Overview
The Office of the Independent Case Examiner (ICE) provides an independent complaint review and investigation service for customers of DWP and its contracted services, who have exhausted the relevant business’ complaint process and remain dissatisfied with the final response to their complaint. ICE also aims to support DWP service improvements by providing constructive comment and meaningful recommendations. More detailed information about ICE and the service it provides and be found in the Independent Case Examiner’s Annual Reports, via gov.uk.
ICE Investigators are responsible for undertaking detailed complaint investigations by analysing complex evidence from both the customer and the business being complained about. Investigators will either agree actions to address the complaint or draft a detailed account of their investigation (including findings and recommendations). They work independently and manage their own caseload; they have no line management responsibility. Investigations can be lengthy and complex, and the role therefore requires focus, determination and strong analytical skills.
Responsibilities
* Having regular dialogue with customers and Child Maintenance Service (CMS) and/or Department for Work and Pensions (DWP) to gather information to assist an investigation, and to settle complaints at the earliest opportunity.
* Analysing complex information from customers and CMS and/or DWP to enable robust investigation reports to be produced.
* Identifying scope to settle complaints at the earliest opportunity.
* Drafting findings and articulating recommendations to address the complaint raised.
* Ensuring completeness and accuracy of evidence gathered, as part of an investigation, to enable the Independent Case Examiner to reach a fair and balanced conclusion.
* Drafting high quality closure letters and / or a detailed report of an investigation and proposed conclusions for consideration by the Independent Case Examiner.
* Attending case conferences with senior leaders and the Independent Case Examiner to present detailed explanations of case events and enabling findings to be reached and appropriate recommendations for redress made.
* Managing an active caseload of case investigations whilst meeting challenging quality standards and productivity targets.
#J-18808-Ljbffr