Investigations Case Support Officer

Description:

Reporting to the Head of Investigations, the Investigations Case Support Officer is responsible for supporting the Investigations team’s day to day work across a wide range of activities. These include logging new investigations; tracking and reporting on team performance against OKRs; corresponding with those accused of malpractice and centres regarding a malpractice investigation; scheduling Malpractice Committees; compiling, checking and issuing evidence packs; tracking and reporting on team expenses; raising purchase orders and resolving invoice payment issues; arranging internal meetings; call handling; monitoring and reporting on external deadlines; and providing general administrative support.

Key Accountabilities
 

• Correspondence
   

Draft and send email/letter correspondence to informants (‘whistleblowers’), centres, regulators, funding agencies and other internal and external stakeholders as appropriate.
 

• Call handling
   

Support the Investigations team by receiving and making telephone calls with informants (‘whistleblowers’), centres, regulators, funding agencies and other internal and external stakeholders as appropriate.
 

• Investigation evidence packs
   

Work with the responsible investigator to compile evidence packs for investigations which are referred to Malpractice Committee for a final determination. The packs must be redacted in accordance with the Data Protection Act and Information Security requirements and then sent to affected parties with accompanying correspondence.
 

• Arrange meetings
   

Assist the team in inviting stakeholders, booking rooms and refreshments, confirming agendas, etc.
 

• Monitoring & reporting on departmental spend against budget
   

Maintain records of expenditure for the team (overtime, expenses, travel costs, consultancy fees, etc) and provide regular reports to internal stakeholders.
 

• Monitoring & reporting on departmental OKRs
   

Maintain records and provide internal stakeholders with regular updates on individual and team performance against the established KPIs and SLAs.
 

• Data returns and data analysis
   

Data and information relating to Investigations is frequently requested by internal and external stakeholders. All such requests need to be logged, approved and then delivered. Data and information often needs to be analysed and clarified before release.
 

• Case logging and assignment
   

All new cases need to be reviewed and then logged on Pearson systems before being allocated to the relevant case officer for investigation.
 

• Provide administrative support to the Investigations team & Head of Investigations
• Provide support to other divisional teams and staff as required
   

Key Role-Specific Deliverables
 

• Provide administrative support to the Investigations team to help the ensure investigations are conducted in a timely, effective and compliant manner
• Assist the Head of Investigations and other stakeholders in monitoring the conduct of investigations
• Produce accurate, comprehensive data and information to stakeholders in a timely fashion
• Communicate with internal and external stakeholders in a professional and accurate manner while providing great customer service
• Assist other teams in the Business Improvement and Regulation (BIR) division as and when necessary