Working as part of a four person team within Army Service Complaints, the role of the SO2 Unit Assist Case Manager is to manage internal Service Complaints, and when required support Army Deciders and G1 staff, ensuring all complaints are effectively progressed through life from Admissibility to a Decision. Roles and responsibilities: 1. Manage and progress complaints within the Secretariat from Admissibility through to final Decision, using the online Case Management System. 2. Liaise internally with the admissibility team, legal and with APC, and externally with Deciders and G1 Staff to assist in the progress and administration of SCs. 3. Through a detailed knowledge of SC policy, provide advice, direction & support to Deciders and G1 Staff and inform them of any policy changes. 4. Provide guidance and oversight to ensure and assure the compliance of Service Complaints assigned to a Decision Body in the Field Force. 5. Engage directly with Deciders and their G1 Staff to support investigations and achieve timely & fair resolution of Service Complaints. 6. Conduct after-action reviews as part of the Lessons Learnt process. 7. Maintain records of all actions undertaken and update the Case Management System accordingly. 8. Conduct secondary duties and tasks as required by the Service Complaints Secretary and Case Management Team Leads.