Intake Caseworker

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

Job summary

A public services oversight organization in Manchester is looking for an Intake Caseworker to handle initial communications regarding complaints. You will advise complainants on progressing their complaints and manage a variable caseload, ensuring timely resolutions. Candidates should possess strong communication skills and the ability to manage multiple cases effectively. This role offers the opportunity to impact how injustices in public services are addressed.

Qualifications

• Strong communication skills for diverse channels of contact.
• Ability to manage and record multiple cases effectively.
• Ability to flag issues proactively in casework processes.

Responsibilities

• Serve as the first point of contact for complaints.
• Advise complainants on how to progress their complaints.
• Manage a variable caseload, concluding cases timely.

Job description

We are the final stage for complaints about the NHS in England and public services delivered by the UK Government. We look into complaints where someone believes there has been injustice or hardship because an organisation has not acted properly or fairly or has given a poor service and not put things right.

Our service is free for everyone.

About the role

A large part of our job as an independent decision-maker on complaints involves giving people information and advice about making a complaint.

As an Intake Caseworker, you will be the first point of contact for all initial communication with us; this may be by phone, text message, voicemail, email, or letter.

You will then advise the complainant how to progress their complaint, whether that is with us or another suitable organisation.

Using the information you receive, you will determine if complaints are appropriate and ready for us, making relevant enquiries where needed. Where possible, you will flag any issues in support of our onward casework processes.

You will manage a variable caseload and conclude cases in a timely and proportionate way in line with the agreed quality and output standards and our relevant policies. You will make robust decisions on the information you have and provide responses either by phone, email, or letter.

How to apply

Submit CV and Supporting Statement by 10am on 5th April 2020.

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