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- Tasks: Be the first point of contact for complaints and guide people through the process.
- Company: Join a vital service that ensures fairness in NHS and public services across England.
- Benefits: Enjoy a supportive work environment with opportunities for personal growth and development.
- Why this job: Make a real difference by helping others navigate their complaints and ensuring justice.
- Qualifications: No specific experience required; just a passion for helping others and strong communication skills.
- Other info: Flexible working hours available, perfect for students balancing studies and work.
The predicted salary is between 30000 - 42000 £ per year.
We are the final stage for complaints about the NHS in England and public services delivered by the UK Government. We look into complaints where someone believes there has been injustice or hardship because an organisation has not acted properly or fairly or has given a poor service and not put things right.
Our service is free for everyone.
About the role
A large part of our job as an independent decision-maker on complaints 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 us; this may be by phone, text message, voicemail, email, or letter.
You will then advise the complainant how to progress their complaint, whether that is with us or another suitable organisation.
Using the information you receive, you will determine if complaints are appropriate and ready for us, making relevant enquiries where needed. Where possible, you will flag any issues in support of our onward casework processes.
You will manage a variable caseload and conclude cases in a timely and proportionate way in line with the agreed quality and output standards and our relevant policies. You will make robust decisions on the information you have and provide responses either by phone, email, or letter.
How to apply
Submit CV and Supporting Statement by 10am on 5th April 2020.
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Intake Caseworker employer: The Parliamentary and Health Service Ombudsman
Contact Detail:
The Parliamentary and Health Service Ombudsman Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Intake Caseworker
✨Tip Number 1
Familiarise yourself with the NHS complaints process and the role of the Ombudsman. Understanding how complaints are handled will help you demonstrate your knowledge during any interviews or discussions.
✨Tip Number 2
Practice your communication skills, especially in handling sensitive topics. As an Intake Caseworker, you'll need to convey information clearly and empathetically, so consider role-playing scenarios with friends or family.
✨Tip Number 3
Network with current or former caseworkers if possible. They can provide insights into the day-to-day responsibilities and challenges of the role, which can be invaluable for your preparation.
✨Tip Number 4
Stay updated on current issues within the NHS and public services. Being informed about recent developments will not only help you in interviews but also show your commitment to the role and the organisation.
We think you need these skills to ace Intake Caseworker
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of an Intake Caseworker. Familiarise yourself with the types of complaints handled and the importance of providing accurate information and advice.
Tailor Your CV: Customise your CV to highlight relevant experience in customer service, complaint handling, or decision-making roles. Emphasise skills such as communication, empathy, and problem-solving that are crucial for this position.
Craft a Strong Supporting Statement: In your supporting statement, clearly articulate why you are interested in the role and how your background aligns with the job requirements. Use specific examples to demonstrate your ability to manage a caseload and make informed decisions.
Proofread Your Application: Before submitting, carefully proofread your CV and supporting statement for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism.
How to prepare for a job interview at The Parliamentary and Health Service Ombudsman
✨Understand the Role
Make sure you have a clear understanding of what an Intake Caseworker does. Familiarise yourself with the complaints process and the types of issues you might encounter. This will help you answer questions confidently and demonstrate your knowledge during the interview.
✨Practice Communication Skills
As the first point of contact, strong communication skills are essential. Practice articulating your thoughts clearly and concisely. You might be asked to role-play a scenario where you advise a complainant, so being comfortable in your delivery is key.
✨Show Empathy and Understanding
In this role, you'll be dealing with individuals who may be distressed or frustrated. Prepare to showcase your ability to empathise with their situation. Think of examples from your past experiences where you've successfully handled sensitive conversations.
✨Demonstrate Decision-Making Skills
You will need to make robust decisions based on the information provided. Be ready to discuss how you approach decision-making, especially in challenging situations. Use examples that highlight your analytical skills and ability to weigh options effectively.