Intake Caseworker
| Dyddiad hysbysebu: | 29 Rhagfyr 2025 |
|---|---|
| Cyflog: | £28,311 bob blwyddyn |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 11 Ionawr 2026 |
| Lleoliad: | Manchester, Greater Manchester |
| Gweithio o bell: | Hybrid - gweithio o bell hyd at 3 ddiwrnod yr wythnos |
| Cwmni: | The Parliamentary and Health Service Ombudsman |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: |
Crynodeb
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.
Closing date: 11 January 2026
Assessment dates: 27 January 2026
Interview dates: 03 February 2026
At the Parliamentary and Health Service Ombudsman (PHSO) we make final decisions on complaints that have not been resolved by the NHS in England and UK government departments.
We’re here to help inspire a better relationship between people and public services.
Our investigations lead to widespread improvements in public services and give people a voice when they feel they have not been treated fairly. We are driven by our values of independence, fairness, excellence, and transparency.
Based in Manchester City Centre our team of 600 colleagues, work collaboratively to make voices heard. Our culture is supportive and inclusive; we put people first whether that is our complainants or colleagues.
The role
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
• communicating effectively with interested parties both orally and in writing, ensuring that communication is customer-focused and fit for purpose.
The Successful Applicant will have:
• strong communication skills, both written and verbally
• experience of handling challenging calls in a professional setting
• experience of communicating with complainants with complex communication needs
• the ability to analyse complex information and reach a decision
• experience of managing a caseload and good planning and organisational skills.
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.
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.
Benefits
• Civil Service Pension scheme
• 32.5 days annual leave
• hybrid working, 40 percent office based
• flexible working
• access to a free, confidential Employee Assistance Programme offering 24/7 advice and support from professionals and counsellors
• comprehensive learning and development programme
• employee discount scheme across hundreds of retailers
• bicycle loan scheme
• season ticket loan
• gym membership subsidy
• paid for professional memberships
• eye test reimbursement.
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.
Actions we take to embed this include:
• an anonymised shortlisting process to make sure it is fair and unbiased
• monitoring the demographic trends in our workforce and making measured, sustained efforts to improve our diversity at all levels
• providing wellbeing support and opportunities for personal and professional development for all colleagues
• creating spaces for connection and engagement through our employee network groups and social clubs
• part of the disability confident scheme
• providing reasonable adjustments
• engaging in regular inclusion learning to enhance the cultural competency of our organisation.
If you would like to learn more about the role, please contact – Grant Taylor, Operations Manager, Grant.Taylor@ombudsman.org.uk
Closing date: 11 January 2026
Assessment dates: 27 January 2026
Interview dates: 03 February 2026
The assessment will be held in person.
Please note that we don’t offer feedback at application stage.
Please do not use AI as this may result in in your application being rejected.
PLEASE NOTE: We can only consider applications from candidates who have the right to work in the UK.
We do not accept CV’s. To apply for the role, please complete the application form by clicking on the ‘apply now’ button.
No agencies. Applications from individuals only.
Closing date: 11 January 2026
Assessment dates: 27 January 2026
Interview dates: 03 February 2026
At the Parliamentary and Health Service Ombudsman (PHSO) we make final decisions on complaints that have not been resolved by the NHS in England and UK government departments.
We’re here to help inspire a better relationship between people and public services.
Our investigations lead to widespread improvements in public services and give people a voice when they feel they have not been treated fairly. We are driven by our values of independence, fairness, excellence, and transparency.
Based in Manchester City Centre our team of 600 colleagues, work collaboratively to make voices heard. Our culture is supportive and inclusive; we put people first whether that is our complainants or colleagues.
The role
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
• communicating effectively with interested parties both orally and in writing, ensuring that communication is customer-focused and fit for purpose.
The Successful Applicant will have:
• strong communication skills, both written and verbally
• experience of handling challenging calls in a professional setting
• experience of communicating with complainants with complex communication needs
• the ability to analyse complex information and reach a decision
• experience of managing a caseload and good planning and organisational skills.
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.
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.
Benefits
• Civil Service Pension scheme
• 32.5 days annual leave
• hybrid working, 40 percent office based
• flexible working
• access to a free, confidential Employee Assistance Programme offering 24/7 advice and support from professionals and counsellors
• comprehensive learning and development programme
• employee discount scheme across hundreds of retailers
• bicycle loan scheme
• season ticket loan
• gym membership subsidy
• paid for professional memberships
• eye test reimbursement.
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.
Actions we take to embed this include:
• an anonymised shortlisting process to make sure it is fair and unbiased
• monitoring the demographic trends in our workforce and making measured, sustained efforts to improve our diversity at all levels
• providing wellbeing support and opportunities for personal and professional development for all colleagues
• creating spaces for connection and engagement through our employee network groups and social clubs
• part of the disability confident scheme
• providing reasonable adjustments
• engaging in regular inclusion learning to enhance the cultural competency of our organisation.
If you would like to learn more about the role, please contact – Grant Taylor, Operations Manager, Grant.Taylor@ombudsman.org.uk
Closing date: 11 January 2026
Assessment dates: 27 January 2026
Interview dates: 03 February 2026
The assessment will be held in person.
Please note that we don’t offer feedback at application stage.
Please do not use AI as this may result in in your application being rejected.
PLEASE NOTE: We can only consider applications from candidates who have the right to work in the UK.
We do not accept CV’s. To apply for the role, please complete the application form by clicking on the ‘apply now’ button.
No agencies. Applications from individuals only.
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