FEATURES An independent voice within th
This month, the Federation’s Caroline Woodward paid a visit to Nicola Williams – the new Service Complaints Commissioner (SCC) for the Armed Forces
A
s I entered the office of the Service Complaints Commissioner, it was immediately obvious that
work to prepare the organisation for what lies ahead is already in progress. What was a conference room has been dismantled and crates are stacked everywhere ahead of a planned rearrangement of the space. Extra desks will be needed as the team expands in preparation for the major changes being brought to the Commissioner’s role by reforms to the Service complaints system.
The Commissioner tells me she is a ‘born and bred Londoner’ who missed her home while she was overseas, serving as Complaints Commissioner to the Cayman Islands from 2009 to 2014 – although the weather must surely have been a consolation. She returned to London to take up the five-year appointment as the new Service Complaints
Commissioner to the Armed Forces, after going through a tough interview process including a grilling in Parliament!
“I am more than happy to be held to account for our work.”
This role definitely isn’t a popularity contest
Nicola explains: “This role needs intelligence together with softer, persuasive skills – but you also need to never worry about being unpopular. If you do, you are in the wrong job. Believe me; I have no issue with having to at times be that person. Supporting the work of the Armed Forces is a real privilege and I am more than happy to be held to account for our work.”
Nicola adds: “I knew this organisation was changing, with plenty of good work out there to be done and that really appealed to me. When I first came to Grand Cayman, I used public transport to get
from A to B as I had no car. On those bus journeys I’d overhear people’s worries, concerns and issues and was invaluable time spent understanding what really matters.”
Nicola’s previous track record has given her a wealth of useful experience which will stand her in good stead. As well as her role as Complaints Commissioner for the Cayman
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