Army Service Complaints Case Manager

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. 

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.

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.

We’ll assess you against these behaviours during the selection process:

• Making Effective Decisions
• Managing a Quality Service
• Leadership
• Communicating and Influencing

We only ask for evidence of these behaviours on your application form:

• Making Effective Decisions
• Managing a Quality Service
• Leadership

• 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%
• Remote working is supported and enabled with appropriate IT, however the postholder is expected to be able to work in the office for three days each week
• On-site parking, catering and gymnasium

The post does not offer relocation expenses. 

External recruits who join the MOD who are new to the Civil Service will be subject to a six-month probation period. 

Please Note: Expenses incurred for travel to interviews will not be reimbursed. 

Please be advised that the Department is conducting a review of all pay related allowances which could impact on those allowances that the post currently being advertised attracts.  

Any move to MOD 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/. 

The Ministry of Defence is committed to providing a safe and healthy working environment for its staff which includes educating them on the benefits of not smoking, protecting them from the harmful effects of second-hand smoke and supporting those who want to give up smoking. Under the Smoke-Free Working Environment policy, Smoking and the use of all tobacco products (including combustible and chewing tobacco products) will not be permitted anywhere in the Defence working environment however some exemptions are in place, please refer to local guidance. The policy is Whole Force and includes all Defence personnel, contractors, visitors and other non-MOD personnel. All applicants seeking, considering, or accepting employment with the Ministry of Defence should be aware of this policy and that it is already in place at a number of Defence Establishments.  

MOD Recruitment Satisfaction Survey – we may contact you regarding your experience to help us improve our customer satisfaction. The survey is voluntary and anonymous. You may however be given the opportunity to provide additional information to help us improve our service which includes the collection of some personal data as defined by the United Kingdom General Data Protection Regulation (UK GDPR). The MOD Privacy Notice sets out how we will use your personal data and your rights. 

Job contact :

• Name : Kerry Fraser
• Email : Kerry.fraser913@mod.gov.uk

Recruitment team

• Email : DBSCivPers-Resourcingteam3@mod.gov.uk