Tier 1 Complaints Officer
General Information
Salary
£29,303 \- £31,061
Working Pattern
Full Time, Part Time, Part Time/Job Share, Flexible Working
Vacancy Approach
External
Location
Birmingham, Nottingham
Region
East Midlands, West Midlands
Closing Date
19\-Jun\-2026
Post Type
Permanent
Civil Service Grade
EO
Number of jobs available
4
Reserve List
12 Months
Job ID
18395
Descriptions \& requirements
Job description
Role: Tier 1 Complaints Officer
Business: Office of Public Guardian (OPG)
Location: Nottingham (Embankment House) and Birmingham (Victoria Square House)
Grade: EO (Executive Officer)
Salary: £29,303 \- £31,061
Contract Type: Permanent
Minimum Hours: 22\.50
Organisational Overview
The Office of the Public Guardian (OPG) protects people in England and Wales who may not have the mental capacity to make certain decisions for themselves, such as about their health and finance. We are an Executive Agency of the Ministry of Justice (MoJ), set up in 2007 following the introduction of the Mental Capacity Act of 2005\.
OPG is responsible for registering lasting powers of attorney (LPA) and enduring powers of attorney (EPA) and supervising deputies who are appointed by the Court of Protection.
OPG is a fantastic place to work offering a range of development opportunities. The OPG is a disability confident employer and is committed to developing a supportive and inclusive environment that reflects the diverse community we serve.
OPG is currently delivering an ambitious transformation programme. This will change the way we provide services and help us meet the growing needs of our users, partners and our stakeholders. It will make sure our users experience a better level of support and will help us to respond to the changing needs of society. Transformation will ensure we can better support adults at risk and create high\-quality services that are accessible and affordable.
Team Overview
You will be part of the Tier 1 Complaints Team, dealing with customer complaints which will be received into our inbox from all areas of Power of Attorney Services (PoAS). The complaints will be made by both customers and professionals. You will be allocated work and will investigate and try to resolve the issues by liaising with relevant business areas. You will be expected to produce work to a high standard, manage your own workloads and ensure complainants are responded to within tight deadlines. You will need to attend the office at least 40% of your working week (equates to 2 days if full time) in line with the MOJ mandate, as you will have paper files and correspondence to process.
Duties and Responsibilities
Job Description – Complaints Officer – EO
Key responsibilities include but are not restricted to the following:
- Investigate and respond to complaints within 10 working days adhering to personal targets.
- Ensuring personal stats are accurate and submitted on a daily basis.
- Ensuring database and Sirius are updated once complaint has been completed.
- Ensuring events and comments are detailed providing a full explanation of the issue, actions undertaken and resolution.
- Ensuring all paperwork is actioned in a timely manner and returned to responsible area/keeper once complaint has been resolved.
- Action payments and fee waivers according to set processes.
- Following a response being drafted and sent, provide feedback to relevant business areas to ensure the reasons for complaints are resolved.
- Ensure that teams are aware of any problems, which may have led to the complaint in the first instance as part of the continuous improvement process.
- Provide liaison via dedicated SI\-POCs to all business areas.
Liaising with teams across OPG including legal, information assurance, and policy teams to help resolve complaints, seeking up to date and relevant information to strengthen complaint responses. This may also include collaborating with colleagues in supervision and investigations w* a joined\-up approach is required to provide a full and informed response.
- Investigate and draft responses to security breach complaints in line with GDPR and regularly liaise with IA on ICO complaints.
- Provide advice via email, on the phone or in person on how best a complaint should be handled, to include information on quality, content, handling strategy etc. including Birmingham and Nottingham Offices.
- Draft responses for Tier 1\+ complaints on behalf of senior leaders, as well as submissions to Ministers and provide assistance to independent Ombudsman enquiries.
- Work with teams such as the Quality Analyst team to provide complaints data to assist with ongoing customer focused work and priorities.
- Line management responsibilities in line with OPG/MoJ policies and procedures.
- Ensuring MI stats are completed daily according to business needs.
- Ensuring monthly stats and data requested from other business areas are submitted accurately and on time.
- Ensure NIPA log is created and submitted on the allotted day each week.
- Supporting the digital transactions unit by adhering to the banking rota.
The successful candidate will be expected to work from their base location on a weekly basis in line with current Civil Service requirements, outside of any reasonable adjustments. You will need to attend the office at least 40% of your working week (equates to 2 days if full time) in line with the MOJ guidelines.
Skills \& Qualifications
Essential Skills
- Excellent communication skills (Written and oral) – Lead criteria
- Ability to interpret information and make informed decisions – Lead criteria
- Previous experience of complaints handling. – Lead criteria
- Ability to organise and prioritise workloads.
- Familiarity with Microsoft Office Applications.
- Ability to empathise with customers.
- Knowledge of Lasting Powers of Attorney
This recruitment will follow the Civil Service Success Profile process. Candidates will be expected to provide a Personal Statement of Suitability of no more than 750 words in support of your application based on the essential and desirable skills.
In the event of a large number of applications, a preliminary sift will take place against the three lead criteria’s as follows:
- Excellent communication skills (Written and oral).
- Ability to interpret information and make informed decisions.
- Previous experience of complaints handling.
Interview Process
If you are successful at the sift and assessment, you will be invited to an interview which will use the Civil Service Success Profiles. At interview, candidates should expect questions on:
- Strengths relevant to the role
- The following Behaviours at EO Level:
+ Managing a Quality Service
- Your Experience of Customer Service
Feedback will only be provided if you attend an interview.
Reasonable Adjustments
At OPG we consider all applications based on merit and want you to feel able to demonstrate your full potential whatever type of assessment is used. If you require any reasonable adjustments for any aspect of the selection process, do not hesitate to contact us.
As a Disability Confident organisation, we will offer a guaranteed interview to candidates with a disability who meet the essential criteria for this role. If you are applying for a role within OPG and would like to be considered under the Disability Confident Scheme, please indicate this in your application and let us know of any reasonable adjustments you may require during the selection process.
For further information on benefits of working for OPG, such as our Flexible Working Policy and a FAQ, please check the candidate information pack attached to this advert.
If your application for this role is unsuccessful, we may offer you an alternative role at the same or lower grade should one be available.
Additional Information
Working Arrangements \& Further Information
The MoJ offers Hybrid Working arrangements w business need allows. This is an informal, non\-contractual form of flexible working that blends working from your base location, different MoJ sites and / or from home (please be aware that this role can only be worked in the UK and not overseas). All employees will be expected to spend a minimum of 60% of their working time in an office, subject to local estate capacity.
Some roles will not be suitable for Hybrid Working. Similarly, Hybrid Working will not suit everyone’s circumstances. Arrangements will be discussed and agreed with the successful candidate(s) and subject to regular review.
For nationally advertised role: all successful candidates will be appointed to the nearest viable office nearest to their home postcode and on its respective pay scale. This will be at either a HQ building (subject to desk allocation, a Justice Collaboration Centre (JCC) or a Justice Satellite Office (JSO) – See Map. All employees will be expected to spend a minimum of 60% of their working time in an office, subject to local estate capacity).
For current MoJ employees, your base location will need to be changed to the nearest viable office (to your home postcode), either at a HQ building, JCC or JSO within the National Office Network and moved its location’s respective pay scale (any legacy arrangements/locations will need to be amended).
Some of MoJ’s terms and conditions of service are changing as part of Civil Service reform. The changes will apply to staff joining Mo
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