Senior Caseworker

The Parliamentary and Health Service Ombudsman; London; On-site; GBP 30,000 - 40,000; Full time

Job summary

A public service organisation in London seeks a Senior Caseworker to manage casework effectively and ensure the timely resolution of complaints. The ideal candidate will have strong analytical skills, be able to make impartial decisions on complex issues, and demonstrate empathy. Successful management of a varied workload is essential for this role.

Qualifications

• Proven experience managing a varied workload.
• Ability to make evidence-based decisions on complex material.
• Ability to empathize while remaining impartial.

Responsibilities

• Undertake casework in a timely manner meeting standards.
• Ensure all cases are progressed and fully resolved.
• Make decisions on casework policy and guidance.

Skills

Analytical skills

Impartial decision-making

Empathy

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.

In 2016-17, we completed 4,239 investigations and 112 resolutions about 5,179 organisations. We upheld 36% of the complaints we investigated. This means that we found the organisation complained about had made mistakes or provided a poor service, and that this had a negative effect on the person complaining that had not been put right.

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 from recurring, and, where appropriate, a payment.

About the role

As a Senior Caseworker, you will undertake casework in a timely and proportionate way, meeting our internal and external standards.

We are looking for motivated individuals to support and engage with change in their own area and within wider PHSO. Part of the role will be to ensure that all cases are progressed promptly and proportionately, and are fully resolved at the earliest opportunity. You will be expected to make decisions at any point in PHSO’s process, delegated by the Ombudsman through the delegation scheme and in line with casework policy and guidance. This includes, but is not limited to, decisions on acceptance, general discretions, and outcomes.

You should have proven experience managing a varied workload, excellent analytical skills, the ability to make evidenced-based decisions on complex material, and show appropriate empathy while remaining impartial.

How to apply

Applications should be submitted via our e-recruitment site no later than 10:00 am on 28th May 2018. Interviews and assessments are scheduled to take place during the week commencing 11th June.

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