Welsh-Speaking Casework Officer (Ombudsman)

Torfaen County Borough Council; Bridgend; Hybrid; GBP 31,000 - 34,000; Full time

Job summary

Public Services Ombudsman for Wales in Bridgend is seeking a Casework Officer (Welsh) to handle complaints and enquiries from the public. The role requires Welsh language proficiency and excellent customer service or complaint handling skills.

You will manage a caseload, undertake initial assessments, and process correspondence, including simple rejections, using the in‑house case management system. This is a hybrid post, with some weekly attendance at the Bridgend office.

Qualifications

• Welsh language skills (oral and written) are mandatory.
• Experience in customer service or complaint handling is required.
• IT literate with ability to use case management software.

Responsibilities

• Manage a caseload for the Ombudsman casework.
• Carry out initial assessments of complaints.
• Process complaints and correspondence, including simple rejections.
• Use the in-house case management system to record actions.

Skills

Welsh language proficiency

Customer service

Complaint handling

IT literacy

Education

Graduate

Tools

Case management system

Job description

Public Services Ombudsman for Wales in Bridgend is seeking a Casework Officer (Welsh) to handle complaints and enquiries from the public. The role requires Welsh language proficiency and excellent customer service or complaint handling skills.

You will manage a caseload, undertake initial assessments, and process correspondence, including simple rejections, using the in‑house case management system. This is a hybrid post, with some weekly attendance at the Bridgend office.