Please see bottom for key dates
Make a difference, join our team.
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 work closely with people to understand where, how and why public services sometimes fall short and fail to put people first. And we find ways to put it right.
Based in the centre of Manchester, we employ 600 individuals, collaboratively working together to make voices heard. We have created a diverse and inclusive culture that is supportive, whilst offering flexibility and hybrid working.
The role
As a caseworker, your role will be to make complaints count.
You will analyse evidence, speak to complainants and NHS or other government departments and liaise with our own Clinical Advisers to reach decisions on whether to uphold complaints.
Our Caseworkers bring experience from all walks of life. Some have been solicitors; others are nurses or complaints investigators in local government. Others are recent graduates who combine great customer service experience with writing and analysis skills.
Whatever your background, if the following sounds like you we would love to hear from you:
* an analytical mindset
* able to consider conflicting information and reach well-reasoned, impartial decisions
* able to interpret evidence from different sources and view things logically
* empathetically and sensitively
* able to communicate well, in writing and verbally with all people
* excellent writing skills, able to present complex information in a clear format
* resilient with a can-do attitude, some of our cases involve sensitive and upsetting situations
* able to work towards targets and meet deadlines
* organised and can balance conflicting priorities, often in a fast-paced or dynamic environment.
This is an exciting opportunity to help make a difference in society. The work we do is extremely important in righting individual wrongs, informing public policy and driving improvements in public services.
We offer the opportunity for progression. We have seen Caseworkers progress to Senior Caseworker positions, management positions, and positions in our internal quality and training teams. Some of our current Assistant Casework Directors joined us as Caseworkers.
Benefits:
* 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.
We recognise the value of lived experience. If you have experience of complaining about any public body, we strongly encourage you to apply.
Diversity and Inclusion
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.
Inclusion & Wellbeing
Equality, diversity, inclusion, and wellbeing are vital to the way we work and our culture. We want our colleagues to 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.
Key dates
Please note due to the training for the role, the start date is fixed and is 19 May 2025, you must be available for the following 3.5 weeks. We are unable to offer any flexibility on this date, however, we will be recruiting throughout 2025. If this date doesn’t work for you keep an eye out for upcoming recruitment. Alternatively, you can register for job alerts on our careers page.
Additional start dates: 23 June and 8 September.
If you are shortlisted for the role, you will be invited to complete a written assessment. We will then invite candidates that pass the written assessment for interview.
Closing Date: 12 January 2025
Written assessment task dates: 27 – 31 January 2025
Interview Date: 24 February – 14 March 2025
Interviews will be in person, onsite.
Please note that we do not 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.
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