Caseworker

Overview Candidates who have previously applied within the last 6 months are kindly encouraged not to reapply at this time.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.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 last 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 mindsetable to consider conflicting information and reach well-reasoned, impartial decisionsable to interpret evidence from different sources and view things logicallyempathetically and sensitivelyable to communicate well, in writing and verbally with all peopleexcellent writing skills, able to present complex information in a clear formatresilient with a can-do attitude, some of our cases involve sensitive and upsetting situationsable to work towards targets and meet deadlinesorganised 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.Benefits Civil Service Pension scheme32.5 days annual leavehybrid working – 40% office basedaccess to a free, confidential Employee Assistance Programme offering 24/7 advice and support from professionals and counsellorscomprehensive learning and development programmeemployee discount scheme across hundreds of retailersbicycle loan schemeseason ticket loanpaid for professional membershipsWe 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 backgrounddisabledLGBTQ.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 unbiasedmonitoring the demographic trends in our workforce and making measured, sustained efforts to improve our diversity at all levelsproviding wellbeing support and opportunities for personal and professional development for all colleaguescreating spaces for connection and engagement through our employee network groups and social clubspart of the disability confident schemeproviding reasonable adjustmentsengaging in regular inclusion learning to enhance the cultural competency of our organisation.Key dates Please note due to the training for the role, the start date is fixed and is 11 May 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 periodHowever, 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.If you would like to learn more about the role and hear from our team directly, come along to one of our virtual open day sessions. Our colleagues will explain the role in depth and give you a chance to ask questions.Sessions will be held via Microsoft Teams:Thursday 15 January 2026 at 12:00 pmMeeting ID: 314 008 246 385 22Passcode: AX6923bCTuesday 20 January 2026 at 17:30 pmMeeting ID: 380 452 183 502 30Passcode: 9Fd2gz2AThursday 22 January 2026 at 12:00 pmMeeting ID: 348 765 844 383 50Passcode: rP3JF7zNSelection process Application: you will be asked four questions as part of your application. You must use strong, clear examples, using the STAR method to answer questions. Question one will be used as an initial sift, if unsuccessful at this stage you will not be taken through to shortlist stage. Please do not use AI as this may result in in your application being rejected.Assessment: 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.Interview date: 09/03/2026 – 20/03/2026If you would like to learn more about the role, please contact: Ruth Gray, Operations Manager at Ruth.Gray@ombudsman.org.ukInterviews 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 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.Important notice: fraudulent job postingsWe 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
• 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

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