Intake Casework Advisor — Hybrid (Coventry)

Local Government Ombudsman; Coventry; Hybrid; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Pension: LGPS

Work/life balance

Learning and development

Family-friendly

Season ticket loan

Wellbeing programme

Civil Service Sports Club

Eye care reimbursement

Bike loan

Reasonable adjustments

Job summary

Local Government and Social Care Ombudsman (LGSCO) in Coventry is seeking a Casework Advisor for the Intake team. You will be the first point of contact for members of the public, handling enquiries via telephone, online complaints service and post.

You will identify new complaints, gather information, and explain the LGSCO role. The position emphasises accuracy, attention to detail and clear written communication in a busy frontline environment.

Qualifications

• There are no essential qualifications but candidates must be able to demonstrate excellent oral communications skills, be numerate and capable of producing clear written communications.

Responsibilities

• Identify new complaints and accept them, explaining the LGSCO role to the public.
• Receive and process information from complaints online, email, telephone or post.
• Gather adequate information to enable investigation and ensure accurate data entry.
• Handle enquiries with attention to detail and professionalism.

Skills

Excellent oral communications

Numerate

Clear written communications

Empathetic with customers

Active listening

Education

No formal qualifications required

Job description

Local Government and Social Care Ombudsman (LGSCO) in Coventry is seeking a Casework Advisor for the Intake team. You will be the first point of contact for members of the public, handling enquiries via telephone, online complaints service and post.

You will identify new complaints, gather information, and explain the LGSCO role. The position emphasises accuracy, attention to detail and clear written communication in a busy frontline environment.