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For Companies At a Glance
- Tasks: Manage complex cases and make impactful decisions to improve public services.
- Company: Join a vibrant team at the Parliamentary and Health Service Ombudsman in Manchester.
- Benefits: Enjoy 32.5 days leave, hybrid working, and a Civil Service Pension scheme.
- Other info: Diverse and inclusive culture with excellent career development opportunities.
- Why this job: Make a real difference by resolving complaints and advocating for peopleâs rights.
- Qualifications: Experience in casework, strong analytical skills, and effective communication abilities.
The predicted salary is between 40000 - 50000 ÂŁ per year.
About us
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 over 600 individuals, collaboratively working together to make voices heard. We have created a diverse and inclusive culture, whilst offering flexibility to give you the autonomy to work in the best way suited to you. This is a hybrid role, with an expectation that you will work from the office at least 40% of the time.
The role
We have an exciting opportunity to become a Senior Caseworker, working on our most difficult and complicated cases. As a Senior Caseworker, you will undertake casework in a timely and proportionate way to meet our internal and external standards. We are looking for enthusiastic and motivated individuals to support and engage with change in their own area and within wider PHSO. A key part of the role will be to ensure you progress all cases promptly and proportionately and look to fully resolve them at the earliest opportunity in line with our Quality Framework. Working independently in line with our delegation scheme, you will be expected to make nuanced and complex decisions which meet our quality standards. You will have proven experience of successfully managing a varied workload, have excellent analytical skills, and the ability to make robust, evidenced-based decisions on complex material. You will be able to show appropriate empathy, whilst ensuring that you remain impartial.
Key benefits
- Civil Service Pension scheme
- 32.5 days annual leave (plus bank holidays on top)
- Hybrid working, 40 percent office based
- 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
- Paid for professional memberships
Key dates
- Start date: 28 September 2026 (no flexibility). You must be available for the first 3.5 weeks for training. Training: mix of office-based and virtual sessions; youâll be in the office 3 days per week during the initial training period.
- Interview and assessment date: 08 â 19 June 2028
How to apply (and how to do well)
You will answer four scored questions at application stage. We use these to shortlist, so your answers matter.
- Choose real examples (from professional settings)
- Focus on what you did, not what âweâ did as a group
- Explain your thinking: what you looked at, what you decided, and why
- Keep it clear and specific, avoid generic statements
Shortlisting Criteria
The successful candidate will have:
- Experience of analysing complex written material and identifying and summarising key issues
- Ability to make robust, independent decisions on varied and complex casework
- Effective, proactive relationship management skills at all levels, including ability to convey difficult messages in writing, by telephone and, where appropriate, face to face
- Good planning and organisational skills and casework management experience.
We recognise the value of lived experience. If you have experience of complaining about any public body, we strongly encourage you to apply.
Equality, diversity, inclusion, and wellbeing are vital to the way we work and our culture. We want our colleagues to 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.
Contact and important information
If you would like to learn more about the role, please contact SCWRecruitment@ombudsman.org.uk and one of our Operations Managers will respond.
Interviews: held onsite
Feedback: we do not offer feedback at application stage
Right to work: we can only consider candidates with the right to work in the UK.
Sponsorship: we are unable to offer sponsorship (we do not have a licence).
Applications: we do not accept CVsâplease apply via the application form (âapply nowâ).
Agencies: no agencies; applications from individuals only.
Early closure: we may close the advert early if we receive a high volume of applications.
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, GOV.uk, Indeed, Ombudsman association, BMEjobs.co.uk, LGBTjobs.co.uk. 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.
Senior Caseworker employer: Parliamentary and Health Service Ombudsman
Contact Detail:
Parliamentary and Health Service Ombudsman Recruiting Team
StudySmarter Expert Advice đ¤Ť
We think this is how you could land Senior Caseworker
â¨Tip Number 1
Get to know the PHSO inside out! Research their values, mission, and recent cases. This will help you tailor your responses during interviews and show that you're genuinely interested in making a difference.
â¨Tip Number 2
Practice your interview skills with a mate or in front of the mirror. Focus on articulating your thought process clearly, especially when discussing complex decisions you've made in past roles.
â¨Tip Number 3
Join one of the virtual open days! It's a fab opportunity to ask questions and get a feel for the team culture. Plus, it shows your enthusiasm and initiativeâdefinitely a plus in the eyes of the interviewers.
â¨Tip Number 4
Don't forget to apply through our website! Itâs the best way to ensure your application gets seen. And remember, be specific in your examplesâshow how your experience aligns with the role of Senior Caseworker.
We think you need these skills to ace Senior Caseworker
Some tips for your application đŤĄ
Be Specific with Your Examples: When answering the scored questions, make sure to use real examples from your professional experience. Focus on what you did individually rather than what the team accomplished together. This helps us see your unique contributions.
Explain Your Thought Process: Donât just state what you did; explain how you arrived at your decisions. Share what information you considered and why it influenced your actions. This gives us insight into your analytical skills and decision-making process.
Keep It Clear and Concise: Avoid generic statements and keep your answers clear and specific. We want to understand the situation, your actions, and the outcomes without wading through fluff. Clarity is key to making a strong impression!
Apply Through Our Website: Remember, we only accept applications through our official website. So, make sure to submit your application there to ensure it gets seen by the right people. Good luck, and we canât wait to hear from you!
How to prepare for a job interview at Parliamentary and Health Service Ombudsman
â¨Know Your Casework Inside Out
Before the interview, brush up on your casework experience. Be ready to discuss specific cases you've managed, focusing on the complexities and how you navigated them. This will show your analytical skills and ability to make robust decisions.
â¨Demonstrate Empathy and Impartiality
As a Senior Caseworker, you'll need to balance empathy with impartiality. Prepare examples that highlight how you've handled sensitive situations while remaining fair and objective. This will resonate well with the values of the PHSO.
â¨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your decision-making skills. Think about how you would approach complex cases and be ready to explain your thought process clearly. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
â¨Engage with the Organisation's Values
Familiarise yourself with the PHSO's mission and values. During the interview, weave these into your responses to demonstrate your alignment with their goals. Showing that you understand their commitment to diversity and inclusion can set you apart from other candidates.