Deputy Head of Complaints (Ref: 16340)

Job summary

This position is based Nationally

Job description

Role: Deputy Head of Complaints

Business: Office of Public Guardian (OPG)

Location: National (Hybrid working with some attendance at office sites: OPG Sites or at nearest MoJ Hub)

Grade: Senior Executive Officer (SEO)

Salary: National: £42,914, London: £49,325

Contract Type: Permanent

Minimum Hours: 30 hours per week

Organisational Overview

The Office of the Public Guardian (OPG) protects people in England and Wales who may not have the mental capacity to make certain decisions for themselves, such as about their health and finance. We are an Executive Agency of the Ministry of Justice (MoJ), set up in 2007 following the introduction of the Mental Capacity Act of 2005.

OPG is responsible for registering lasting powers of attorney (LPA) and enduring powers of attorney (EPA) and supervising deputies who are appointed by the Court of Protection.

OPG is a fantastic place to work offering a range of development opportunities. The OPG is a disability confident employer and is committed to developing a supportive and inclusive environment that reflects the diverse community we serve.

OPG is currently delivering an ambitious transformation programme. This will change the way we provide services and help us meet the growing needs of our users, partners and our stakeholders. It will make sure our users experience a better level of support and will help us to respond to the changing needs of society. Transformation will ensure we can better support adults at risk and create high-quality services that are accessible and affordable.

Team Overview

The Office of the Public Guardian (OPG) is establishing a centralised complaints function to bring together complaints handling and official correspondence across the organisation. This function will provide a consistent and coordinated approach to managing Tier 1 and Tier 2 complaints, MP and Ministerial correspondence, Parliamentary Questions and engagement with the Parliamentary and Health Service Ombudsman (PHSO).

The Deputy Head of Complaints will support the Head of Complaints in the delivery of this function, ensuring complaints and correspondence are handled fairly, consistently and within agreed timeframes. The role will provide day-to-day operational leadership for the complaints team and help ensure the service meets the Parliamentary and Health Service Ombudsman’s Complaint Standards.

The role will also support the use of complaints insight to identify themes and learning that can help improve services and customer experience across OPG.

Working closely with colleagues across OPG, and the Ministry of Justice, the Deputy Head will help ensure that complaints and correspondence are managed to a high standard and that learning is used to support continuous improvement.

Duties and Responsibilities

• Support the Head of Complaints in delivering a centralised complaints and correspondence function for OPG.
• Provide day-to-day operational leadership for the complaints team, managing workflow, priorities and performance.
• Ensure complaints and correspondence are handled fairly, empathetically and in line with agreed service standards and deadlines.
• Support the handling of complex or sensitive complaints and correspondence where required.
• Coordinate MP and Ministerial correspondence, ensuring high-quality responses are delivered on time.
• Draft or review complaints reports and correspondence for senior leaders and ministers.
• Monitor complaints performance and quality, supporting reporting on trends, outcomes and learning.
• Use insights from complaints to highlight themes and support service improvements across OPG.
• Support engagement with the Parliamentary and Health Service Ombudsman (PHSO), including coordinating responses to investigations.
• Support the management of complaints processes, redress arrangements, systems and data to ensure effective governance and reporting.

Agreed Expectations

The successful candidate will be expected to work from their base location on a weekly basis in line with current Civil Service requirements, outside of any reasonable adjustments.

There will be occasional travel required to Birmingham and Nottingham offices.

Skills & Qualifications

Essential Skills

• Experience of managing complaints, correspondence or casework operations and supporting the delivery of high-quality outcomes for customers. (Lead criteria)
• Experience of leading or supervising a team, managing workflow, setting priorities and ensuring performance standards and KPIs are met.
• Ability to manage competing operational priorities and deliver work to tight deadlines across a high-volume workload.
• Experience of handling complex or sensitive complaints, correspondence or casework, using sound judgement to reach fair and balanced outcomes.
• Experience of monitoring performance and quality, identifying issues and taking action to improve processes or outcomes.
• Strong written and verbal communication skills, with the ability to produce clear and accurate correspondence, briefings and reports.
• Ability to build productive relationships with internal and external stakeholders, including those at senior level

Desirable Skills

The below criteria are desirable only. These will not be assessed throughout the recruitment process but will be used in the event of tied scores between candidates.

• Experience of analysing complaints, casework or customer feedback to identify trends and support service improvement.
• Experience of developing team capability, supporting learning and embedding consistent processes and standards.

Application process

This recruitment will follow the Civil Service Success Profile process. Candidates will be expected to complete the following as part of the application:

• A CV and detailing your career history. CV’s will be assessed against the essential and desirable skills above.

• Statement of Suitability of no more than 1000 words, to demonstrate your experience against the essential and desirable skills required for this role.

Should a large number of applications be received, an initial sift will be conducted on the lead criteria:

• Experience of managing complaints, correspondence or casework operations and supporting the delivery of high-quality outcomes for customers. (Lead criteria)

Interview Process

questions on:

Strengths relevant to the role

The following Behaviours at SEO Level:

• Managing a Quality Service
• Leadership
• Delivering at Pace
• Making Effective Decisions

All interviews will be held remotely via MS Teams.

Feedback will only be provided if you attend an interview.

Reasonable Adjustments

At OPG we consider all applications on the basis of merit and want you to feel able to demonstrate your full potential whatever type of assessment is used. If you require any reasonable adjustments for any aspect of the selection process, do not hesitate to get in contact with us.

As a Disability Confident organisation, we will offer a guaranteed interview to candidates with a disability who meet the essential criteria for this role. If you are applying for a role within OPG and would like to be considered under the Disability Confident Scheme, please indicate this in your application and let us know of any reasonable adjustments you may require during the selection process.

Person specification

Please refer to Job Description

Behaviours

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

• Managing a Quality Service
• Leadership
• Delivering at Pace
• Making Effective Decisions

Benefits

Alongside your salary of £42,914, Office of the Public Guardian contributes £12,432 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

• Access to learning and development
• A working environment that supports a range of flexible working options to enhance your work life balance
• A working culture which encourages inclusion and diversity
• A Civil Service pension with an employer contribution of 28.97%
• Annual Leave
• Public Holidays
• Season Ticket Advance

For more information about the recruitment process, benefits and allowances and answers to general queries, please click the below link which will direct you to our Candidate Information Page.

Link: https://justicejobs.tal.net/vx/candidate/cms/About%20the%20MOJ

Things you need to know

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, Strengths and Experience.https://justicejobs.tal.net/vx/candidate/cms/About%20the%20MOJ

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check.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.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see theCivil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

Apply and further information

This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).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 : SSCL Recruitment Enquiries Team
• Email : moj-recruitment-vetting-enquiries@resourcing.soprasteria.co.uk
• Telephone : 0345 241 5359

Recruitment team

• Email : moj-recruitment-vetting-enquiries@resourcing.soprasteria.co.uk

Further information

Appointment to the Civil Service is governed by the Civil Service Commission’s Recruitment Principles. If you feel a department has breached the requirement of the Recruitment Principles and would like to raise this, please contact SSCL (Moj-recruitment-vetting-enquiries@gov.sscl.com) in the first instance. If the role has been advertised externally (outside of the Civil Service) and you are not satisfied with the response, you may bring your complaint to the Commission. For further information on bringing a complaint to the Civil Service Commission please visit their web pages: http://civilservicecommission.independent.gov.uk/civil-service-recruitm…

https://jobs.justice.gov.uk/careers/JobDetail/16340?entityId=16340