Intake Caseworker

Working as part of the Casework Team, a large part of the role is to be an independent decision-maker on complaints. This 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 PHSO and will advise complainants on the best route to deal with their complaint. This role telephony based and will require you to be ready to answer and make calls for at least half of your day each day.
As an Intake Caseworker, you will be responsible for:
+ managing personal caseloads
+ responding to general enquires on a daily basis via the helpline
+ handling challenging calls where you may need to apply an unacceptable behaviour policy
+ dealing with complainants with complex communication needs
+ in some cases, handling suicidal calls
+ identifying, acquiring and assessing information to resolve enquires and assessments in line with PHSO policy and guidance
+ making low risk decisions on cases
+ communicating effectively with interested parties both orally and in writing, ensuring that communication is customer-focused and fit for purpose., 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 would like to learn more about the role, please contact – Grant Taylor, Operations Manager, Grant.Taylor@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.

Nationality requirements
This job is broadly open to the following groups:
+ UK nationals
+ nationals of the Republic of Ireland
+ nationals of Commonwealth countries who have the right to work in the UK
+ nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
+ nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
+ individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
+ Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service
Further information on nationality requirements (opens in a new window)

+ experience of working in a customer focused environment
+ excellent communications skills, both written and verbal
+ experience of negotiating outcomes with others
+ the ability to confidently handle challenging calls.
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

At the Parliamentary and Health Service Ombudsman (PHSO) we make final decisions on complaints that have not been resolved by the NHS in England and UK government departments.
We are at the forefront of stamping out social injustice and changing lives for the better. Our investigations lead to widespread improvements in public services and give people a voice when they feel they have not been treated fairly. We are driven by our values of independence, fairness, excellence, and transparency.
Based in Manchester City Centre our team of 600 colleagues, work collaboratively to make voices heard. Our culture is supportive and inclusive, we put people first whether that is our complainants or colleagues., + Civil Service Pension scheme (minimum 26.6 percent employer contribution)
+ 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.