Overview
Are you a recent Graduate who is able to conduct work in Welsh (written and oral)? Do you have good customer service or complaint handling skills?
The Public Services Ombudsman is looking to recruit a Graduate to the role of Casework Officer to provide a service to members of the public and others who may contact the Ombudsman’s office with complaints or enquiries.
Responsibilities
- Manage a caseload, undertake initial assessments of complaints and exercise the Ombudsman’s delegated authority.
- Use the in house case management system, process complaints and correspondence including straightforward rejections, such as complaints that are clearly outside our jurisdiction.
Requirements / Qualifications
- Great telephone and customer service skills
- Complaint handling capabilities
- IT literate
- Ability to conduct work in Welsh (oral and written)
Work pattern
This is a hybrid role, where some attendance on a weekly basis is required at our office in Bridgend.
Impartiality and conduct
It is vital that those working for the Ombudsman are impartial and that they are seen to be impartial. Staff working for the Ombudsman are therefore not permitted to take part in political activity and they are required to avoid public political comment, for example on social media. Successful candidates will be asked, prior to appointment, to sign an undertaking confirming that they agree to abide by our social media policy and review their social media footprint across all platforms used.
How to apply
To apply
Please submit your Application Form by email to: recruitment@ombudsman.wales The deadline for applications is: 12 noon 5 August 2026. We reserve the right to close this vacancy early should sufficient applications be received.
Equal opportunities
The Public Services Ombudsman is an Equal Opportunities Employer.
Diversity and inclusion is central to everything we do. We are actively committed to promoting and participating in good practice in the way that we attract, recruit and retain staff.
Everyone is encouraged to bring their whole self to work because we appreciate the value that a truly diverse workforce brings to an organisation. We celebrate difference, recognising the benefits this brings to our inclusive culture, including age, disability, gender identity and expression, religion, race, sex, sexual orientation and socio-economic background.
Casework Officer (Welsh) employer: Public Services Ombudsman for Wales
The Public Services Ombudsman for Wales is an exceptional employer, offering a supportive work culture that prioritises employee well-being and professional growth. With a competitive salary, generous annual leave, and unique perks such as gym membership, this role not only provides meaningful work in serving the community but also fosters a collaborative environment where your contributions are valued and recognised.
Contact Details:
Public Services Ombudsman for Wales Recruitment Team
