Independent Case Examiner - 3 year fixed term contract

Department for Work and Pensions

Flexible Location

  • Location

    Flexible Location

  • Job type


  • Sector

    Central Government

  • Salary/Remuneration

    Circa. £95k

  • Job ref


  • Expiry date

    25 November 2018

  • Client

    Department for Work and Pensions

Ref: GSe48102

The role of the Independent Case Examiner (ICE) was created in 1997, initially to provide a free, impartial complaint resolution and investigation service for customers of the Child Support Agency. The ICE now has a much wider remit across DWP, resolving administrative complaints and issues between customers and the businesses of DWP, its providers and 5 other organisations in England and Northern Ireland.

We are looking for an exceptional individual with strong senior leadership credentials, who can lead and ensure the effective oversight and performance of high-volume investigations, while maintaining a strategic perspective over the work of the ICE office. The ICE is high profile and their independence and impartiality is critical to the credibility of the office, as is building trust and confidence with our customers and our stakeholders.

You will bring demonstrable senior level leadership gained in an environment delivering large scale complaints handling, investigations and casework, together with a track record of driving quality, performance management and improvement. The ICE will not manage the ICE office and its staff, but you will need to establish excellent working relations with staff at all levels, both internally and with the diverse range of individuals, organisations and communities we work with. Acute political sensitivity, excellent judgement and the highest levels of integrity are essential.

The office that supports the ICE is in Bootle. This is a full-time role, but flexible working arrangements are welcome. Location is also flexible, although the successful candidate would be expected to make at least weekly trips to the ICE office.  

For a confidential discussion about the role please contact Duncan Ewart or Katrina Paget on 0113 205 6092.

Closing Date12 noon, Monday 26th November 2018
Longlist MeetingTuesday 11th December 2018
Preliminary Intervieww/c Monday 10th December 2018 and w/c Monday 17th December 2018
Shortlist Meetingw/c Monday 7th January 2019
Final Panelw/c Monday 21st January 2019
How to apply

To apply, please submit:

  • an up-to-date CV
  • a separate personal statement (maximum 3 pages) that addresses the criteria set out in the person specification, using examples to demonstrate how you meet the essential criteria, 
  • a completed Diversity Monitoring questionnaire on the GS site,
  • a completed Guaranteed Interview Scheme form (if applicable)
Contact details
Duncan Ewart: 0113 205 6092