Intake Caseworker

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. 

Main duties:
•    Manage personal caseloads effectively
•    Respond to contacts into PHSO via all channels in line with the requirements of the PHSO quality framework 
•    Identify, acquire and assess information to resolve enquires and assessments in line with PHSO policy and guidance; obtain that information in a proportionate and efficient way
•    Take action to resolve enquiries and assessments in line with PHSO requirements
•    Make low risk decisions on enquiries and assessments as delegated by the Ombudsman through the delegation scheme and in line with casework policy and guidance. 
•    Keep full, accurate and up-to-date records and audit trails on the case management system and on paper casework files.
•    Ensure the quality of tasks completed meet the Quality Framework requirements
•    Generate and share insight from complaints and feedback in accordance with PHSO policies
•    Communicate effectively with interested parties both orally and in writing, ensuring that communication is customer-focused and fit for purpose
•    Successfully complete job specific training attaining appropriate accreditation and demonstrate competency at the appropriate level 

Essential

Knowledge 

•    An understanding of excellent customer service

Skills

•    IT literate
•    Excellent interpersonal skills
•    Excellent communication skills including verbal and written
•    Experience of analysing complex written material and identifying and summarising key issues 
•    Good planning and organisational skills
•    Good problem-solving skills
•    The ability to meet targets and deadlines

Experience

•    Experience of analysing complex written material 
•    Identifying and summarising key issues
•    Previous experience of working in a customer focused environment demonstrating empathy

Desirable

Knowledge 

•    An awareness of public administration (central government in particular) or the NHS and the context in which it operates 

Skills

•    Able to influence others including those outside of your direct working relationships
•    Ability to work collaboratively and apply feedback 
•    Strong motivational skills

Experience

•    Negotiating outcomes with others 
•    Previous project management experience 
•    Experience of working in a customer focused environment 
•    Experience of casework management 
•    Previous project management experience is desirable but not essential

What's on Offer
•    Salary of £24,272
•    Civil service pension scheme (Min. 26.4% employer contributions)
•    30 days holiday + bank holidays
•    Flexible working and 'flexi days' - if you work more than your standard hours you can take up to two flexi days per month
•    24/7 support Employee Assistance Programme, including free counselling, bereavement support and health advice.
•    Premium access to Headspace mindfulness and wellbeing app.