Casework Officer (Welsh) - Ombudsman

Torfaen County Borough Council; Bridgend; Híbrido; GBP 31.000 - 34.000; Jornada completa

Descripción de la vacante

Public Services Ombudsman for Wales in Bridgend is seeking a Casework Officer (Welsh) to handle complaints and enquiries from the public. The role requires Welsh language proficiency and excellent customer service or complaint handling skills.

You will manage a caseload, undertake initial assessments, and process correspondence, including simple rejections, using the in‑house case management system. This is a hybrid post, with some weekly attendance at the Bridgend office.

Formación

• Welsh language skills (oral and written) are mandatory.
• Experience in customer service or complaint handling is required.
• IT literate with ability to use case management software.

Responsabilidades

• Manage a caseload for the Ombudsman casework.
• Carry out initial assessments of complaints.
• Process complaints and correspondence, including simple rejections.
• Use the in-house case management system to record actions.

Conocimientos

Welsh language proficiency

Customer service

Complaint handling

IT literacy

Educación

Graduate

Herramientas

Case management system

Descripción del empleo

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Job profile for Casework Officer (Welsh) - Ombudsman

Casework Officer (Welsh) - Ombudsman

26/11/2026

The job requirements are detailed below. Where applicable the skills, qualifications and memberships required for this job have also been included.

Job details

Salary £31,017 - £33,675 Contractual hours 37 Basis Full Time Job category/type External Organisations Date posted 06/11/2026 Job reference REQ006683

Job description

Are you a recent Graduate who is able to conduct work in Welsh (written and oral)? Do you have good customer service or complaint handling skills?

The Public Services Ombudsman is looking to recruit a Graduate to the role of Casework Officer to provide a service to members of the public and others who may contact the Ombudsman’s office with complaints or enquiries.

In the role you will manage a caseload, undertake initial assessments of complaints and exercise the Ombudsman’s delegated authority. You will use the in house case management system, process complaints and correspondence including straightforward rejections, such as complaints that are clearly outside our jurisdiction.

To be successful in this role, you will need to demonstrate great telephone and customer service skills, complaint handling capabilities as well as being IT literate and be able to conduct work in Welsh (both oral and written).

This is a hybrid role, where some attendance on a weekly basis is required at our office in Bridgend.

It is vital that those working for the Ombudsman are impartial and that they are seen to be impartial. Staff working for the Ombudsman are therefore not permitted to take part in political activity and they are required to avoid public political comment, for example on social media. Successful candidates will be asked, prior to appointment, to sign an undertaking confirming that they agree to abide by our social media policy and review their social media footprint across all platforms used.

Here is the link: Casework Officer (Welsh) - Public Services Ombudsman for Wales

How to find us

Torfaen County Borough Council
Civic Centre
Pontypool
NP4 6YB