Caseworker
| Posting date: | 01 September 2025 |
|---|---|
| Salary: | £35,541 per year |
| Hours: | Full time |
| Closing date: | 21 September 2025 |
| Location: | Manchester |
| Remote working: | Hybrid - work remotely up to 3 days per week |
| Company: | The Parliamentary and Health Service Ombudsman |
| Job type: | Permanent |
| Job reference: |
Summary
Please see bottom for key dates
Candidates who have previously applied within the last 6 months are kindly encouraged not to reapply at this time.
Make a difference, join our team.
The Parliamentary and Health Service Ombudsman (PHSO) is a modern, vibrant organisation full of passionate, committed people. We make final decisions on complaints that have not been resolved by UK Government departments and the NHS in England. We work closely with people to understand where, how and why public services sometimes fall short and fail to put people first. And we find ways to put it right.
Based in the centre of Manchester, we employ 600 individuals, collaboratively working together to make voices heard. We have created a diverse and inclusive culture that is supportive, whilst offering flexibility and hybrid working.
The Role
We have grown significantly as an organisation this year and are continuing to grow. As our team grows, we're looking for multiple caseworkers to help make sure every complaint makes a difference.
You will analyse evidence, speak to complainants and NHS or other government departments and liaise with our own Clinical Advisers to reach decisions on whether to uphold complaints.
Our Caseworkers bring experience from all walks of life. Some have been solicitors; others are nurses or complaints investigators in local government. Others are recent graduates who combine great customer service experience with writing and analysis skills.
Whatever your background, if the following sounds like you we would love to hear from you:
an analytical mindset
able to consider conflicting information and reach well-reasoned, impartial decisions
able to interpret evidence from different sources and view things logically
empathetically and sensitively
able to communicate well, in writing and verbally with all people
excellent writing skills, able to present complex information in a clear format
resilient with a can-do attitude, some of our cases involve sensitive and upsetting situations
able to work towards targets and meet deadlines
organised and can balance conflicting priorities, often in a fast-paced or dynamic environment.
This is an exciting opportunity to help make a difference in society. The work we do is extremely important in righting individual wrongs, informing public policy and driving improvements in public services.
We offer the opportunity for progression. We have seen Caseworkers progress to Senior Caseworker positions, management positions, and positions in our internal quality and training teams. Some of our current Assistant Casework Directors joined us as Caseworkers.
We recognise the value of lived experience. If you have experience of complaining about any public body, we strongly encourage you to apply.
We know the value of having diverse, representative teams across our organisation. Which is why we particularly encourage applications from candidates who are likely to be underrepresented within the team. These include people who are:
Asian, Black, Mixed Ethnicity or another ethnic background
disabled
LGBTQ.
Inclusion & Wellbeing
Equality, diversity, inclusion, and wellbeing are vital to the way we work and our culture. We want our colleagues feel included, valued, and supported at work. It is essential that we are representative and accessible for the people who work here and those who use our service.
Please note, we reserve the right to close the advert early if we receive a high volume of applications, so we encourage you to apply as soon as possible.
Key dates
Please note due to the training for the role, the start date is fixed and is 12 January 2026, you must be available for the following 3.5 weeks. We are unable to offer any flexibility on this date. Training is delivered as a mix of in office and virtual sessions and you will be required to be in the office for three days per week throughout this initial training period
However, if this date doesn’t work for you keep an eye out for upcoming recruitment. Due to growth, we are likely to be recruiting Caseworkers in the near future. Alternatively, you can register for job alerts on our careers page.
Selection process
If you are shortlisted for the role, you will be invited to complete a written assessment online. We will then invite candidates that pass the written assessment for interview in person.
Due to the high volume of applications, the need to carefully assess written assessments and the number of interviews we’ll be conducting, we anticipate a longer recruitment process.
Closing date: 21/09/2025
Written online assessment task dates: 06/10/2025 – 12/10/2025
Interview date: 03/11/2025 – 14/11/2025
If you would like to learn more about the role, please contact: Ruth Gray, Operations Manager at Ruth.Gray@ombudsman.org.uk
Interviews will be held onsite.
Please note that we do not offer feedback at application stage.
PLEASE NOTE: We can only consider applications from candidates who have the right to work in the UK. We are unable to offer sponsorship as we do not have a licence.
We do not accept CVs. To apply for the role, please complete the application form by clicking on the ‘apply now’ button.
No agencies. Applications from individuals only.
Important notice: fraudulent job postings
We have been made aware that some websites are falsely advertising job vacancies for the Parliamentary and Health Service Ombudsman (PHSO). We only advertise job vacancies through these official channels:
- our website
- LinkedIn
- Civil Service Jobs
- GOV.uk
- Indeed
Do not share personal details with any other websites claiming to represent PHSO. Contact our recruitment team to report any concerns at recruitment@ombudsman.org.uk
Candidates who have previously applied within the last 6 months are kindly encouraged not to reapply at this time.
Make a difference, join our team.
The Parliamentary and Health Service Ombudsman (PHSO) is a modern, vibrant organisation full of passionate, committed people. We make final decisions on complaints that have not been resolved by UK Government departments and the NHS in England. We work closely with people to understand where, how and why public services sometimes fall short and fail to put people first. And we find ways to put it right.
Based in the centre of Manchester, we employ 600 individuals, collaboratively working together to make voices heard. We have created a diverse and inclusive culture that is supportive, whilst offering flexibility and hybrid working.
The Role
We have grown significantly as an organisation this year and are continuing to grow. As our team grows, we're looking for multiple caseworkers to help make sure every complaint makes a difference.
You will analyse evidence, speak to complainants and NHS or other government departments and liaise with our own Clinical Advisers to reach decisions on whether to uphold complaints.
Our Caseworkers bring experience from all walks of life. Some have been solicitors; others are nurses or complaints investigators in local government. Others are recent graduates who combine great customer service experience with writing and analysis skills.
Whatever your background, if the following sounds like you we would love to hear from you:
an analytical mindset
able to consider conflicting information and reach well-reasoned, impartial decisions
able to interpret evidence from different sources and view things logically
empathetically and sensitively
able to communicate well, in writing and verbally with all people
excellent writing skills, able to present complex information in a clear format
resilient with a can-do attitude, some of our cases involve sensitive and upsetting situations
able to work towards targets and meet deadlines
organised and can balance conflicting priorities, often in a fast-paced or dynamic environment.
This is an exciting opportunity to help make a difference in society. The work we do is extremely important in righting individual wrongs, informing public policy and driving improvements in public services.
We offer the opportunity for progression. We have seen Caseworkers progress to Senior Caseworker positions, management positions, and positions in our internal quality and training teams. Some of our current Assistant Casework Directors joined us as Caseworkers.
We recognise the value of lived experience. If you have experience of complaining about any public body, we strongly encourage you to apply.
We know the value of having diverse, representative teams across our organisation. Which is why we particularly encourage applications from candidates who are likely to be underrepresented within the team. These include people who are:
Asian, Black, Mixed Ethnicity or another ethnic background
disabled
LGBTQ.
Inclusion & Wellbeing
Equality, diversity, inclusion, and wellbeing are vital to the way we work and our culture. We want our colleagues feel included, valued, and supported at work. It is essential that we are representative and accessible for the people who work here and those who use our service.
Please note, we reserve the right to close the advert early if we receive a high volume of applications, so we encourage you to apply as soon as possible.
Key dates
Please note due to the training for the role, the start date is fixed and is 12 January 2026, you must be available for the following 3.5 weeks. We are unable to offer any flexibility on this date. Training is delivered as a mix of in office and virtual sessions and you will be required to be in the office for three days per week throughout this initial training period
However, if this date doesn’t work for you keep an eye out for upcoming recruitment. Due to growth, we are likely to be recruiting Caseworkers in the near future. Alternatively, you can register for job alerts on our careers page.
Selection process
If you are shortlisted for the role, you will be invited to complete a written assessment online. We will then invite candidates that pass the written assessment for interview in person.
Due to the high volume of applications, the need to carefully assess written assessments and the number of interviews we’ll be conducting, we anticipate a longer recruitment process.
Closing date: 21/09/2025
Written online assessment task dates: 06/10/2025 – 12/10/2025
Interview date: 03/11/2025 – 14/11/2025
If you would like to learn more about the role, please contact: Ruth Gray, Operations Manager at Ruth.Gray@ombudsman.org.uk
Interviews will be held onsite.
Please note that we do not offer feedback at application stage.
PLEASE NOTE: We can only consider applications from candidates who have the right to work in the UK. We are unable to offer sponsorship as we do not have a licence.
We do not accept CVs. To apply for the role, please complete the application form by clicking on the ‘apply now’ button.
No agencies. Applications from individuals only.
Important notice: fraudulent job postings
We have been made aware that some websites are falsely advertising job vacancies for the Parliamentary and Health Service Ombudsman (PHSO). We only advertise job vacancies through these official channels:
- our website
- Civil Service Jobs
- GOV.uk
- Indeed
Do not share personal details with any other websites claiming to represent PHSO. Contact our recruitment team to report any concerns at recruitment@ombudsman.org.uk
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.