Location
Westminster, London

Hours
Full Time - 37 hours per week

Salary
£37,720 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 impacting service lives. The AFC oversees the Service Complaints system, ensuring fairness, effectiveness, and efficiency, and conducts individual and thematic investigations into welfare issues affecting the Armed Forces community.

As an AFC Investigator, you will manage investigations related to Service Complaints and General Service Welfare Matters submitted by Armed Forces personnel and their families. Your responsibilities include assessing risk, investigating allegations, managing casework, and making recommendations on appropriate remedies. You will produce clear, concise investigation reports and liaise with complainants and relevant bodies to ensure excellent customer service.

Your work will involve undertaking admissibility reviews, investigating undue delays in complaint handling, overseeing welfare investigations, and supporting thematic investigations. You will manage an active caseload, conduct risk assessments, maintain accurate records, and provide information and support to senior leaders and policy teams. You will also contribute to outreach activities and uphold the Commissioner’s vision and values by delivering excellence in complaints handling and continuous improvement.

This role offers a supportive environment with flexible working options and a culture that encourages inclusion and diversity. The Ministry of Defence provides a Civil Service Defined Benefit Pension scheme with a significant employer contribution and tailored learning and development opportunities.

Experience
- Proven experience managing investigations and complaints caseloads.
- Ability to interpret and apply regulations, policies, and legislation.
- Strong analytical skills with attention to detail.
- Experience in problem solving, analysing detailed information, identifying key issues and evidential gaps.
- Excellent written and verbal communication skills.
- Experience drafting and quality assuring clear, concise investigative reports using plain language.
- Strong customer service experience.
- Ability to manage conversations effectively via telephone and MS Teams.
- Ability to work collaboratively with colleagues and stakeholders.
- Ability to handle sensitive and robust interactions with a wide range of people.
- Understanding and application of Equality, Diversity and Inclusion principles.
- Adaptability to change and ability to absorb new information and legislative updates quickly.
- Competence in maintaining high-quality information management.
- Discretion and understanding of confidentiality requirements.

About You
You are a motivated and detail-oriented professional with a commitment to fairness and justice. You demonstrate excellent communication and interpersonal skills, thrive in collaborative environments, and are dedicated to delivering high-quality investigative outcomes. You embrace change, uphold confidentiality, and are committed to promoting equality, diversity, and inclusion in your work.

Qualifications
There are no specific formal qualifications required; however, relevant experience in investigations, complaints handling, or a related field is essential.

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