Adjudicator's Office Investigator
- by HMRC
- Location Stratford, UK
-
Salary
£37,606 - £40,911 / year
1593 days ago
Job Description:
Summary
Do you have excellent decision-making and critical thinking skills?
Can you analyse evidence and explain complex issues in a clear and simple way?
If so, we want to hear from you.
The Adjudicator’s Office is an independent directorate within HMRC, with around 55 employees, the majority of whom are complaints investigators. We have offices in Nottingham and London.
The Adjudicator, Helen Megarry has independent and personal authority to resolve complaints about HM Revenue and Customs (HMRC), Valuation Office Agency (VOA) and the Home Office.
The Adjudicator’s Office:
• Resolves complaints that come to us by providing an accessible and flexible service and making fair and impartial decisions
• Supports and encourages effective complaint resolution and shares insight and expertise to support government departments to learn from complaints and improve services to customers
• Has a real opportunity to practice and influence change across government departments
• Is a values-led organisation and takes pride in our work by demonstrating our core values of Professionalism, Respect, Integrity, Dynamism and Engagement in everything we do
We are an equal opportunity employer and value diversity. We do not discriminate based on race, religion, colour, national origin, veteran status, sex, gender, gender expression, sexual orientation, age, marital status, or disability status.
At the Adjudicator's Office we are committed to creating a great place to work for all our colleagues; an inclusive and respectful environment that reflects the diversity of the society we serve. Diverse perspectives and experiences are critical to our success and we welcome applications from all people from all backgrounds with the experience and skills needed to perform this role.
We will ensure that individuals with disabilities are provided reasonable adjustments to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to discuss any reasonable adjustments that you may need.
For more information on the Adjudicators Office, including our latest annual report, please visit our website. Job description The Adjudicator’s Office Investigator is at the forefront of delivering high quality complaint resolution to our customers, while sharing our insight and our learning to support delivery of our Vision and Purpose:
• You will make sound, independent decisions in accordance with our Quality Standards Framework to deliver an impartial service to all our customers.
• You will contribute to the Adjudicator’s Office role of sharing learning with HMRC, the VOA and the Home Office to improve customer service in both the departments and in the Adjudicator’s Office.
Working pattern
Full time: You will typically work 37 hours per week, Monday to Friday. We operate a flexi-time system.
Part-time: Due to the requirements of the role, we will require a minimum of 22 hours.
Responsibilities Key responsibilities include (but are not limited to):
•Clarifying and defining our customers’ complaints. You will need to decide if this is clear from the complaint or it may be necessary to contact the customer. This will require critical thinking, analysis and excellent verbal and written communication skills.
•Analysing and understanding what led to the complaint, checking for accuracy with the relevant government department and the customer to identify any further information or evidence that you require to make a decision.
•Writing decision letters to a high standard, ensuring they are clear, logical and evidence based.
•Using complaints to identify learning and share those lessons to maximise the value of complaints to both the Adjudicator's Office, HMRC, the VOA and the Home Office, providing feedback to influence and improve customer service.
•Exercising your judgement in how you carry out your work, managing your workload and working collaboratively with colleagues to ensure complaints are handled in line with the Adjudicator’s Quality Standards and that we meet our corporate objectives.
•You will be expected to play an active part in our organisational development and provide support on office initiatives and projects.
•You will have the opportunity to help shape the way the Adjudicator’s Office works in the future, helping to develop a progressive culture as we champion our core values and promote diversity and wellbeing.
Essential Criteria
•Excellent decision-making and critical thinking skills and the confidence to make decisions based on evidence from various sources or where there is a lack of evidence.
•Excellent communication skills including explaining complex issues in easy to understand ways, both in writing and in person.
•Experience or knowledge of working in a complaint handling environment or delivering a high standard of customer service in a professional environment.
Desirable Criteria
•A positive can-do approach, demonstrating enthusiasm and commitment to your work.
•Good time management skills and the ability to manage your own workload. Behaviours
• An environment with flexible working options
• A culture encouraging inclusion and diversity
• A Civil Service pension
Team members that are moving offices as a result of the Locations Programme will be entitled to a Moves Adjustment Payment for three years where they incur additional costs. This is calculated based on the difference between the costs of travelling to and from the new and old office, over a weekly period. You will get more detail on this as part of targeted locations move communications.
Find more about HMRC benefits in 'Your little extras booklet' for further information
Can you analyse evidence and explain complex issues in a clear and simple way?
If so, we want to hear from you.
The Adjudicator’s Office is an independent directorate within HMRC, with around 55 employees, the majority of whom are complaints investigators. We have offices in Nottingham and London.
The Adjudicator, Helen Megarry has independent and personal authority to resolve complaints about HM Revenue and Customs (HMRC), Valuation Office Agency (VOA) and the Home Office.
The Adjudicator’s Office:
• Resolves complaints that come to us by providing an accessible and flexible service and making fair and impartial decisions
• Supports and encourages effective complaint resolution and shares insight and expertise to support government departments to learn from complaints and improve services to customers
• Has a real opportunity to practice and influence change across government departments
• Is a values-led organisation and takes pride in our work by demonstrating our core values of Professionalism, Respect, Integrity, Dynamism and Engagement in everything we do
We are an equal opportunity employer and value diversity. We do not discriminate based on race, religion, colour, national origin, veteran status, sex, gender, gender expression, sexual orientation, age, marital status, or disability status.
At the Adjudicator's Office we are committed to creating a great place to work for all our colleagues; an inclusive and respectful environment that reflects the diversity of the society we serve. Diverse perspectives and experiences are critical to our success and we welcome applications from all people from all backgrounds with the experience and skills needed to perform this role.
We will ensure that individuals with disabilities are provided reasonable adjustments to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to discuss any reasonable adjustments that you may need.
For more information on the Adjudicators Office, including our latest annual report, please visit our website. Job description The Adjudicator’s Office Investigator is at the forefront of delivering high quality complaint resolution to our customers, while sharing our insight and our learning to support delivery of our Vision and Purpose:
• You will make sound, independent decisions in accordance with our Quality Standards Framework to deliver an impartial service to all our customers.
• You will contribute to the Adjudicator’s Office role of sharing learning with HMRC, the VOA and the Home Office to improve customer service in both the departments and in the Adjudicator’s Office.
Working pattern
Full time: You will typically work 37 hours per week, Monday to Friday. We operate a flexi-time system.
Part-time: Due to the requirements of the role, we will require a minimum of 22 hours.
Responsibilities Key responsibilities include (but are not limited to):
•Clarifying and defining our customers’ complaints. You will need to decide if this is clear from the complaint or it may be necessary to contact the customer. This will require critical thinking, analysis and excellent verbal and written communication skills.
•Analysing and understanding what led to the complaint, checking for accuracy with the relevant government department and the customer to identify any further information or evidence that you require to make a decision.
•Writing decision letters to a high standard, ensuring they are clear, logical and evidence based.
•Using complaints to identify learning and share those lessons to maximise the value of complaints to both the Adjudicator's Office, HMRC, the VOA and the Home Office, providing feedback to influence and improve customer service.
•Exercising your judgement in how you carry out your work, managing your workload and working collaboratively with colleagues to ensure complaints are handled in line with the Adjudicator’s Quality Standards and that we meet our corporate objectives.
•You will be expected to play an active part in our organisational development and provide support on office initiatives and projects.
•You will have the opportunity to help shape the way the Adjudicator’s Office works in the future, helping to develop a progressive culture as we champion our core values and promote diversity and wellbeing.
Essential Criteria
•Excellent decision-making and critical thinking skills and the confidence to make decisions based on evidence from various sources or where there is a lack of evidence.
•Excellent communication skills including explaining complex issues in easy to understand ways, both in writing and in person.
•Experience or knowledge of working in a complaint handling environment or delivering a high standard of customer service in a professional environment.
Desirable Criteria
•A positive can-do approach, demonstrating enthusiasm and commitment to your work.
•Good time management skills and the ability to manage your own workload. Behaviours
We'll assess you against these behaviours during the selection process:
- Making Effective Decisions
- Communicating and Influencing
- Seeing the Big Picture
- Changing and Improving
We'll assess you against these technical skills during the selection process:
- A written test at the interview stage will assess your ability to draft high quality reports, assess evidence and draw conclusions - a key requirement of the role.
• An environment with flexible working options
• A culture encouraging inclusion and diversity
• A Civil Service pension
Team members that are moving offices as a result of the Locations Programme will be entitled to a Moves Adjustment Payment for three years where they incur additional costs. This is calculated based on the difference between the costs of travelling to and from the new and old office, over a weekly period. You will get more detail on this as part of targeted locations move communications.
Find more about HMRC benefits in 'Your little extras booklet' for further information
-
Job Type
Permanent, Full Time
-
Work Authorisation
No
- Industry Sector Public Sector & Services