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Service Complaint Decider
Job Summary Apply For This Job
Recruiting Service
Army
SERVE Ref/JPAN/URN
APC/CMOps/20250513_17942
NATO Rank(s)
OF-6 - Cdre - Brig - Air Cdre
UK Rank(s)
Brigadier
Closing date
10/06/2025 23:55
Anticipated start date
July 2025
Commitment length
12 months
Post Owner Email
charles.routh603@mod.gov.uk
Open to personnel from
Army
Branch/Trade/Profession
Any
Specialisation
Personnel
Location
APSG
Region
Hampshire
Country
United Kingdom
Engagement type
Volunteer Ex Regular Reserve
Task requirements
| Two OF6 posts to determine Service Complaints at Decision Body and Appeal Body level are available within the Army Service Complaints Secretariat. These posts are available under Voluntary Employment ex Regular Reserves (VeRR) terms of service and are suited to someone seeking the flexibility of part-time work for up to 90 days pa, potentially as part of a portfolio career. The initial contract will be for 12 months but can be extended in accordance with Reserve Land Forces Regulations up to the age of 65. Maximum age at time of acceptance is 60 years old. The Service Complaint (SC) Decider is a critical appointment within the Service Complaints system and is a very individual responsibility. They are responsible in law for their determination, including at Employment Tribunal and Judicial Review. The decision that they make will have profound consequences on the individuals involved and on the institution. These decisions and determinations are binding and irrevocable unless overturned by either a formally appointed Appeal Body or by the Service Complaints Ombudsman for the Armed Forces (SCOAF). The postholder must act as a Decider (Decision Body or Appeal), either alone or with a civilian Independent Member, to decide Service Complaints on behalf of the Army Board / Defence Council in accordance with JSP 831. They must write determinations of Service Complaints, taking appropriate advice where necessary, and where they find that a complainant has been wronged, must identify suitable redress within delegated powers, including financial redress. With experience they may be required to undertake the role of a Defence Council Case Officer on behalf of the Army Board. This involves all staffing of a Service Complaint up to but not including the decision which will be taken by the Army Board or Defence Council. |
Essential competencies
| The postholder must be able to make effective decisions on written evidence and have a proven understanding of Service and professional issues. They must have excellent verbal and written skills, and must be able to identify, analyse and resolve complex issues. |
Desirable competencies
| Unit command and attendance on PSC(J) are desirable. Experience working with Teams, Outlook, Word and SharePoint are very desirable. Previous experience as a Staff Officer in a Formation HQ is desirable. |
Selection Process
Selected filtered for boarding.
Additional information
| Remote working is the norm and supported with appropriate IT, but there may be a requirement to attend periodic week-day meetings and training in Andover. This post is compatible with a portfolio career, however incumbents will be expected to undertake a number of SC each year and be available for 45-90 RSDs annually keeping SC Sec appraised of their availability. Once accepted the incumbent will be required to meet the Defence KPI for SC resolution. The postholder must also be aware of the following: - The requirement for absolute discretion as the incumbent will handle daily, confidential personal information of a highly sensitive nature. - Attention to detail and the requirement for accuracy in their work as mistakes can have a disproportionate effect elsewhere in the Service Complaint process. - Compassionate understanding of the nature of the work and the impact of undue delay in the process. |
Further information and applications to Unit POC:
| Maj Charles Routh |
Unit POC email:
| charles.routh603@mod.gov.uk |
Please complete an Army Reserve CV and PPP - forms can be obtained from the POC. You should also attach your last 3 Annual Reports and forward all documentation to the Unit POC, whose contact details can be found above.
ARRG/VERR/ADC Project tasks are not WF authorised positions. They are a temporary liability created specifically for a task and of a short duration; up to 12 months @ up to 90 RSDs, and therefore boarding and selection for these jobs does not attract substantive promotion or granting of AHR or SUPA. A JPAN can be rank ranged to facilitate selection in a lower rank than advertised. However, the intent is to fill the positions in the advertised rank and in only exceptional circumstances will a lower rank be selected to run to board.