Liaison and Training Officer

Primarily based in our London office, we're looking for a proactive and dynamic Liaison and Training Officer to work as part of a team in order to support and contribute to the delivery of PHSO's engagement work in order to develop, maintain, and enhancePSHO's relationships with its external stakeholders.

**Client Details**

**Description**

**The successful Liaison and Training Officer will be responsible for**:
**Main Duties**
- Support PHSO's Liaison Managers via the delivery of activities relating to the development and oversight of PHSO's Complaint Standards and, alongside operational liaison and outreach activities
- Work with Subject Matter Experts within Operations to ensure that PHSO manages specialist areas in casework consistently and support ongoing engagement with relevant external stakeholders on both individual cases and wider issues arising from specialistcasework.
- Provide advice, guidance and support to organisations, in a variety of ways, on all aspects of the Ombudsman's role and processes.
- Deal effectively with enquiries and challenges from organisations to secure good outcomes
- Write and prepare briefings for liaison meetings, including working with colleagues throughout the office to analyse casework and identify themes and issues to share with organisations to help deliver service improvement.
- Attending meetings and give presentations on the work of the Ombudsman and good public service complaint handling
- Capture evidence and feedback from liaison activities and share with colleagues to drive forward improvements in the Ombudsman's service delivery.

**Generic Duties**
- To support and engage with change in own area and within wider PHSO.
- To participate in learning & development activity and professional development, as required, in relation to the role.
- To provide excellent customer service to all internal and external stakeholders.
- To ensure all legislative, regulatory, policy, process, procedures and guidance requirements of PHSO are adhered to and appropriately evidenced to the role's line manager.

**Profile**

**The successful Liaison and Training Officer will be able to demonstrate**:
**Essential**:

- An awareness of public administration (central government in particular) or the NHS and the context in which it operates, particularly in the area of complaint handling.
- Knowledge or understanding of the role of an Ombudsman function.
- Excellent communication skills, including verbal and written and the ability to confidently present to public audiences
- Ability to plan and organise multiple tasks and activities and oversee/report on their progress
- Educated to degree level or with equivalent relevant professional experience.
- Experience of working with staff at all levels to support them in delivering projects
- Experience of analysing complex written material and identifying and summarising key issues
- Experience of prioritising work to meet deadlines and managing under pressure
- Experience of using a range of communications methods, including presenting externally, to deliver messages to a range of audiences

**Desirable**:

- Knowledge of best practice in training design or delivery
- Ability to deliver training modules to external stakeholders
- Experience of creating, managing, and enhancing relationships with stakeholders
- Experience of managing and progressing Ombudsman (or equivalent) casework
- Experience of delivering training to internal or external audiences

**Job Offer**

**The successful Liaison and Training Officer will receive**:

- Salary £33,850
- Civil Service Pension scheme (minimum 26.6% employer contribution)
- 30-day holiday entitlement, plus 2.5 extra statutory holidays on top
- Flextime: Core hours between 10.00-12.00 and 14.00-16.00
- Extra 2 days of Flexi-leave each month for additional hours that have been accrued
- Access to a wide variety of internal and external well-being support, 24/7 assistance programmes and health advice

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.
To apply, please submit an up-to-date CV detailing your experience that best fits the essential criteria outlined above.