Location
Westminster, London

Hours
Full Time - 37 hours per week

Salary
£46,040 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. The AFC oversees the Service Complaints system, ensuring fairness, efficiency, and effectiveness, with powers to conduct individual and thematic investigations into welfare issues and report findings to Parliament and the public.

As a Senior Investigator, you will manage complex and sensitive investigations related to Service Complaints and General Service Welfare Matters submitted by Armed Forces personnel and their families. Your responsibilities include assessing risks, investigating allegations, making recommendations on remedies, and producing clear, concise investigation reports. You may also line manage Higher Executive Officer (HEO) Investigators, providing guidance, quality assurance, and supporting their professional development.

Your work will involve handling high-profile and complex cases, liaising with complainants and relevant bodies, and contributing to thematic investigations that influence policy and accountability. You will uphold the Commissioner’s vision and values, acting as a role model for excellence in complaints handling and continuous improvement.

Experience
- Proven experience managing complex investigations and complaints with a demanding caseload.
- Ability to interpret and apply regulations, policies, and legislation.
- High level of analytical skills with strong attention to detail.
- Experience in complex 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 skills and ability to manage conversations 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.
- Demonstrated commitment to Equality, Diversity and Inclusion.
- Adaptability to change and ability to absorb new information and legislative updates quickly.
- Strong information management skills and discretion with confidential information.

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

About You
You are a highly motivated and professional individual with excellent investigative skills and a commitment to delivering high-quality outcomes. You demonstrate sound judgement, resilience, and the ability to manage sensitive and complex cases effectively. You are a strong communicator who can engage with diverse stakeholders and maintain confidentiality. You embrace continuous improvement and act as a role model for the Commissioner’s values.

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