User Experience à Grande-Bretagne

Business: Office of Public Guardian (OPG)

Location: National - Hybrid working based at closest MoJ Hub with regular travel to OPG offices in Victoria Square House, Birmingham and/or Embankment House, Nottingham

Grade: G7

Salary: National £58,511 - £65,329 / London £63,343 - £70,725

Contract Type: Permanent

Minimum Hours: 30 hours

The Office of the Public Guardian (OPG) protects people in England and Wales who may not have the mental capacity to make certain decisions for themselves, such as about their health and finance. We are an Executive Agency of the Ministry of Justice (MoJ), set up in 2007 following the introduction of the Mental Capacity Act of 2005.

OPG is responsible for registering lasting powers of attorney (LPA) and enduring powers of attorney (EPA) and supervising deputies who are appointed by the Court of Protection.

OPG is a fantastic place to work offering a range of development opportunities. The OPG is a disability confident employer and is committed to developing a supportive and inclusive environment that reflects the diverse community we serve.

OPG is currently delivering an ambitious transformation programme. This will change the way we provide services and help us meet the growing needs of our users, partners and our stakeholders. It will make sure our users experience a better level of support and will help us to respond to the changing needs of society. Transformation will ensure we can better support adults at risk and create high‑quality services that are accessible and affordable.

The Complaints Teams within OPG are currently spread across various business areas. This new role will consolidate the complaints function into a single, centralised team, providing a unified point of accountability for all complaints and official correspondence, bringing together Tier 1 and Tier 2 complaint handling, MP and Ministerial correspondence, and liaison with the Parliamentary and Health Service Ombudsman (PHSO). The centralised complaints team will report into the Strategy and Central Services function.

Its purpose is to ensure fair, timely and empathetic resolution of issues, while using insights from complaints to drive service improvements across OPG’s core functions and improve customer experience. The team will set and enforce consistent standards, oversee quality assurance and governance, manage redress processes, and provide transparent reporting on performance and learning. It will also lead engagement with senior stakeholders, including the Public Guardian’s Private Office, and represent OPG in cross‑government forums to embed best practice and PHSO Complaint Standards.

This function will combine operational delivery with strategic oversight, ensuring that customer feedback translates into tangible improvements and that OPG meets its statutory and service commitments.

• Set up and lead a centralised Complaints Function for OPG, covering Tier 1, Tier 2, Parliamentary questions, MP/Ministerial correspondence and PHSO liaison.
• Inspire and motivate team to be fully engaged in their work and dedicated to their role
• Establish processes and governance to make sure the team runs smoothly and meets agreed standards and KPIs.
• Own and maintain complaints and correspondence policies, ensuring they meet PHSO and MoJ requirements and that public guidance is accurate.
• Oversee all complaints handling, making sure responses are timely, fair and empathetic, and manage complex or sensitive cases.
• Manage Parliamentary questions, MP and Ministerial correspondence, ensuring high‑quality responses and deadlines are met.
• Produce clear, accurate briefings and reports for senior leaders, boards and ministers, often to tight deadlines.
• Lead OPG’s relationship with the PHSO, coordinating investigations, implementing recommendations and reducing uphold rates.
• Represent OPG in cross‑government forums and lead on implementing the Complaint Standards and training.
• Monitor performance and quality, set KPIs, run quality checks and publish regular reports on trends and outcomes.
• Turn learning into action. Use complaints insights to inform service improvement teams to enhance processes, guidance and systems, and deliver a better experience for our customers
• Manage redress processes, ensuring approvals are correct and payments are proportionate and recorded.
• Ensure safeguarding and accessibility, so vulnerable customers are supported and risks are escalated quickly.
• Oversee complaints systems and data, improving tools and reporting and working towards a single complaints system.
• Manage risks and audits, keeping a live risk register and delivering audit actions on time.
• Lead and develop the team, building capability, cross training staff across multiple areas, planning resources and creating a positive, high‑performing culture.
• Manage the budget effectively through a robust special payments process and by meeting performance and quality targets to ensure value for money.
• Be an active member of OPG’s Senior Leadership team and contribute to OPG’s wider corporate responsibilities.