Casework Officer (Call Handling) £29,094-£30,060 - (1x Fluent Welsh speaker essential, 1 x Welsh speaker desirable)
Closing Date: 17:00 02/04/2025
The Opportunity
Yolk Recruitment has partnered with the Public Services Ombudsman for Wales to source 2 Casework Officers (Call Handling).
Offering hybrid working, flexible working with generous annual leave allowances, civil service pension, CPD and a wide range of health & wellbeing benefits firmly positions the Ombudsman as an employer of choice for job seekers across Wales and beyond. Due to the nature of this position, we anticipate the need for these roles to be predominantly office based for initial training.
The Ombudsman is committed to equal opportunities and guarantee interviews for candidates with disabilities who meet the essential selection criteria.
The Role
These are roles where your excellent customer service will come to the fore, where you will deal with enquiries and complaints from the public and resolve and escalate where required and draft and issue relevant decision notices. You will:
Set up cases on the case management system.
Take oral complaints from complainants (in Welsh for the Welsh speaking role).
Log the post and deal with the Teams outgoing post.
Process complaints and correspondence received though "Ask" including straightforward rejections, such as complaints that are clearly outside jurisdiction.
Update the case management system as necessary.Req...