Westminster
Job Summary
About the Armed Forces Commissioner (AFC)
The AFC is a newly established, dedicated champion for our Regular and Reserve personnel and their families; a landmark step in demonstrating our commitment to supporting those who serve our nation. Acting as an independent champion, the AFC provides a direct route for serving personnel and their families to raise concerns about welfare issues that may impact on their service lives and ability to serve.
The Commissioner subsumes the roles and responsibilities of the Service Complaints Ombudsman for the Armed Forces (SCOAF), providing independent and impartial oversight of the Service Complaints system. They have the power to help Service personnel access the Service Complaints system, review aspects of the handling of individual Service Complaints, and report on the efficiency, effectiveness, and fairness of the system as a whole.
They also have the discretion to conduct individual and thematic investigations into specific and broader welfare issues facing Service personnel and their families. The independent reports and recommendations they publish will highlight these issues to Parliament and the wider public, holding the government and the Armed Forces to account.
About The Post
As the Head of Assessments, you will have responsibility for the effective operation of the AFC’s customer-facing Assessment Team, responsible for processing all enquiries and applications made to the AFC. This is a forward-facing role, with significant impact on the delivery of the AFC’s investigative responsibilities for both Service Complaints and General Service Welfare matters. Leading a new team within the AFC, you will be expected to effectively lead and manage this team through a period of change, supporting their development whilst providing excellent service to customers, and identifying areas for continuous improvement.
This position is advertised at 37 hours per week.
Job Description
- Lead the dedicated Assessment Team, responsible for determining the eligibility of applications made to the AFC, conducting triage assessments, and determining the appropriate routing of complaints to an investigative body.
- Manage the delivery of high quality and timely processing of contacts and assessments of complaints, providing quality control of assessment decisions in relation to Service Complaints and General Service Welfare matters.
- Manage risk by leading the team’s delivery of assessments, acting as a point of escalation for areas of concern and raising high risk cases with the Senior Leadership Team where required.
- Work closely with the Head of Service Complaint Investigations and Head of Welfare Investigations to manage the AFC’s caseload and the progression of issues through the relevant complaints processes.
- Understand and apply the Commissioner’s vision and values and act as a role model for achieving change and continuous improvement by delivering excellence in complaints handling and sharing best practice.
- Alongside the Investigations Heads, establish strong stakeholder relationships with the MOD and Service Complaint personnel in respect of the operational matters both within AFC and the Services, to share insight, learning and identify risks and challenges.
- Manage resources effectively, ensuring the team is properly supported and developed to deliver on its objectives.
- Oversee a new telephone system and case management system at the customer facing end of the AFC.
- Identify, capture and share areas of continuous improvement for the betterment of the AFC and service users.
- In collaboration with the Quality Assurance Manager, conduct quality assurance on the outputs of the Assessment Team.
- Deputise for the Grade 6 Senior Head of Assessment and Corporate Operations as required.
- Line management responsibilities will be required, including ensuring the team are able to fulfil their roles and objectives, and that staff are appropriately trained to maintain a strong customer service experience.
- Lead the dedicated Assessment Team, responsible for determining the eligibility of applications made to the AFC, conducting triage assessments, and determining the appropriate routing of complaints to an investigative body.
- Manage the delivery of high quality and timely processing of contacts and assessments of complaints, providing quality control of assessment decisions in relation to Service Complaints and General Service Welfare matters.
- Manage risk by leading the team’s delivery of assessments, acting as a point of escalation for areas of concern and raising high risk cases with the Senior Leadership Team where required.
- Work closely with the Head of Service Complaint Investigations and Head of Welfare Investigations to manage the AFC’s caseload and the progression of issues through the relevant complaints processes.
- Understand and apply the Commissioner’s vision and values and act as a role model for achieving change and continuous improvement by delivering excellence in complaints handling and sharing best practice.
- Alongside the Investigations Heads, establish strong stakeholder relationships with the MOD and Service Complaint personnel in respect of the operational matters both within AFC and the Services, to share insight, learning and identify risks and challenges.
- Manage resources effectively, ensuring the team is properly supported and developed to deliver on its objectives.
- Oversee a new telephone system and case management system at the customer facing end of the AFC.
- Identify, capture and share areas of continuous improvement for the betterment of the AFC and service users.
- In collaboration with the Quality Assurance Manager, conduct quality assurance on the outputs of the Assessment Team.
- Deputise for the Grade 6 Senior Head of Assessment and Corporate Operations as required.
- Line management responsibilities will be required, including ensuring the team are able to fulfil their roles and objectives, and that staff are appropriately trained to maintain a strong customer service experience.
Person specification
Essential Experience
- Experience of handling complex complaints, casework or investigations.
- Experience of leading and managing in a customer facing call centre, assessment, or triage function.
- Ability to analyse large volumes of data and reach reasoned, justifiable conclusions and writing clear, well-reasoned decisions.
- Ability to interpret and apply regulations, policies and legislation to real life situations.
- Quality assuring work within the team and regularly providing feedback to support individual and team development.
- Ability to deal with a wide range of people both sensitively and robustly, especially external stakeholders.
- A strong understanding and proven application of the importance of Equality,
- Diversity and Inclusion.
- Demonstrable track record in effective communication and operational delivery.
- Ability to ensure good quality management information.
- Experience of leading and developing teams.
- Excellent written and verbal communication skills.
- Excellent customer service experience.
Desirable Experience
- Service delivery experience for customer-facing services.
- Qualifications relevant to complaint handling, casework, and/or investigations.
- Experience working as an Ombudsman, or for an ombudsman organisation.
- Knowledge of Defence and the Armed Forces.
Behaviours
We'll assess you against these behaviours during the selection process:
- Communicating and Influencing
- Leadership
- Changing and Improving
- Making Effective Decisions
We only ask for evidence of these behaviours on your application form:
- Communicating and Influencing
- Leadership
Alongside your salary of £61,630, Ministry of Defence contributes £17,854 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.
- 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 employer contribution of 28.97%
Where business needs allow, some roles may be suitable for a combination of office and working from home as part of a non-contractual hybrid working arrangement. All office-based employees will be expected to spend a minimum of 60% of their working time in office, subject to site capacity and any required workplace adjustments. Requirements to attend other locations for official business, or work in another MOD workplace, will also count towards this level of office attendance. Applicants can request further information regarding how this and other flexible working arrangements may work in their team from the Vacancy Holder (see advert for contact details). Defence Business Services cannot respond to any questions about working arrangements.
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 Policy Notice sets out how we will use your personal data and your rights.
Artificial intelligence
Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.
Selection process details
This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours and Experience.
This vacancy is using Success Profiles (opens in a new window), and will assess your behaviours and experience.
Candidates will be required to provide CV details to include job history, qualification details, previous skills and experience and a personal statement of 750 words. The personal statement should provide evidence of how you have met the behaviours and experience listed.
At
sift stage, you will be assessed against the following Success Profile Behaviours:
- Communicating and Influencing
- Leadership
If there is a high volume of applications candidates will be sifted on the Communicating and influencing behaviour.
At
interview stage, you will be assessed against the following Success Profile Behaviours:
- Communicating and Influencing
- Leadership
- Changing and Improving
- Making Effective Decisions
If selected for interview these will be held in London. Anticipated dates for interview are February 2026.
The Civil Service embraces diversity and promotes equality of opportunity. There is a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria. If you need to advise us that you need additional help or reasonable adjustments for the recruitment process, please contact: DBSCivPers-Resourcingteam3@mod.gov.uk .
As a result of the changes to the UK immigration rules which came in to effect on 1 January 2021, the Ministry of Defence will only offer sponsorship for a skilled worker visa under the points based system, where a role has been deemed to be business critical. This role does not meet that category and we will not sponsor a visa. It is therefore NOT open to applications from those who will require sponsorship under the points based system.
Should you apply for this role and be found to require sponsorship, your application will be rejected and any provisional offer of employment withdrawn.
The Ministry of Defence requires all candidates who are successful at interview to declare any outside interests. These declarations will be discussed with successful candidates following the interview process and before a formal offer of employment is made, as some outside interests may not be compatible with MOD civilian roles. This will not, in the majority of cases, prevent employment in MOD, but it is a measure that must be taken to ensure that appropriate mitigations can be put in place to manage any potential, perceived or actual conflicts of interest from the first day of employment.
The Ministry of Defence adopts a zero-tolerance approach to unacceptable behaviours, which includes bullying, harassment, sexual harassment, discrimination, and victimisation. You will not be eligible and will not be considered for this post if you have been dismissed from a role for such unacceptable behaviours within the last five years. This will also apply if you resign or otherwise leave a role but, because of an adverse decision, would have been dismissed for gross misconduct had you continued in that employment. Pre-employment checks will be carried out
Feedback will only be provided if you attend an interview or assessment.
This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours and Experience.
Security
Successful candidates must undergo a criminal record check.
Successful candidates must meet the security requirements before they can be appointed. The level of security needed is developed vetting (opens in a new window).See our vetting charter (opens in a new window).
People working with government assets must complete baseline personnel security standard (opens in new window) checks.
Successful candidates must undergo a criminal record check.
Successful candidates must meet the security requirements before they can be appointed. The level of security needed is developed vetting (opens in a new window).See our vetting charter (opens in a new window).
People working with government assets must complete baseline personnel security standard (opens in new window) checks.
Nationality requirements
This Job Is Broadly Open To The Following Groups
- UK nationals
- nationals of the Republic of Ireland
- nationals of Commonwealth countries who have the right to work in the UK
- nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
- nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
- individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
- Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service
Further information on nationality requirements (opens in a new window)
Working for the Civil Service
The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.
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).
The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.
The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.
The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.
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).
The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.
The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.
Diversity and Inclusion
The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).
This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.
Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.
Contact point for applicants
Job Contact
- Name : Tariq Khan
- Email : Tariq.Khan106@mod.gov.uk
Recruitment team
- Email : DBSCivPers-Resourcingteam3@mod.gov.uk
Further information
Please ensure you read the attached candidate information document prior to completing your application. If you are dissatisfied with the service you have received from DBS, or believe that DBS has failed to follow the recruitment process in line with the Civil Service Commission principles of selection for appointment on merit on the basis of Fair and Open competition, you can raise a formal complaint by writing to DBS at the following address: Defence Business Services, Scanning Hub, Room 6124, Tomlinson House, Norcross Lane, Blackpool, FY5 3WP. If after raising your complaint with DBS you remain dissatisfied you can complain directly to the Civil Service Commission at the following address: Civil Service commission, Room G/8, 1 Horse Guards Road, London, SW1A 2HQ Or by email: info@csc.gov.uk.
