DBS - Armed Forces Pensions Caseworker (EO)

Job summary

Are you a dedicated person who is passionate about making a difference?

Would you like to work for the Ministry of Defence?

Defence Business Services (DBS) is one of the largest shared service organisations in Europe that provides a wide range of corporate services, to over 1.2 million end users, including serving and past military and families, as well as MoD civil servants and industry.

DBS delivers large scale administration and smaller specialist services to enable the wider MOD to focus on its core aims, maintaining the UK’s Defence and Security. Services include Human Resources, Pay, Veterans, Finance and Procurement.

Vision - To be the best shared service centre in Government

Mission - Proudly delivering excellence in shared services, through customer centric solutions to enable Defence outcomes

DBS is committed to creating a great place to work for all our colleagues. We are building an inclusive culture and respectful environment that reflects the diversity of the society.

We want to maximise the potential of everyone who chooses to work for us through opportunities to develop your skills and experience. We also offer a range of flexible working patterns and support to make a fulfilling career accessible to you and offer a Civil Service pension with an average employer contribution of 28.97%. Where your role permits, we support a blended working approach alternatively known as hybrid working.

DBS is part of The National Armaments Directorate (NAD) Group which is at the heart of delivering and sustaining the UK’s defence capability. Bringing together organisations responsible for developing, procuring, supporting and modernising Defence equipment, infrastructure and services, the Directorate works closely with industry, international partners and academia to ensure the Armed Forces have the capabilities they need to deter threats, protect the nation and succeed on operations. NAD drives innovation, operational readiness and value for money while supporting economic growth and strengthening the UK’s defence industrial base.

Come and join the DBS community today!

https://youtu.be/gUw0ToaRGgk

This role is advertised as 37 hours per week.

Job description

This is a Fixed-term Appointment as an Armed Forces Pensions Caseworker in the MoD Armed Forces Pensions Authority. Your responsibilities will be as described in this job advert. This post will therefore begin on your appointment and end 2 years after that date. You should be aware that when your Fixed-term Appointment at MOD comes to an end, arrangements will be made in line with the FTA policy.

If you are a permanent MoD civil servant and are found successful for an advertised Fixed-term Appointment (FTA) you should move into the post under a Temporary Transfer (for up to a maximum of 23 months). At the end of the posting you will return to your previous MoD Business area. If this posting is at a higher grade, your promotion will be temporary, and you will return to your substantive grade at the end of the Temporary Transfer. If a Temporary Transfer cannot be agreed between all parties then a transfer on an FTA contract is possible, read the FTA and Change of Work Location in the UK policy for further information.

If you are transferring to MoD from another government department (OGD) you should join the MoD on an inward loan. At the end of the loan you will return to your home (OGD) department. If a loan cannot be agreed between all parties then a transfer on an FTA contract is possible, read the FTA policy for further information.

About the Role

MoD Armed Forces Pensions Authority are responsible for the administration and oversight of the Armed Forces Pension Scheme (AFPS). This team provides policy interpretation, discretionary decision-making and oversight of BAU administration delivered by our business partner.

A role exists within the MoD Armed Forces Pensions Authority team to undertake complex pension casework, complaint investigations and appeals. The role involves analysing pension scheme rules and legislation, investigating disputes, responding to complex enquiries and ensuring members and their dependants receive accurate and timely decisions.

This is an excellent opportunity for individuals with strong analytical, investigative and written communication skills who can assess complex information and explain decisions clearly and professionally.

During the initial training period (typically 3-6 months), successful candidates will be required to attend the office full-time for training, mentoring and peer support. Following this period, hybrid working arrangements may be considered, subject to business need and departmental policy.

Main Responsibilities

• Investigate and determine complex pension complaints and appeals, including complex Internal Dispute Resolution Procedure (IDRP) cases.
• Review evidence, pension records, legislation and policy to establish the facts of each case and provide well-reasoned decisions.
• Draft clear, accurate and professional written responses to members, dependants, representatives and other stakeholders.
• Liaise with pension administrators and policy staff to resolve complex or sensitive cases.
• Identify errors, risks or process improvements arising from casework and escalate issues where appropriate.
• Manage a personal caseload, ensuring work is completed accurately and within service standards.
• Maintain high standards of customer service when dealing with members, dependants and their representatives.
• Work collaboratively with colleagues to share knowledge and deliver operational objectives.

Person specification

Essential Skills and Experience

• Experience of investigating complex cases, complaints, appeals or customer disputes.
• Strong analytical and problem-solving skills.
• Ability to understand and apply detailed rules, regulations or policy guidance.
• Excellent written communication skills, particularly the ability to explain complex decisions clearly and professionally.
• Effective organisational skills and the ability to manage competing priorities.
• Strong attention to detail and commitment to accuracy.
• Ability to work both independently and collaboratively within a team.

Behaviours

We'll assess you against these behaviours during the selection process:

• Making Effective Decisions
• Managing a Quality Service
• Communicating and Influencing
• Leadership

Benefits

Alongside your salary of £30,740, Ministry of Defence contributes £8,905 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).

• An environment with flexible working options Monday-Friday
• 25 days paid annual leave rising (1 day per year) to 30 days upon completion of 5 years’ service (pro rata). In addition to 8 public holidays per year, you will also receive leave for His Majesty The King’s birthday
• H