Senior Officer Enquiries and Complaints

Posted by: Ofqual

Employed By: Ofqual

Job Title: Senior Officer Enquiries and Complaints

Salary: £35066 - £42629

Business Area: OFQUAL - Legal

Working Pattern: Flexible working, Full-time, Job share, Part-time

Contract: Full-time/ Fixed contract

Location: Hybrid / Coventry

Reference: 487006

Application Deadline: 11:55 pm on Monday 2nd November 2026

Job description

Ofqual is the independent qualifications regulator for England. We currently regulate 200+ awarding organisations, and approx. 11,600 certified qualifications.

These include GCSEs, AS and A levels, and a broad range of vocational and technical qualifications.

For more information about the work we do please visit our website and our Careers Pages https://www.gov.uk/government/organisations/ofqual and

https://www.civil-service-careers.gov.uk/ofqual-hub/

About the role

We are recruiting a Senior Officer to join our Complaints team. This role offers the opportunity to lead on complex casework and contribute directly to protecting standards and ensuring awarding organisations meet their regulatory obligations.

This role is being offered on a 12 month fixed term basis due to maternity leave.

Job description

What you will be doing

You'll manage a varied caseload, including enquiries, complaints, whistleblowing referrals, malpractice allegations, executive correspondence and parliamentary questions. You'll gather and analyse evidence, assess complex information, and make well-reasoned decisions while ensuring cases are handled fairly, efficiently and in line with established procedures.

The role offers the opportunity to work closely with colleagues across Ofqual, awarding organisations and other stakeholders, helping to identify trends, emerging risks and issues that may affect the qualifications system.

You will be:

• Managing a diverse caseload of enquiries, complaints, whistleblowing referrals, malpractice allegations and high-profile correspondence.

• Planning and conducting investigations, gathering and evaluating evidence from a range of sources.

• Producing clear, well-reasoned reports, briefings and correspondence for internal and external audiences.

• Making evidence-based decisions and recommendations on complex cases.

• Building productive relationships with awarding organisations and other stakeholders to support the progression of investigations and resolution of issues.

• Identifying trends, risks and intelligence arising from casework and contributing to wider organisational learning.

• Supporting continuous improvement by helping to develop processes, guidance and team practices.

• Providing advice and support to colleagues on casework and procedural matters where required.