1167 - User Investigations Officer

The key purpose of the role is to draft responses to complaints, Ministerial correspondence and litigation claims. The ability to communicate both verbally and in writing to a high standard is vital. The successful candidate will manage their own caseload ensuring they meet strict deadlines in a timely manner. You will need to be organised and have the ability to manage a varied workload, proactively identifying priorities. You will also need to form and manage productive relationships with stakeholders and colleagues. You will need to work in a flexible way and be part of a team that is multi-skilled and supports each of the three areas of work: correspondence, complaints, and litigation. Your role as the User Investigations Officer encompasses several key aspects (but not limited to):

• Prepare high quality draft replies to correspondence from customers including appeal stage complaints.
• Deliver clear, empathetic, respectful and timely responses.
• Draft replies to MPs on behalf of Ministers and the Chief Executive.
• Consider appeal stage complaints, including requests for compensation., If successful at sift you will be invited to a Civil Service Success Profiles interview which will include assessment of the following behaviours;
Making Effective Decisions Communicating and Influencing Delivering at Pace


• Experience & evidence of accurate high-quality drafting, particularly letters is essential.
• Good communication skills are essential - with the ability to convey complex information in a clear & concise way in writing.
• Proficient in drafting correspondence.
• Good planning and organising skills are essential.
• Basic knowledge of Word, Excel & Office 365 is required.
• Ability to work at pace and under pressure.
• Decision making skills, with the ability to use judgment and previous experience to find resolutions to issues.
Desirable
• Experience or knowledge of drafting submissions.
• Experience or knowledge of one or more HMCTS jurisdictions.
Please refer to the attached role profile for a comprehensive overview of the role. Further details This is a national role; however occasional travel will be required to Leicester and London depending on business needs. Part time requests for this role will be considered at a minimum of 30 hours / 4 days.

HM Courts & Tribunals Service (HMCTS) is responsible for the administration of criminal, civil and family courts and tribunals in England and Wales. Our roles support our service users and colleagues, where people and businesses access potentially life-changing justice. We're looking for individuals who are committed to public service and want to make a difference in people's lives in delivering justice. If you're interested in developing a career with a real purpose, please apply.

Further information on Success Profiles and required standards for this post (EO equivalent) can be found at: https://www.gov.uk/government/publications/success-profiles About our benefits We reward our people for their hard work and commitment. We have a number of family friendly and flexible working polices that will help you achieve a healthy work-life balance. In addition, we offer a range of employee benefits which include generous annual leave, a highly competitive contributory pension scheme, childcare benefits, season ticket and bicycle loans. Proud to Serve. Proud to keep justice going. « Return to the search results