At a Glance
- Tasks: Manage complaints and enquiries, providing excellent customer service in Welsh.
- Company: Join the Public Services Ombudsman, dedicated to impartial public service.
- Benefits: Competitive salary, hybrid working, and a supportive team environment.
- Other info: Opportunity for career growth in a dynamic and impartial workplace.
- Why this job: Make a real difference by helping the public resolve their complaints.
- Qualifications: Recent graduate with strong Welsh language skills and customer service experience.
The predicted salary is between 31017 - 33675 £ per year.
The job requirements are detailed below. Where applicable the skills, qualifications and memberships required for this job have also been included.
Job details:
- Salary: £31,017 - £33,675
- Contractual hours: 37
- Basis: Full Time
- Job category/type: External Organisations
- Date posted: 06/11/2026
- Job reference: REQ006683
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.
In the role you will manage a caseload, undertake initial assessments of complaints and exercise the Ombudsman’s delegated authority. You will use the in house case management system, process complaints and correspondence including straightforward rejections, such as complaints that are clearly outside our jurisdiction.
To be successful in this role, you will need to demonstrate great telephone and customer service skills, complaint handling capabilities as well as being IT literate and be able to conduct work in Welsh (both oral and written).
This is a hybrid role, where some attendance on a weekly basis is required at our office in Bridgend. 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.
Casework Officer (Welsh) - Ombudsman in Bridgend employer: Torfaen County Borough Council
Henllys Church in Wales School is an excellent employer, offering a supportive and inclusive work environment where every team member is valued. With a commitment to employee growth and development, the school provides opportunities for training and advancement while ensuring high standards of hygiene and cleanliness for its 180 students. Located in the vibrant community of Cwmbran, the school fosters a culture of diversity and respect, making it an ideal place for dedicated individuals looking to make a meaningful impact.
Contact Details:
Torfaen County Borough Council Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Casework Officer (Welsh) - Ombudsman in Bridgend
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Torfaen County Borough Council. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Torfaen County Borough Council before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Casework Officer (Welsh) - Ombudsman in Bridgend
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Torfaen County Borough Council:Your cover letter is your chance to shine! Tell us why you want to work at Torfaen County Borough Council specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Torfaen County Borough Council!
How to prepare for a job interview at Torfaen County Borough Council
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
