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:
•    Act as the first point of contact for all initial communication with the PHSO; advising customers about how to progress complaints with the PHSO or suitable alternatives.
•    Communicate effectively with interested parties both verbally and in writing, ensuring that communication is always customer-focused.
•    Identify, acquire and assess information to resolve enquires and assessments in line with PHSO policy and guidance.
•    Take action to resolve and make low risk decisions on enquiries and assessments in line with PHSO requirements or 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.
•    Manage personal caseloads effectively and ensure the quality of tasks completed meet the Quality Framework requirements.
•    Respond and communicate with internal contacts in PHSO and stakeholders via all channels in line with the requirements of the PHSO quality framework.

The Successful Applicant

Essential:
•    Must have an understanding of high quality customer service.
•    Experience working in a customer focused environment, displaying excellent interpersonal skills including empathy.
•    Excellent communication skills including verbal and written forms of communication.
•    Experience of analysing complex written material and utilising problem-solving skills.
•    Ability to identify and summarise key issues.
•    Good planning and organisational skills with the ability to meet targets and deadlines.
•    Demonstrate understanding and experience in maintaining resilience, within or outside of the work environment.
•    Must be IT literate.

Desirable:
•    Have used systems including Microsoft Teams, Microsoft Dynamics and Anywhere 365.

What's on Offer:
•    Salary £25,437.
•    Permanent and a 2 year FTC positions available.
•    Civil Service Pension scheme (minimum 26.6% employer contribution).
•    30-day holiday entitlement, plus 2.5 extra statutory holidays on top.
•    Flexitime: Core hours between 10.00-12.00 and 14.00-16.00.
•    Access to a wide variety of internal and external wellbeing support, 24/7 assistance programmes and health advice.

PHSO is committed to Equality, Diversity and Inclusion (EDI), and welcomes applications from individuals from diverse backgrounds. They are also a Disability Confident organisation. Should you wish to access the Disability Confident Scheme (DCS) or require any reasonable adjustments through the process please contact the lead recruiter to discuss your needs before the advert closes.

PLEASE NOTE: We can only consider applications from candidates who have the right to work in the UK.