POL00448081
POL00448081
Post Office Limited - Document Classification: INTERNAL
POST OFFICE JOB DESCRIPTION
Job Title Case Investigation & Review Analyst (Tier 3)
Grade: 2a
Post Reports to: Network Resolution Ops Manager
Division: Service and Support Optimisation
Business Unit: COO
Budget Accountability: I None
Number of Direct / None
Indirect Reports:
Location: Chesterfield - Hybrid working (Home & Office)
Fit & Proper None
Requirements
Unique Position Per SF org structure (added after evaluation)
Number:
Purpose of the role
The primary accountability of this role is to complete timely analysis and investigations into
complex branch discrepancies and supporting the Tier 2 investigations team in their
decision-making process. The complex discrepancies are escalated through a number of
routes, primarily via escalation from the Tier 2 Investigations Team but also other internal
and external areas. Investigations need to be dealt with expeditiously, fairly and in good
faith. The cases will often be highly sensitive and complex.
This is a specialist role that requires a high level of understanding of Post Office Operations
to include extensive knowledge of Horizon and branch office accounting transactions and
procedures, in order to complete detailed and often complex investigations surrounding
unexplained branch discrepancies. Working with all Senior Stakeholders, including Senior
Management, Legal and the Head of Contracts and Deployment.
Where does this role fit in within Post Office?
The role sits within the Network Support and Resolution team reporting directly into the
Network Resolution Operations Manager.
Principal accountabilities
e Gather and provide detailed evidence to support the Contract Advisors through
detailed investigations
e Analyse and interpret all Post Office system data, to include Horice and ARQ data
e« Complete credible, comprehensive, and timely investigations to support Postmasters
through complex discrepancy investigations
« Complete a detailed factual investigation on findings and be able to professionally
present any outcomes to their Line Manager and all stakeholders as required
e Ensure stakeholders are updated of progress and provide information as required
POL00448081
POL00448081
Post Office Limited - Document Classification: INTERNAL
Maintain case load tracker for visibility of all cases and keep appropriate records of
all analysis and investigations
Understand the issues of the cases, driving down the detail to ensure a conclusion is
reached and root cause identified and escalated wherever possible
Working collaboratively with required individuals and departments within POL to
gather and understand associated evidence
Engage with and respond to requests for information from internal and external
Legal personnel
Ensure the Network Resolution Ops Manager is apprised of any potential escalation
cases at the first available opportunity
Strive to find better ways of doing things - simply, effectively, and digitally where
possible — with the customer at the heart of everything done
Work collaboratively as part of the Network Support and Resolution Team, the
Contracts Team and wider business ensuring best practice is shared and continuous
improvement is embedded
Knowledge, experience and skills
Good understanding of Post Office data sources and an ability to analyse and
interpret that data effectively
An extensive detailed knowledge of all Post Office transactional and accounting
practice
In-depth knowledge of Post Office procedures and processes
Good knowledge of audit and training procedures
Excellent knowledge of Horizon, interpretation of branch logs
Post Office policies, contracts, systems and operating procedures
Awareness of both the wider social and commercial environment in which Post Office
Ltd operates
Good understanding of relevant business stakeholders
Understanding of outputs from GLO
Strong communication skills
Strong Excel skills