OEP – Complaints Officer – Interim Office for Environmental Protection

Grade:

HEO

Reference:

106000

Locations:

Worcester

Salary:

£29,179 - £32,160

Closing date:

21st April 2021

The Interim OEP complaints team will validate complaints submitted by the public to asses if they are within the OEP’s remit. They are also creating the policies and procedures to enable the OEP to then prioritise and investigate complaints, once it is legally established.

The OEP Complaints, Investigation and Enforcement team will manage complaints from members of the public about suspected breaches of environmental law by public authorities. They will assess complaints received against the OEP Complaints and Enforcement policy to decide which are serious enough and should be prioritised, meaning that the OEP should investigate. They will then conduct investigations into the most serious complaints to determine whether a breach of environmental law has occurred and negotiate with public authorities to agree appropriate solutions and remedies. Where a suitable solution cannot be found, they may also need to escalate cases to the OEP Board to decide if enforcement action should be started.

The OEP will be the cornerstone of our environmental governance system now we have left the EU and its complaints and enforcement function will play a central role in its ability to effectively oversee the implementation of environmental law in England. This is a unique opportunity to join the OEP as it is established and help develop its complaints function from the current non-statutory arrangements into a fully operational and high performing service.

We are looking for individuals, from any background, who have the enthusiasm and determination to help us investigate novel and contentious complaints on environmental issues and help us achieve the principal objective of the OEP to protect and enhance the environment. If this sounds like something you would be interested in, we would love you to get in touch.

Candidate Information Webinars

Visit our Eventbrite page for details of any planned candidate Information Webinars associated with this role:

http://oeprecruitment.eventbrite.com

Responsibilities

The role holder will be responsible for the following.

In the interim OEP

• Validate complaints submitted to the Interim OEP to determine if they are within the OEP’s remit and produce high quality and clear written assessments explaining and clearly documenting the reasoning behind the decision.

• Work with the legal team or other specialist advice as necessary to inform complaints triage and validation.

• Provide excellent customer service to members of the public who have submitted complaints, providing timely updates, managing expectations of the process, and signposting complaints to the relevant public authority where appropriate.

• Link associated cases to ensure a joined up, strategic approach is taken.

• Ensure that the Complaints Case Management System is kept up to date with details of all correspondence on complaints and cases they are handling.

• Prepare operational reports on the complaints function for the SEO Senior Complaints Officer and G7 Complaints Manager (e.g. on number and type of complaints, trends in complaints).

• Support the of development and transfer of the Interim OEP complaints function to the OEP once the OEP legally exists.

Additional duties once the OEP is established

• Support investigations into serious cases being carried out by the SEO Senior Case Officer and lead the investigation of less complex cases, managing the relationship with the relevant public authority and making recommendations on remedies.

• Prioritise complaints in line with the OEP Complaints and Enforcement Strategy.

The above list of job duties is not exclusive or exhaustive and the post holder will be required to undertake such tasks as may reasonably be expected within the scope and grading of the post.

Experience

• Experience of communicating professionally with a range of stakeholders and/or customers.

• Experience of managing casework is highly desirable.

• Experience of using analytical and decision-making skills to assess information and evidence and present options.

• Experience of building working relationships across teams and with stakeholders.

• Some knowledge and an interest in UK environmental law and regulation is required, although training will be provided; a willingness to research and present conclusions is desirable.

Skills

• Strong verbal and written communication skills.

• Ability to prioritise and coordinate workload and competing deadlines.

• Analytical and investigation/ research skills.

• Flexible and adaptable mindset, happy to work across a wide range of cases and change direction quickly in response to changing demands.