AFVS Compensation Operations EO

Are you detail-orientated and passionate about ensuring fairness and accuracy in decision-making? Do you excel at navigating complex policies and legislation? Do you strive to provide an exceptional customer service? If so, we want you on our teams of Caseworkers!

At Armed Forces and Veterans Services, we pride ourselves on delivering precise and consistent decisions that make a real difference in people's lives. We are dedicated to upholding the highest standards and providing an exceptional service to our customers.

This is a bulk recruitment campaign for Executive Officer (EO) positions within Defence Business Services (DBS) Armed Forces and Veteran Services Operational Teams. We welcome and encourage applications from everyone, including groups currently underrepresented in our workforce with a diverse group of backgrounds.

DBS currently have various exciting opportunities within our organisation. Our teams are highly committed to employee engagement and customer service. We will fully up-skill you in the service you are on-boarded into with opportunities to develop yourself professionally.

This position is 5 days in office with a view to move to hybrid in line with MoD guidance 60% in office within the next 2 years.

To enable the delivery of these services we use a flexible resourcing model to respond to changes in demand to ensure continuity of business-critical services to MOD.

We have full-time, part-time and flexible working positions available. We will work with you and be as accommodating as possible when agreeing your working hours however the final decision will be based on business needs.

What you'll do:

Consider Claims and Appeals:

Customer contact and challenging conversations.
Review all claims and appeals in accordance with legislation and complex policies to ensure fairness and consistency.
Refer claims, reviews & appeals to Medical Adviser for advice when required.
Be responsible for identifying all evidence required to support the claim.
Customer complaint and ministerial correspondence processes.

Utilise various IT Systems:

Leverage medical information systems to gather and analyse necessary evidence.
Fully utilise available systems to obtain evidence to support claimed.
Prepare Cases:

Diligently prepare cases for discussion and referral to relevant medical advisers, ensuring all relevant information is included.
Prepare necessary documentation for appeals for the Court Service.
Liaise with the Court Service when required including dealing with Tribunal directions / adjournments in the timescales set.
Manage Workload:

Prioritise and manage claims efficiently in line with KPIs and team targets.
Administration work to include management/action of some expired BF's, telephone enquiries and miscellaneous correspondence.
Communicate effectively with peer group to share and reallocate resources, develop best practises and seek and make quality improvements.