Casework Officer (Welsh) - Public Services Ombudsman for Wales

Pembrokeshire County Council; Wales; Hybrid; GBP 22,000 - 28,000; Full time

Job summary

The Public Services Ombudsman for Wales is recruiting a Graduate Casework Officer (Welsh) to support public inquiries and complaints. The role involves managing a caseload, performing initial assessments, and processing correspondence using the internal case management system. Fluency in Welsh (oral and written) and strong customer service skills are essential.

This is a hybrid position with periodic office presence required in Bridgend. We value impartiality and equal opportunities in our staff.

Qualifications

• Graduate status required.
• Excellent Welsh (written and spoken).
• Strong telephone and customer service skills.
• IT literacy required for case processing.

Responsibilities

• Manage a caseload and conduct initial assessments of complaints.
• Process complaints and communications, including straightforward rejections.
• Use the in-house case management system to record actions.
• Communicate with stakeholders in Welsh as required.

Skills

Customer service

Complaint handling

IT literacy

Welsh language

Tools

Case management system

Job description

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Job profile for Casework Officer (Welsh) - Public Services Ombudsman for Wales

Casework Officer (Welsh) - Public Services Ombudsman for Wales

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

Contractual hours 37 Basis Non Establishment Job reference REQAA7703

Job description

External role

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.

The Public Services Ombudsman is an Equal Opportunities Employer.

Diversity and inclusion is central to everything we do. We are actively committed to promoting and participating in good practice in the way that we attract, recruit and retain staff.

Everyone is encouraged to bring their whole self to work because we appreciate the value that a truly diverse workforce brings to an organisation. We celebrate difference, recognising the benefits this brings to our inclusive culture, including age, disability, gender identity and expression, religion, race, sex, sexual orientation and socio-economic background.

Casework Officer (Welsh) - Public Services Ombudsman for Wales

The deadline for applications is: 12 noon 27 November 2026.

Pembrokeshire County Council,Haverfordwest, Pembrokeshire, SA61 1TP