Service Complaint Decider

Vacancy summary

Recruiting Service   Army SERVE Ref/JPAN/URN   APC/CMOps/2024_15903 NATO Rank(s)   OF-4 - Cdr - Lt Col - Wg Cdr UK Rank(s)   Lieutenant-Colonel Closing date  

05/11/2024, 23:55 

Anticipated start date   April 2025 Commitment length   12 mths Post Owner Email   charles.routh603@mod.gov.uk Open to personnel from   Army Branch/Trade/Profession   Any Specialisation   Personnel Location   APSG Region   Hampshire Country   United Kingdom Engagement type   Volunteer Ex Regular Reserve

Vacancy detail

Task requirements   This post is available under Voluntary Employment ex Regular Reserves (VeRR) terms of service and is suited to someone seeking the flexibility of part-time work for up to 90 days pa, potentially as part of a portfolio career. The initial contract will be for 12 months but can be extended in accordance with Reserve Land Forces Regulations up to the age of 65. Maximum age at time of acceptance is 60 years old.

The Service Complaint (SC) Decider is a critical appointment within the Service Complaints system and is a very individual responsibility.  They are responsible in law for their determination, including at Employment Tribunal and Judicial Review.   The decision that they make will have profound consequences on the individuals involved and on the institution.  These decisions and determinations are binding and irrevocable unless overturned by either a formally appointed Appeal Body or by the Service Complaints Ombudsman for the Armed Forces (SCOAF).  The postholder must act as a Decider, primarily at Decision Body level, to decide Service Complaints on behalf of the Army Board / Defence Council in accordance with JSP 831.

They must write determinations of Service Complaints, taking appropriate advice where necessary, and where they find that a complainant has been wronged, must identify suitable redress within delegated powers, including financial redress. Essential competencies   The postholder must be able to make effective decisions on written evidence and have a proven understanding of Service and professional issues.

They must have excellent verbal and written skills, and must be able to identify, analyse and resolve complex issues.  Desirable competencies   Unit command and attendance on PSC(J) are desirable.

Experience working with Teams, Outlook, Word and SharePoint are very desirable. 

Previous experience as a Staff Officer in a Formation HQ is desirable. Selection Process   selection filter to boarding Additional information   Remote working is the norm and supported with appropriate IT, but there may be a requirement to attend periodic week-day meetings and training in Andover. This post is compatible with a portfolio career, however
incumbents will be expected to undertake a number of SC each year and be available for 45-90 RSDs annually keeping SC Sec appraised of their availability. Once accepted the incumbent will be required to meet the Defence KPI for SC resolution.

The postholder must also be aware of the following:
- The requirement for absolute discretion as the incumbent will handle daily, confidential personal
information of a highly sensitive nature.
- Attention to detail and the requirement for accuracy in their work as mistakes can have a
disproportionate effect elsewhere in the Service Complaint process.
- Compassionate understanding of the nature of the work and the impact of undue delay in the
process.

Further information and applications to Unit POC: Major Charles Routh

Unit POC email: charles.routh603@mod.gov.uk

Please complete an Army Reserve CV and PPP (available at the bottom of the