About us
We currently have around 475 employees based at our two sites in London (Millbank) and Manchester.
Complaints about government departments and other public organisations are referred to us through MPs, while those about the NHS in England are usually received directly from complainants
In 2016-17, we completed 4,239 investigations and 112 resolutions about 5,179 organisations. We upheld 36% of the complaints we investigated. This means that we found the organisation complained about had made mistakes or provided a poor service, and that this had a negative effect on the person complaining that had not been put right.
When an investigation leads to an upheld complaint, we seek appropriate redress for any unremedied injustice or hardship suffered by the complainant. This may involve an explanation of what went wrong, an apology, changes in procedures to prevent problems recurring and, where appropriate, a payment.
About the role
A large part of our job as an independent decision-maker on complaints 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 us; this may be by phone, text message, voicemail, email or letter. You will then advise the complainant how to progress their complaint, whether that is with us or another suitable organisation.
Using the information you receive you will determine if complaints are appropriate and ready for us, making relevant enquiries where needed. Where possible, you will flag any issues in support of our onward casework processes.
You will manage a variable caseload and conclude cases in a timely and proportionate way in line with the agreed quality and output standards and our relevant policies. You will make robust decisions on the information you have and provide responses either by phone, email or letter.
This role offers a competitive benefits package including 30 days annual leave and flexible working hours.
How to apply
Applications should be submitted via our e –recruitment site no later than 10:00 am on 29th May. Interviews and assessments are due to take place on week commencing 4th June