Casework Advisor

We Manage Jobs(WMJobs); Coventry; On-site; GBP 25,000 - 30,000; Full time

Job summary

LGSCO is seeking a Casework Advisor to join our Intake team, the initial point of contact for the public. You will identify and accept complaints, explain the Ombudsman’s role, and filter misdirected enquiries, while handling communications via online service, email, phone or post.

The role requires attention to detail, resilience for challenging conversations, and the ability to work independently or as part of the wider team to ensure information is accurate for investigation.

Responsibilities

• Identify new complaints and accept complaints.
• Explain the role of the Ombudsman and filter out misdirected enquiries.
• Receive and process information via the online complaints service, email, telephone or post.
• Gather and record sufficient information to enable investigation.
• Ensure information entered on our complaints database is accurate.

Job description

Casework Advisors form part of our Intake team, which is the initial point of contact with LGSCO. The team’s objective is to provide an accessible and knowledgeable front-line service to members of the public. The team handles all new enquiries, through a dedicated telephone helpline, the online complaints service, and via postal correspondence.

As a Casework Advisor you will identify new complaints, accept complaints, explain the role of LGSCO and filter out misdirected enquiries.

You will receive and process information sent via the online complaint service, email, telephone or post from members of the public who wish to make a complaint or have an enquiry about doing so. They gather and record sufficient information to enable investigation into the complaint. The quality of the information you gather is essential for dealing with complaints effectively. You must have attention to detail to ensure the information you enter on our complaints database is accurate.

Key person specification You must be able to understand and deal with complex information submitted through our online complaints service. You must be confident on the telephone and be able to manage customer expectations. You will need resilience to deal with challenging conversations and behaviours.

You must be self-motivated and able to work alone, using your initiative to manage your workload, while also contributing positively as part of the wider team. You will also need to be able to identify and act on any reasonable adjustments that may be required to enable a customer to access the service.

See the job description for further details.

For more information the position and what’s it’s like to work at LGSCO, please visit our careers page www.lgo.org.uk/jobs/careers.