Frontline Casework Advisor

We Manage Jobs(WMJobs); Coventry; On-site; GBP 25,000 - 30,000; Full time

Job summary

LGSCO is seeking a Casework Advisor to join our Intake team, the initial point of contact for the public. You will identify and accept complaints, explain the Ombudsman’s role, and filter misdirected enquiries, while handling communications via online service, email, phone or post.

The role requires attention to detail, resilience for challenging conversations, and the ability to work independently or as part of the wider team to ensure information is accurate for investigation.

Responsibilities

• Identify new complaints and accept complaints.
• Explain the role of the Ombudsman and filter out misdirected enquiries.
• Receive and process information via the online complaints service, email, telephone or post.
• Gather and record sufficient information to enable investigation.
• Ensure information entered on our complaints database is accurate.

Job description

LGSCO is seeking a Casework Advisor to join our Intake team, the initial point of contact for the public. You will identify and accept complaints, explain the Ombudsman’s role, and filter misdirected enquiries, while handling communications via online service, email, phone or post.

The role requires attention to detail, resilience for challenging conversations, and the ability to work independently or as part of the wider team to ensure information is accurate for investigation.