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
As a Senior Caseworker, you will undertake casework in a timely and proportionate way meeting our internal and external standards.
We are looking for motivated individuals, to support and engage with change in their own area and within wider PHSO. Part of the role will be to ensure that all cases are progressed, promptly and proportionately, and are fully resolved at the earliest opportunity. As part of your role you will be expected to make decisions, at any point in PHSO’s process, delegated by the Ombudsman through the delegation scheme and in line with casework policy and guidance. This includes, but is not limited to, decisions on acceptance, general discretions and outcomes.
You will have proven experience of successfully managing a varied workload, have excellent analytical skills, the ability to make evidenced-based decisions on complex material and show appropriate empathy, whilst ensuring that you remain impartial.
How to apply
Applications should be submitted via our e –recruitment site no later than 10:00 am on the 28th May 2018. Interviews and assessments are due to take place w/c 11th June