Senior Caseworker
About the jobJob summary
Closing date: 26 January 2025
External interview dates: w/c 10 February
Internal interview dates: w/c 3 March
The Parliamentary and Health Service Ombudsman (PHSO) is a modern, vibrant organisation full of passionate, committed people. We make final decisions on complaints that have not been resolved by UK Government departments and the NHS in England.
We champion higher standards of behaviour to encourage a better relationship between people and public services. A well-handled complaint has the power to reveal the truth, bring closure and even create lasting positive change.
Our office is based in Manchester City Centre, where nearly 600 of us collaboratively work together to make complaints count. We’re a team of real people who care about the work we do and each other. We’re a supportive, inclusive team that values honesty and respect. We believe in treating people like people, and we work hard to create a place where everyone feels they belong.
Job description
We have an exciting opportunity to become a Senior Caseworker, working on our most difficult and complicated cases.
As a Senior Caseworker, you will undertake casework in a timely and proportionate way to meet our internal and external standards. We are looking for enthusiastic and motivated individuals to support and engage with change in their own area and within wider PHSO.
A key part of the role will be to ensure you progress all cases promptly and proportionately and look to fully resolve them at the earliest opportunity in line with our Quality Framework. Working independently in line with our delegation scheme, you will be expected to make nuanced and complex decisions which meet our quality standards.
You will have proven experience of successfully managing a varied workload, have excellent analytical skills, and the ability to make robust, evidenced-based decisions on complex material. You will be able to show appropriate empathy, whilst ensuring that you remain impartial.
Person specification
experience of analysing complex written material and identifying and summarising key issues
ability to make robust, independent decisions on varied and complex casework
effective, proactive relationship management skills at all levels, including ability to convey difficult messages in writing, by telephone and, where appropriate, face to face
good planning and organisational skills
Casework management experience.
We recognise the value of lived experience. If you have experience of complaining about any public body, we strongly encourage you to apply.
We know the value of having diverse, representative teams across our organisation. Which is why we particularly encourage applications from candidates who are likely to be underrepresented within the team. These include people who are:
Asian, Black, Mixed Ethnicity or another ethnic background
disabled
LGBTQ.
Benefits
Civil Service Pension scheme
32.5 days annual leave
hybrid working, 40 percent office based
flexible working
access to a free, confidential Employee Assistance Programme offering 24/7 advice and support from professionals and counsellors
comprehensive learning and development programme
employee discount scheme across hundreds of retailers
bicycle loan scheme
season ticket loan
gym membership subsidy
paid for professional memberships
eye test reimbursement.
Inclusion & Wellbeing
Equality, diversity, inclusion, and wellbeing are vital to the way we work and our culture. We want our colleagues feel included, valued, and supported at work. It is essential that we are representative and accessible for the people who work here and those who use our service.
Actions we take to embed this include:
an anonymised shortlisting process to make sure it is fair and unbiased
monitoring the demographic trends in our workforce and making measured, sustained efforts to improve our diversity at all levels
providing wellbeing support and opportunities for personal and professional development for all colleagues
creating spaces for connection and engagement through our employee network groups and social clubs
engaging in regular inclusion learning to enhance the cultural competency of our organisation.
If you want to join a dedicated team that makes a real difference and helps raise standards in public services, then is the opportunity for you.
Things you need to know
Selection process details
We are open to part time applicants, to deliver a customer focused service 0.60 FTE is the minimum hours we expect staff to work. Please outline on your supporting statement.
If you would like to discuss the role, please reach out to Ian Higgins, Operations Manager, Ian.Higgins@ombudsman.org.uk
Interviews will be held onsite.
Please note that we don’t offer feedback at application stage.
PLEASE NOTE: We can only consider applications from candidates who have the right to work in the UK. We are unable to offer sponsorship as we do not have a licence.
We do not accept CV’s. To apply for the role, please complete the application form by clicking on the ‘apply now’ button.
No agencies. Applications from individuals only.
Feedback will only be provided if you attend an interview or assessment.
Security
Successful candidates must undergo a criminal record check.
People working with government assets must complete baseline personnel security standard (opens in new window) checks.
Medical
Successful candidates will be expected to have a medical.
Nationality requirements
Open to UK nationals only.
Working for the Civil Service
Please note this Post is NOT regulated by the Civil Service Commission.
The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.
Diversity and Inclusion
The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).
Apply and further information
Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.
Contact point for applicants
Job contact :
Name :Ian.Higgins@ombudsman.org.uk
Email :Ian.Higgins@ombudsman.org.uk
Recruitment team
Email :recruitment@ombudsman.org.uk