£90/hour
About the role
Introduction
The Department for Transport’s (DfT), vision is for a transport system that is an engine for economic growth and one that is also greener and safer and improves the quality of life in our communities. This means a transport system which balances the needs of the economy, the environment, and society.
DfT provides leadership across the transport sector to achieve its objectives, working with regional, local, and private sector partners to deliver many of the services.
The role of the DfT is to set strategy and policy context, and to establish and manage relationships with the organisations that are responsible for delivery, being the range of agencies and other ‘Public Bodies’ that are central to delivering the Government’s transport priorities and services to the public.
Introduction from the Secretary of State
Welcome Note from Mark Harper, Secretary of State for Transport
Dear Applicant,
Thank you for your interest in becoming a DfT Independent Complaints Assessor.
This is an important time for the Department for Transport. We are investing heavily in infrastructure and public transport to improve journeys, boost connections, level up the country and support economic growth. Central to our mission is delivering transport that works for everyone in our society.
We are recruiting for additional DfT Independent Complaints Assessors (ICAs).
The role of the ICAs is to review how a particular matter has been handled by the central Department or one of its Public Bodies and how a complaint about that has been handled. It is a ‘light touch’ procedure; the ICAs do not conduct primary investigations, or routinely interview parties, and are usually unable to adjudicate upon contested versions of events where no independent evidence exists.
The ICA process is intended to assist members of the public in receipt of services or that encounter DfT or a DfT Public body; it is not best designed for resolving disputes between fellow professionals or commercial disputes.
We strongly welcome applications from all backgrounds. As part of the Department’s commitment to diversity, we believe our public appointments should reflect our customers – the travelling public – who come from all walks of life and have different experiences.
We very much welcome fresh talent, expertise, and perspectives, to help us better understand the needs of the communities we serve and support better decision making for all. This includes people who may have never applied for a public appointment – but could bring new ideas, insights, and energy.
If you are interested in the role and work, I encourage you to apply.
Our dedicated DfT Public Appointments Team would be happy to talk through the process and answer your questions.
Rt Hon Mark Harper MP
Secretary of State for Transport
Role description
DfT ICAs are expected to be part-time and carried out from home and not based within a DfT office, though visits will be required from time to time for meetings. The role is set out in more detail in the ‘DfT ICA Terms of Reference’ https://www.gov.uk/government/publications/dft-independent-complaint-assessors-terms-of-reference
In general, if someone believes they have been treated unfairly or have received poor service from the DfT or one of the DfT Public Bodies and are unable to resolve the matter with that Body, they can ask for an ICA to review their complaint.
The DfT uses the services of ICAs to exercise an important degree of independence to look at issues, provide conclusions and recommend solutions or remedies to settle complaints. This is a free, independent, and impartial service to complainants.
The ICA will review the complaint and provide a report, advising whether the DfT/DfT Body has acted in a fair and unbiased manner and has met established standards and followed its own internal procedures correctly.
The ICA will predominantly review documents and seek answers to written questions with the DfT/DfT Body. They do not usually seek new information from complainants, interview witnesses or undertake site visits unless essential. An initial draft review is produced and checked for factual accuracy by the DfT/DfT Body before being issued to the complainant and DfT/DfT Body in line with the ICA Terms of Reference.
Where necessary, the ICA will advise the DfT/DfT Body on how it should improve its services. They can also recommend compensation and/or a consolatory payment where appropriate.
The DfT/DfT Body will consider and implement the ICA’s recommendations in all but exceptional circumstances. Where these recommendations are not implemented, the DfT/DfT Body will provide the ICA and complainant with an explanation as to why and suggest that the complainant take the matter to the Parliamentary Ombudsman should they feel the response to be unsatisfactory. Every opportunity to resolve differences of opinion about ICA findings and recommendations between the DfT/DfT Body and the ICA at draft review stage should be taken.
Person specification
Essential criteria
1. Able to demonstrate experience of assessing large volumes of complex material quickly to produce sound objective findings, justifiable conclusions, and deliver recommendations.
2. Demonstrate the ability to communicate clearly and persuasively particularly in writing with a diverse range of people for both professional and lay audiences.
3. Able to organise own work efficiently unsupervised, work to agreed time scales, maintain sound records with minimal admin support and to use IT systems competently.
4. Understanding of complainants’ diverse needs, experiences, and expectations whilst maintaining the capacity to think independently, demonstrating resilience to external and peer pressure.
5. Experience of complaint handling and the workings of large and complex organisations to achieve deliverable resolutions (in any sectors).
Candidates’ suitability for the role will be assessed against all above criteria. If there are many applicants, we will focus particularly on responses to criteria 1 and 2.