Service Complaints Caseworker

The role of a SC Caseworker is to investigate all the required information relating to the subject matters raised in a Service Complaint by Royal Navy/ Royal Marine Personnel, which are to be decided upon within Navy Command Headquarters at Decision Body (DB) or Appeal Body (AB)level

Tasks for this role include:

To prepare and submit full and accurate SC investigations and other personnel casework files to the Deciding Authority in accordance with JSP 831 and to ensure that the appropriate authorities act on their directions and recommendations.
To act as an administrative point of contact for all Service Complaints that require the use of a Hired Investigative Officer (HIO)
To provide regular and meaningful updates to all Complainants and Respondents regarding the progress of their Service Complaint in accordance with JSP831.
To regularly maintain detailed and accurate records of all communications and investigations in accordance with departmental requirements.
To provide secretariat and administrative support to SC Deciding Authorities, including the preparation of draft decision sheets and drafting the record of decision within 5 working days.
To assist in identifying and resolving SCs through the 'quick win' process where appropriate.
To contribute to SC policy and procedural development.
To provide accurate draft responses to Freedom Of Information requests and Parliamentary Business within the stipulated timescales.
To provide assistance to the Central Admissibility Team (CAT) where required.
To provide assistance to the Navy Service Complaints Ombudsman Team when required.