Intake Caseworker X3

**Details**:
**Reference number**:

- 263361**Salary**:

- £25,437**Job grade**:

- Other**Contract type**:

- Permanent**Type of role**:

- Other**Working pattern**:

- Full-time**Number of jobs available**:

- 3Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- Manchester, North West England, M2 3HQAbout the job

**Job summary**:
The Parliamentary and Health Service Ombudsman (PHSO) is an independent national service. They make fair and final decisions on complaints about the NHS in England, UK Government departments and some other public organisations.

PHSO are at the forefront of stamping out social injustice and changing lives for the better. Their investigations lead to widespread improvements in public services and give people a voice when they feel they have not been treated fairly. PHSO's work is driven by its values of independence, fairness, excellence and transparency.

**Job description**:
**The Role**

PHSO currently has a number of exciting roles within the Casework Team.

Working as part of the Casework Team, a large part of the role is to be an independent decision-maker on complaints. This 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 PHSO and will advise complainants on the best route to deal with their complaint.

As an Intake Caseworker, you will be responsible for:

- Managing personal caseloads.
- Responding to general enquires on a daily basis via the helpline
- Identifying, acquiring and assessing information to resolve enquires and assessments in line with PHSO policy and guidance.
- Making low risk decisions on cases.
- Communicate effectively with interested parties both orally and in writing, ensuring that communication is customer-focused and fit for purpose

**Person specification**:
**The Successful Applicant will have**:

- Excellent customer service skills
- Ability to handle difficult calls which can include unacceptable behaviour, mental health needs and manage and signpost to emergency services when required. Excellent interpersonal skills
- Excellent communication skills, both written and verbal and the ability to present information clearly.
- Experience of analysing complex written material and identifying and summarising key issues
- Good planning and organisational skills

If you enjoy working with people and want to help make a difference to people lives’ this is a fantastic opportunity.

**Benefits**:

- Learning and development tailored to your role
- An environment with flexible working options
- A culture encouraging inclusion and diversity
- A Civil Service pension with an average employer contribution of 27%

Things you need to know

**Selection process details**:
Closing Date - midnight on 30 January 2023

Interview Date - if successfully shortlisted for this role there will be a 2 stage assessment process. The first will be a competency based assessment which will be held on 13 February. If you are successful at this stage you will progress to a competency based interview on 21/22 February 2023

Feedback will only be provided if you attend an interview or assessment.**Security**:
- People working with government assets must complete basic personnel security standard checks.**Nationality requirements**:
This job is broadly open to the following groups:

- UK nationals
- nationals of Commonwealth countries who have the right to work in the UK
- nationals of the Republic of Ireland
- relevant EU, EEA, Swiss or Turkish nationals working in the Civil Service
- relevant EU, EEA, Swiss or Turkish nationals who have built up the right to work in the Civil Service
- certain family members of the relevant EU, EEA, Swiss or Turkish nationals

Further information on nationality requirements**Working for the Civil Service**:

- The Civil Service Code sets out the standards of behaviour expected of civil servants.
- We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles.-
- Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.**Contact point for applicants**:
Job contact:

- Name:
- Grant Taylor
Recruitment team :