Investigation Officer - London, United Kingdom - The General Optical Council

The General Optical Council

Verified Company

London, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

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Description

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Role Purpose:

The purpose of the role is to progress fitness to practise (FtP) complaints from initial receipt through the investigation process to Case Examiner/Investigation Committee (IC) consideration and on to final FTP Committee hearing (if applicable) in a customer centric, timely and effective manner.

Key Accountabilities:

Setting an initial case plan (or agree a plan drafted by inhouse or external lawyers), and liaising with the Legal department to identify potential sources of information, potential witnesses, potential barriers to the investigation and ensuring that all appropriate lines of enquiry are pursued;
Producing high quality written work including summary reports for managers and/or case examiners/IC to deadlines and provision of clear verbal information and advice to colleagues concerning own caseload and the work of the team;
Coordinating and quality assuring the production of relevant material and bundles of information for experts, case examiners, committees and hearings so that decision making is facilitated in line with the legal framework and best practice; liaising with all relevant parties for each case as necessary to ensure deadlines are met and all are appropriately informed about case progression, delays, hearings and outcomes.
Progressing those cases referred for consideration by the FTP Committee to a final hearing, including liaising with the Council's inhouse lawyers, external solicitors and/or Counsel, defence representatives, complainants, registrants, witnesses (including experts) and other parties, ensuring that service standards are met;
Maintaining all paper and electronic case files in line with quality standards/retention policies and ensuring that team members, colleagues and other stakeholders have access to relevant information as required; maintaining clear and accurate case data via a caseload monitoring system to provide assurance to the Head of Case Progression (and others) that cases are progressing in line with performance expectations.
Acquiring an effective working knowledge of the GOC's governing legislation, relevant policies and procedures and the remit and impact on the GOC of external statutory bodies.
Managing a mixed caseload of interim order/ substantive review cases and managing cases through to final FTPC hearing. Proactive investigation and/or management of all cases to ensure they are progressed in line with current risk assessment and performance indicators, alerting managers immediately if an event or information occurs which jeopardises that objective;
There may be opportunities to deputise for the operations manager where applicable

Essential skills/Experience/Qualifications:

Experience of investigations or complaint handling, ideally within a legal, regulatory or healthcare environment.
Ability to multitask, manage competing demands, work flexibly and to work under pressure to meet deadlines.
Well developed oral and written communication skills, to deal effectively, with internal and external stakeholders.
A commitment to high standards of service delivery and excellent customer care
Sound judgement and decision making with ability to summarise and report on information in a systematic and coherent way; and to make recommendations which are supported by clear arguments and evidence.
Ability to identify new ideas or initiatives and develop innovative and creative solutions to the management of operational issues and problems
Excellent IT skills including Microsoft Office and CRM

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