Job Overview

We are seeking a highly organised, impartial and detail-oriented Case Officer to support the effective operation of the independent States of Jersey Complaints Panel on a one-year fixed-term contract. The Panel is an independent statutory body that reviews complaints about administrative decisions made by Ministers and Government departments. Through impartial investigation, informal resolution and, where necessary, public hearings, the Panel seeks to ensure fairness, accountability and high standards of public administration.

The successful candidate will manage complaints throughout their lifecycle, acting as the primary point of contact for complainants and respondents. Responsibilities will include co-ordinating casework, gathering and analysing information, preparing case summaries and drafting correspondence and other documentation to support the Panel's work.

The role requires excellent written and verbal communication skills, strong organisational and analytical abilities, and exceptional attention to detail. The Case Officer will be expected to handle sensitive and often complex matters with discretion, professionalism and empathy, ensuring that complaints are managed fairly, efficiently and in accordance with established procedures.

This is an excellent opportunity for an individual with experience in complaints handling, investigations, governance, case management or a related field who is committed to promoting fairness and supporting robust independent decision-making.

If you are interested in learning more about this role, please contact Kate Larbalestier, Principal Secretariat Officer, Specialist Secretariat, on 01534 441025 or by email at k.larbalestier@gov.je.

Job Specific Outcomes

1.Manage the complaints submission process; meeting with complainants and providing a triage ser vice to identify the details of the complaint and which Minister and Department should be involved. Explain the process to complainants and Government officers to ensure they fully understand the potential outcomes in order to manage expectations and deal with complaints in an efficient, trans parent and timely manner.

2.Analyse and summarise the complaint and assist in the compilation of a casefile. Forward submissions to the appropriate department for review and action, ensuring the complainant is fully aware of the process and timescales to ensure accurate case documentation and timely progression of complaints through the process.

3.Identify and analyse patterns of complaints such as recurring themes and/or issues and raise these with the appropriate department to ensure a thorough review is carried out and systems/processes are put in place so that the same/similar issues do not re-occur, with the overall aim of reducing the recurrence of similar complaints.

4.Maintain a rota to ensure all members of the Panel are included in case assessments fairly, using judgement to take account of any conflicts of interest which may arise in order to comply with good governance and best practice.

5.Take responsibility for overseeing the logistical arrangements for any Board hearings and ensure the Board members and those attending have a comprehensive Board pack to facilitate informed decision-making within the legal framework and ensure effective strategic governance.

6.Act as a gatekeeper by circulating draft reports of hearings to all interested parties for factual confirmation before the Board’s findings and recommendations are appended and published by the Privileges and Procedures Committee to ensure the release of impartial and factually correct final reports.

7.Respond to customer concerns regarding access to services by collaborating with Government departments to address concerns and resolve gaps in performance or service provision with the aim of improving service accessibility, enhancing customer satisfaction and using judgement to seek infor mal resolution of complaints where appropriate.

8.Responsible for maintaining a comprehensive and accurate log of all complaints and compiling rele vant data for inclusion in the Panel’s annual activity report. This ensures reliable monitoring, supports informed decision-making and promotes transparency in reporting.

9.Responsible for producing the Panel’s annual report using collected data for submission to the States Assembly to demonstrate accountability and transparency, support service improvements and help mitigate risks.

10.Provide accurate, up-to-date case status statistics at regular intervals to the Government Feedback Team. This ensures lessons are learned, supports continuous improvement, and safeguards the organisation’s reputational credibility.

11.Responsible for all aspects of operational line management of the Assistant Case Worker and over sight of professional development and objective setting. 

Job Description

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