Casework Sampler

The Parliamentary and Health Service Ombudsman; Manchester; On-site; GBP 40,000 - 60,000; Full time

Job summary

A public service organization in Manchester seeks a Casework Sampler to examine casework and ensure adherence to quality assurance standards. This role involves making evidence-based decisions and supporting continuous improvement efforts. The candidate should have experience in casework and a solid understanding of quality assurance principles.

Qualifications

• Experience preferred in complaint handling.
• Ability to make evidence-based decisions.
• Self-motivated with adaptation skills.

Responsibilities

• Examine casework and record adherence to processes.
• Support the Assurance Officer for feedback reports.
• Contribute to continuous improvement and excellence.

Skills

Experience in a casework role

Knowledge of quality assurance principles

Good customer experience understanding

Job description

We currently have around 475 employees based at our two sites in London (Millbank) and Manchester.

Complaints about government departments and other public organisations are referred to us through MPs, while those about the NHS in England are usually received directly from complainants.During the 2015-16 business year, we handled 29,046 cases and investigated or resolved 4,085 cases. In this period, the largest numbers of parliamentary complaints were about the Department for Work and Pensions, the Ministry of Justice, HM Revenue and Customs and the Home Office. The largest proportion of health complaints were about NHS hospital, specialist and teaching trusts, GPs and mental health, social care and learning disability Trusts.

When an investigation leads to an upheld complaint, we seek appropriate redress for any unremedied injustice or hardship suffered by the complainant. This may involve an explanation of what went wrong, an apology, changes in procedures to prevent problems recurring and, where appropriate, a payment.

About the role

We are seeking someone with experience of working in a casework role, preferably from a complaint handling background, to join our Quality Assurance team. As a Casework Sampler, you will be responsible for examining casework and accurately recording evidence of adherence to our processes, including our Service Charter Commitments, Service Model and Supervision Model. You will apply your understanding of quality assurance principles and good customer experience to make evidenced based decisions on complex information. You will support the Assurance Officer to produce feedback and analysis reports, contributing to an environment of continuous improvement and excellence. The ideal candidate will be self-motivated and able to adapt quickly to the role. You will receive training on our casework processes and be assigned a mentor within the team. Your knowledge and skill will be assessed prior to interview.

This role is available on a full-time or part-time contract.

How to apply

Your application should be in the form of a written CV and supporting statement and should take account of the person specification and the competencies required for the role.

Applications should be submitted via our e-recruitment siteno later than 10:00am onWednesday 20 September 2017.

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