Casework Research & Support Officer

The Parliamentary and Health Service Ombudsman; London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A governmental ombudsman service in London is seeking an individual to support the delivery of systemic investigations. The successful applicant will have experience in teamwork, data interpretation, and effective communication. This role offers a Civil Service Pension, generous holiday entitlement, and flexible working arrangements, contributing to an inclusive workplace environment.

Benefits

Civil Service Pension scheme

30-day holiday entitlement

Flexible working

Access to wellbeing support

Premium access to Headspace app

Qualifications

• Experience of working within a team to achieve a common goal.
• Experience of interpreting data and producing reports.
• Ability to manage conflicting priorities effectively.

Responsibilities

• Support the development of the systemic investigations function.
• Gather information and produce clear written work.
• Communicate effectively with interested parties.

Skills

Teamwork

Data interpretation

Project delivery support

Excellent communication

Analytical skills

Planning and organization

Tools

Microsoft Office

Job description

We are the Parliamentary Health Service Ombudsman, an independent national ombudsman service. We are here to make final decisions on complaints that are yet to be resolved by the NHS in England, UK government departments, and some other public organisations.

We do this fairly and transparently without taking sides, and our service is completely free.

About the role

Purpose of this role is to support the delivery of systemic investigations

Main Duties
• Support the development and set up of the systemic investigations function
• Manage personal workload, planning effectively to complete tasks within agreed deadlines
• Gather information and produce written work that clearly sets out the evidence in a clear and robust way
• Identify and consider relevant sources of information
• Provide concise analysis of information based on agreed scopes
• Continuously seek to protect and enhance PHSO's reputation and identify opportunities to promote our service
• Keep full, accurate and up-to-date records and audit trails on the case management system
• Communicate effectively with interested parties both orally and in writing, ensuring that communication is customer-focused and fit for purpose
• Coordinate facilities and materials for workshops, meetings and engagement activity and take minutes
• Successfully complete job specific training attaining appropriate accreditation and demonstrates competency at the appropriate level
• Support and engage with change in own area and within wider PHSO
• To provide excellent customer service to all internal and external stakeholders

The Successful Applicant
Essential:
• Experience of working within a team to achieve a common goal
• Experience of working in a developing business area
• Experience of interpreting data, producing reports discussing
• research findings, and making recommendations
• Experience of supporting the delivery of a project
• IT literate
• Excellent communication skills including verbal and written
• Experience of analysing complex material and identifying and summarising key issues
• Ability to work collaboratively and apply feedback
• Good planning and organisational skills, including an ability to manage conflicting priorities effectively
• Ability to develop ideas into recommendations for future action
• Ability to meet targets and deadlines

Desirable:
• An awareness of public administration (central government in particular) or the NHS and the context in which it operates
• Knowledge or understanding of the role of an Ombudsman function
• Experience of working in a customer-focused environment
• Good problem-solving skills
• Able to influence others including those outside of your direct working relationships
• Managing a complex caseload/project
• Casework management

What's on Offer

• Civil Service Pension scheme (min 26.6% employer contribution)
• 30-day holiday entitlement, + 2.5 extra statutory holidays on top of the normal public and bank holidays
• Flexible working
• Access to a wide variety of internal & external wellbeing support, 24/7 assistance programmes and health advice
• Premium access to Headspace mindfulness and wellbeing app

PHSO is committed to Equality, Diversity and Inclusion (EDI), and welcomes applications from individuals from diverse backgrounds. They are also a Disability Confident organisation. Further information on the EDI Strategy, Employee Networks, and participation in the Disability Confident Scheme can be found in our job pack.

Should you wish to access the Disability Confident Scheme (DCS) or require any reasonable adjustments through the process please contact the lead recruiter to discuss your needs before the advert closes.

PLEASE NOTE: We can only consider applications from candidates who have the right to work in the UK.

How to apply

To apply, please submit an up-to-date CV detailing your experience that best fits the essential criteria outlined above by 10am on 05/08/2022.

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