex written evidence, extracting key facts and summarising succinctly.
- Strong drafting skills.
- Ability to make sound judgements.
- Proven organisational and time-management skills.
- Experience of developing and maintaining effective working relationships with colleagues, customers and stakeholders.
Desirable criteria
Ideally you will have:
- Experience of handling complex complaints and/or casework.
- Experience of working in a customer service environment.
- Experience of drafting for senior managers and/or stakeholders.
- Excellent communication and interpersonal skills.
- Able to identify trends/themes to be fed back to the relevant business area.
- Commitment to delivering results in a customer-focused environment.
- Confidence to work independently whilst also contributing to a team.
- Proficient using Microsoft Office.
Behaviours
We’ll assess you against these behaviours during the selection process:
We only ask for evidence of these behaviours on your application form:
- Making Effective Decisions
Benefits
- Learning and development tailored to your role
- An environment with flexible working options
- A culture encouraging inclusion and diversity
- A Civil Service pension with an average employer contribution of 27%
Things you need to know
Selection process details
As part of the application process, you will first be asked to confirm your eligibility by providing some basic personal information.
After submission of this first stage, you will be invited to complete a Civil Service Verbal Test. If you successfully pass this test, you will then be invited to complete the full application form. Please complete the online test as soon as possible (within 24-48 hours is recommended), the closing date for the test and full application form is 23:55 on Monday 7th August 2023. If you fail to complete the online test or full application before the deadline, your application will be withdrawn.
Guidance for the test will be available when you are invited to take the test. The tests are administered online and accessed via the Civil Service Jobs website.
If you successfully complete the test, you will be asked to complete:
- a CV detailing job history/skills
- a statement of suitability (personal statement) (maximum 750 words)
- provide evidence of the behaviour Making Effective Decisions (250 words maximum)
Further details around what this will entail are listed on the application form.
The statement of suitability should be aligned to demonstrate your skills and experience for the role and how you meet the essential criteria as detailed in the job description.
The sift will be held on the behaviour Making Effective Decisions and the statement of suitability (personal statement).
The CV will not be scored.
However, if a large number of applications are received, an initial sift will be conducted on the lead behaviour – Making Effective Decisions. Candidates who pass the initial sift will then be progressed to a full sift.
If you are successful at sift stage, you will be invited to an interview which will be a blended approach of strength-based and behaviour-based questions.
Sift and Interview dates
Sift is expected to take place from 14th August 2023.
Interviews are expected to take place week commencing 28th August 2023 or 4th September 2023.
We will try to meet the dates set out in the advert, however on occasions these dates may change.
Interviews will be carried out via video. Candidates will be required to have access to:
- A laptop (personal or work) with a working webcam
- Good internet connection
- Microsoft Teams
Further information
For meaningful checks to be carried out, individuals need to have lived in the UK for a sufficient period of time to enable appropriate checks to be carried out and produce a result which provides the required level of assurance. You should normally have been resident in the United Kingdom for the last 3 years if the role requires CTC clearance, 5 years for SC clearance and 10 years for DV. A lack of UK residency in itself is not necessarily a bar to a security clearance and applicants should contact the Vacancy Holder/Recruiting Manager listed in the advert for further advice.
A reserve list of successful candidates will be kept for 12 months. Should another role become available within that period you may be offered this position.
Every day, Home Office civil servants do brilliant work to develop and deliver policies and services that affect the lives of people across the country and beyond. To do this effectively and fairly, the Home Office is committed to representing modern Britain in all its diversity, and creating a welcoming, inclusive workplace where all our people are able to bring their whole selves to work and perform at their best.
We are flexible, skilled, professional and diverse. We work to recruit and retain disabled staff and area Disability Confident Leader. We are proud to be one of the most ethnically diverse departments in the civil service. We are a Social Mobility Foundation top 75 employer.
New entrants are expected to join on the minimum of the pay band.
Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant’s details held on the IFD will be refused employment.
For further information please see the attached notes for candidates which must be read before making an application.
Existing Civil Servants should note that some of the Home Office terms and conditions of employment have changed. It is the candidates responsibility to ensure they are aware of the Terms and Conditions they will adopt should they be successful in application and should refer to the notes for candidates for further details.
Transfer Terms: Voluntary.
If you are invited to an interview you will be required to bring a range of documentation for the purposes of establishing identity and to aid any pre-employment checks.
Please see the attached list of Home Office acceptable ID documents.
Any move to the Home Office 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 https://www.childcarechoices.gov.uk
Reasonable Adjustments
If a person with disabilities is at a substantial disadvantage compared to a non-disabled person, we have a duty to make reasonable changes to our processes.
If you need a change to be made so that you can make your application, you should:
- Contact Government Recruitment Service via HOrecruitment.grs@cabinetoffice.gov.uk as soon as possible before the closing date to discuss your needs
- Complete the Assistance Required section in the Additional Requirements page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you’re deaf, a language service professional
If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the Contact point for applicants section.
Feedback
Feedback will only be provided if you attend an interview or assessment.
Security
Nationality requirements
Working for the Civil Service
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).
Apply and further information
You may want to save a copy for your records.
Contact point for applicants
Job contact :
- Name : Home Office Resourcing Centre
- Email : HORCCampaignTeamCorporateEnablers@homeoffice.gov.uk
Recruitment team
- Email : HOrecruitment.grs@cabinetoffice.gov.uk
Further information
