Complaints Officer

We are looking for a Complaints Officer to join the Regulatory team and manage a portfolio of complaints and enquiries, supporting the OEP’s regulatory function to assess and investigate allegations of non-compliance with environmental law.
The Office for Environmental Protection (the OEP) mission is to protect and recover the environment. Created by the Environment Act 2021, our role is to hold Government and public bodies to account. The OEP do this in several ways including reporting on progress against environmental targets, advising on changes to environmental laws and receiving complaints from the public which can lead to us taking enforcement action.
This role sits within the Regulatory Directorate, which is responsible for delivery of key functions as set out in the Environment Act. These are monitoring, investigating, and enforcing the implementation of environmental Law, and advising the government on the development of Law and other matters relating to the natural environment.
With a total staff of just over 80, we are a small, dynamic, friendly and flexible organisation covering both England, Northern Ireland, and environmental matters reserved to the UK government. We offer flexible working arrangements, high profile, dynamic work and the chance to have an impact on improving the state of the environment.
To find out more about the OEP, what we do, who we are and our current work, visit the OEP website.
The OEP is a non-departmental public body sponsored by Defra which means it operates independently from Defra and is not part of the UK Civil Service. Our employees are public servants., The OEP Complaints and Investigations team prioritises, manages, and investigates complaints about alleged breaches of environmental law by public authorities. The team are responsible for handling complaints in an efficient manner and for assessing in accordance with the OEP enforcement policy all eligible complaints to determine the most appropriate course of action for the OEP to take. This may include robust negotiations with public authorities to agree solutions and resolve compliance issues.
The advertised role sits within the Complaints function, which oversees the development, maintenance and application of the OEP’s complaints handling procedures, and takes the lead on determining whether complaints meet the eligibility criteria to allow further consideration by the OEP, as set out in the Environment Act 2021. The complaints team are also responsible for assessing eligible complaints to determine whether or not there is evidence of a failure to comply with environmental law, and if so would it meet the OEP’s thresholds for seriousness and prioritisation. The initial assessment of cases deriving from complaints will be handled primarily by the Complaints team, with the Investigations team advising and providing support as needed. The Complaints and Investigations team work closely, cooperatively and flexibly, agreeing priorities and resource allocations across all of their areas.
As such the successful candidate will be competent in taking appropriate action in relation to a wide range of complaints and enquiries received by the organisation. This may include engaging with public authorities and complainants directly to confirm that the OEP are the most appropriate organisation for their queries, liaising with other OEP departments to ensure an appropriate response, or supporting the wider C&I team with the assessment of complaints. The Complaints Officer will be expected to manage and record information received in accordance with our policies and procedures, and support with servicing Freedom of Information requests from the public.
The role holder will;
+ Determine the eligibility of complaints submitted to the OEP to confirm whether they are within the OEP’s remit and produce high quality written assessments explaining and documenting the rationale behind the decision.
+ Prioritise complaints and enquiries, and support investigations into serious cases being carried out by Senior Complaints and Investigations Officers.
+ Provide excellent customer service to members of the public who have submitted complaints and enquiries, providing timely updates, managing expectations, and signposting customers to the relevant public authority where appropriate.
+ Work with the legal team and other specialist teams as necessary to inform complaints triage and assessment.
+ Ensure the case management system is kept up to date with all correspondence on complaints, enquiries and cases they are handling.
+ Help with continuous improvement identifying areas where the case management systems and complaints procedures could be improved to aid customer service and team efficiency.
+ Service requests for information under the Freedom of Information Act and Environmental Information Regulations that relate to the Complaints and Investigations team.
+ Display flexibility to assist with wider OEP project work where necessary, in support of the OEP’s mission to protect and improve the natural environment.
The above list of job duties is not exclusive or exhaustive and the post holder will be required to undertake such tasks as may reasonably be expected within the scope and grading of the post., We'll assess you against these behaviours during the selection process:
+ Managing a Quality Service
+ Making Effective Decisions
+ Communicating and Influencing
+ Delivering at Pace
We only ask for evidence of these behaviours on your application form:
+ Managing a Quality Service, When writing or presenting behaviours, the OEP recommends you use the STAR format to present your answers (Situation, Task, Action, Result).
As part of the application process, you will be asked to complete a CV detailing qualifications and work history; a 500 word statement of suitability on how you meet the essential criteria outlined in the person specification in the advert; and one behaviour statement on the Lead behaviour, Managing a Quality Service.
The personal statement is a very important part of your application. Review the person specification and essential experience and skills criteria on the job description and outline how you meet it providing specific and relevant examples. These could be from work, volunteering, training or education.
Further details are provided on the application form.
Sift
After the closing date, your application will be reviewed against the essential sift criteria outlined for the role.
Should a large number of applications be received, an initial sift may be conducted using the lead behaviour, Managing a Quality Service.
Once the sift has concluded, applicants will be notified of the outcome shortly after the closing date. Please note that feedback will not be given to applications at sift stage.
Interview and ID Verification
If successful at application stage, you will be invited to interview where you will be assessed on experience, behaviours, Strengths and Technical elements.
At interview, you may be required to deliver a presentation or complete an additional exercise. If this is required, details will be sent alongside your invite to interview.
Interviews will be held in line with our contractual arrangements for each location.
If applying in GB, interviews will be held in person at our Worcester office.
If applying in Northern Ireland, your interview will be held online. On occasion, and for large campaigns, interviews may be held in person. You will be notified if successful at sift stage.
Travel and subsistence costs will not be reimbursed for candidates travelling to interview.
Appointments
All appointments will be made in merit order.
Identification
Candidates will need to bring ID to interview for verification in person. Human Resources will contact you to advise what ID you need to bring.
Following interview, ID will need to be checked for Right to Work and BPSS security clearance. This will be done by secure online platforms via the Government Recruitment Service.
Reserve List
A reserve list may be held for a period of 12 months from which further appointments can be made. All appointments will be made in merit order.
Near Miss Appointments
On occasion candidates may attend interview for the advertised post but will narrowly miss the standard required at interview. The OEP may, where appropriate, consider such candidates for alternative, similar posts at a lower grade., + Complete the “Assistance required” section in the “Additional requirements” page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you’re deaf, a Language Service Professional.
Accessibility
If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.
Criminal Record Check
In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Service or Access NI on your behalf. However, we recognise in exceptional circumstances some candidates will want to send their completed forms direct. If you will be doing this, please advise Government Recruitment Service of your intention by emailing Pre-EmploymentChecks.grs@cabinetoffice.gov.uk stating the job reference number in the subject heading.
Visa Sponsorship Statement
Please note that the OEP is not a UK Visa and Immigration (UKVI) Skilled Worker License Sponsor and is unable to sponsor any individuals for Skilled Worker Sponsorship.
Childcare Vouchers
Any move to the OEP from another employer will mean you can no longer access childcare vouchers. You may however be eligible for other government schemes, including Tax Free Childcare. Determine your eligibility at https://www.childcarechoices.gov.uk
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)

+ Proven experience of managing customer/stakeholder relations
+ Experience of or sound understanding and knowledge of environmental regulations and UK environmental law.
+ Proven analytical skills to reach decisions based on evaluating a range of evidence.
+ Experience of managing casework in a case or complaints handling environment.
+ Ability to prioritise and coordinate workload to effectively handle complaints and general enquiries
+ Experience of managing and recording information on a case management system.
+ Strong verbal communication and experience of negotiating agreements or solutions between parties.
+ Excellent written communication and experience of producing high quality, formal, written reports.
+ M/S office (or equivalent) and core business applications

All OEP roles are based in Worcester and/ or Northern Ireland. This role is based in either Northern Ireland or Worcester.
All GB employees will be contractually based at the Worcester office. The OEP embraces a blended working model and supports a combination of office and home working which will be dependent on business need and individual circumstances. Our current office attendance approach requires 40% attendance in one of the OEP offices or on official OEP business at offsite meetings with partners and customers. This approach enables thriving workplaces to connect with colleagues, as required by their role and business team needs balanced with personal flexibility and choice.
If GB based, travel and subsistence will not be paid for travel to the Worcester office.
Employees based in Northern Ireland will be contractually home based. There will be an expectation of travel to Worcester but this will be dependent on business need and individual circumstances. As a guideline, it’s envisaged that travel to Worcester would be between 4 and 6 times a year, fully funded by the OEP. However, travel will be a 2-way commitment, with other OEP staff members being expected to travel to NI at a similar frequency. Northern Ireland based staff currently have access to a touch down space in Belfast to enable collaborative working.
Reasonable Adjustment
If a person with disabilities is put at a substantial disadvantage compared to a non-disabled person, we have a duty to make reasonable changes to our processes.
If you need a change to be made so that you can make your application, you should:
+ Contact the OEP at recruitment@theoep.org.uk as soon as possible before the closing date to discuss your needs.

Alongside your salary of £31,863, Office for Environmental Protection contributes £9,230 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.
Leave and Flexible Working
The OEP offers 25 days annual leave rising to 30 days over 5 years for all new entrants.
Additional paid leave is available where necessary to cater for a variety of situations including, but not limited to, family-related leave, volunteering days, exam and study leave, public duties and trade union activities. In addition, we offer a generous enhanced maternity leave, parental leave and shared parental leave policy.
The OEP is supportive of flexible working and has a flexible working policy to allow for variations in individuals working hours where this is compatible with business need.
Performance Management and In Year Bonus Scheme
The OEP is committed to promoting a high-performing culture for all employees. Performance and development management is key to developing trusting relationships between managers and employees so that they can be their best and thrive at work. Every individual will have a performance management plan which will be reviewed on a regular basis.
The OEP has a quarterly ‘In-year Bonus Scheme’ where individuals and/ or teams can be recognised for outstanding one-off contributions and achievements.
Learning and Development
The OEP is a learning organisation and strongly supports the continuous professional development of all employees through both personal and work related study. The OEP will pay for one relevant profession membership per employee to support continuous professional development.
Every employee has access to five days learning and development each year to support professional development. This could be through Civil Service Learning mandatory and voluntary learning, corporate inductions, staff events and welcome days as well as relevant professional qualifications and specific courses.
Staff Wellbeing
Staff wellbeing is extremely important and the OEP strives to provide access to numerous resources to aid the wellbeing of its employees. Current initiatives include:
+ Access to the Employee Assistance Programme (EAP) providing free and confidential 24/7 telephone advice and guidance to support employees with both personal and employment issues. This may include personal wellbeing, career development or legal matters such as landlord / tenant disputes.
+ Access to an Occupational Health Service to provide a range of support service to help with the way you feel at work.
+ Access to trained Mental Health First Aiders and wider Defra Group mental health first aid network and resources.
+ Free access to Headspace, a mindfulness, meditation and sleep app.
+ Access to a Financial Wellbeing Portal.
+ Free eye tests and a contribution to glasses/ lenses if required for VDU use.
Salary Sacrifice, Discounts and SmartTech Benefits
All employees have access to the STaR, Reward Gateway an online platform providing access to hundreds of discounts, offers and cashback options with well-known retailers. They offer a SmartTech scheme, a Cash Healthcare plan and numerous other benefits and services., New entrants are expected to start on the minimum of the pay band.