Location
Westminster, London

Hours
Full Time

Salary
£37,720 per annum

About the Role
The Armed Forces Commissioner (AFC) is an independent champion for Regular and Reserve personnel and their families, providing a direct route to raise welfare concerns affecting their service lives. The AFC oversees the Service Complaints system, ensuring fairness, effectiveness, and efficiency, and conducts investigations into welfare issues, reporting findings to Parliament and the public.

As an Assessment Team Investigator, you will work within the Assessment Team responsible for processing all enquiries and applications made to the AFC. You will act as the initial escalation point for issues and queries within the assessment process, reviewing matters referred by Assessment Team Officers and deciding the appropriate course of action by applying relevant policies and processes. You will ensure decisions are accurately recorded and withstand scrutiny.

Key responsibilities include conducting eligibility assessments, intelligence and database checks, risk assessments, supporting Investigators with case preparation, identifying trends with the Policy & Improvement Manager, providing updates to senior managers, and potentially line managing team members to ensure training and development needs are met. You will also support the SEO Assessment Team Manager in achieving team objectives.

The role offers a supportive environment with flexible working options, a culture encouraging inclusion and diversity, and membership of the Civil Service Defined Benefit Pension scheme with employer contributions of 28.97%. Some hybrid working arrangements may be available subject to business needs and site capacity.

Experience
- Strong customer service experience and background in investigations or complaint handling
- Effective decision-making skills using appropriate tools
- Experience in leading and managing staff
- Excellent administration, interpersonal, written, and verbal communication skills
- Proficiency in managing conversations via telephone and MS Teams
- Competence with IT systems
- Ability to work collaboratively with colleagues and stakeholders
- Skilled in handling sensitive and robust interactions
- Strong understanding and application of Equality, Diversity and Inclusion principles
- Ability to assess complex information, identify key issues, and make reasoned, evidence-based decisions quickly
- Analytical skills to seek facts, analyse information, and make sound recommendations
- Adaptability to change and ability to absorb new information and legislative updates rapidly
- Commitment to good quality information management and confidentiality

Desirable Experience
- Experience working in an Ombudsman, regulator, or similar environment
- Knowledge of Defence and the Armed Forces

About You
You will be a confident decision-maker with strong communication skills and the ability to manage complex enquiries sensitively and robustly. You will demonstrate a commitment to equality, diversity, and inclusion, and be adaptable to change. You will be able to work collaboratively within a team and manage staff where required, ensuring high standards of service and quality.

Qualifications
No specific qualifications are required, but relevant experience in investigations, complaint handling, or related fields is essential.