Caseworker

The Parliamentary and Health Service Ombudsman; Manchester; On-site; GBP 25,000 - 40,000; Full time

Job summary

A UK public service organization is seeking a motivated Caseworker to manage casework and assist in improving public services. The ideal candidate will possess excellent customer service skills, strong analytical abilities, and the capability to make evidence-based decisions. This role offers the chance to make a significant impact on society while adhering to high standards of impartiality and empathy.

Qualifications

• Motivated individuals with casework experience.
• Can manage a varied workload efficiently.
• Demonstrates empathy and impartiality.

Responsibilities

• Undertake casework in a timely manner.
• Write clear and effective reports.
• Help make a difference to society.

Skills

Excellent customer service skills

Analytical skills

Ability to make evidence-based decisions

Clear and effective writing

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

As a caseworker you will be undertaking casework in a timely and proportionate way to our agreed internal and external standards.

We are looking for motivated individuals, with excellent customer service skills to join our team. Ideally, you will be highly motivated, be able to successfully manage a varied workload, have excellent analytical skills, the ability to make evidenced-based decisions and show appropriate empathy whilst ensuring that you remain impartial. You must be able to write clearly and effectively.

This is an exciting opportunity to help make a difference to society. The work we do is extremely important in righting individual wrongs, informing public policy and driving improvements in public services.

How to apply

Your application should be in the form of written CV and supporting statement

The written statement should cover no more than 2 sides of A4 paper in font size 12, demonstrating why you think you are suitable for the post, and using examples to show how your knowledge, skills and experience meets the requirements of the person specification. Any of the competencies may be tested at interview.

You should take into account the person specification and the competencies required for the role. Applications should be submitted via our e –recruitment site no later than 10:00am onTuesday 12September 2017.

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