Location
Westminster, London

Hours
Full Time - 37 hours per week

Salary
£30,740 per annum

About the Role
The Armed Forces Commissioner (AFC) is a newly established, independent champion for Regular and Reserve personnel and their families, providing a direct route to raise welfare concerns affecting their service lives and ability to serve. The AFC oversees the Service Complaints system, offering impartial review and reporting on its fairness and effectiveness, and has discretion to conduct investigations into welfare issues affecting Service personnel and their families.

As an Assessment Team Officer, you will be part of the Assessment Team responsible for processing all enquiries and applications made to the AFC. You will act as the first point of contact, providing advice and guidance on the AFC's role, including powers to investigate Service Complaints and General Service Welfare matters. You will manage contacts via telephone, email, and the AFC website, ensuring high-quality customer service and accurate information management.

Your duties will include acknowledging and logging enquiries, reviewing cases to determine if they fall within the AFC’s remit, making appropriate referrals to Service Secretariat Teams, identifying risks, and supporting the Assessment Team Investigators and Manager. You will also collaborate with the Business Team and Policy & Improvement Manager to address issues and identify trends.

This role offers an opportunity to contribute to the welfare and support of Armed Forces personnel and their families within a dynamic and impactful environment.

Experience
- Strong customer service experience in a call centre, assessment, or triage function.
- Excellent administration and interpersonal skills.
- Excellent written and verbal communication skills.
- Proven ability to manage conversations over telephone and MS Teams.
- Competence with IT systems.
- Ability to work collaboratively with colleagues and stakeholders.
- Ability to deal sensitively and robustly with a wide range of people.
- Strong understanding and application of Equality, Diversity and Inclusion principles.
- Ability to assess complex information, identify key issues, and make reasoned decisions quickly.
- Ability to seek facts, analyse information, and make sound recommendations.
- Adaptability to change and ability to absorb new information and legislative updates.
- 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.

Behaviours
The selection process will assess the following behaviours:
- Communicating and Influencing
- Delivering at Pace
- Managing a Quality Service
- Making Effective Decisions