Salary: £39,864 £51,357 p.a.
Contract Type: Permanent and Full Time
Working Hours: 37 hours per week
Location: Hybrid or remote working
Function Type: Investigations
Job reference: REQAA6758
Responsibilities
* Analyse detailed information to understand the heart of the complaint.
* Identify and promptly obtain evidence.
* Reach evidence‑based decisions and present these in cogent written reports.
* Effectively engage with the complainant throughout the investigation.
* Resolve cases through constructive engagement.
Qualifications
* Considerable experience of undertaking detailed investigations with proportionate outcomes.
* Experience of complex complaint or regulatory and/or ethical standards investigations.
* Excellent written communication skills with experience of drafting complex documents that convey detailed analysis in a straightforward way.
* Excellent oral communication skills with the ability to meet stakeholders in person, remotely or by telephone.
* Effective case management skills with the ability to prioritise competing demands.
* Proven ability to work well both autonomously and as part of a team.
Benefits
* Opportunity to make a real difference, providing justice and leading to improvements.
* Variety of casework, no one case is the same.
* Competitive salary and generous annual leave allowance of 32 days.
* Other benefits including: Civil Service Pension, Flexi time Scheme, Gym Membership, Health Cash Plan and Discounted Purchase Schemes.
* Excellent on-site facilities and equipment for home working.
* Free external counselling and occupational health support.
Please visit our website (www.ombudsman.wales) to access the recruitment pack.
Submit your Application Form by email to: by 12 noon Monday 3 November 2025. We reserve the right to close this vacancy early should sufficient applications be received so do not delay in submitting your application.
We welcome applications in Welsh. An application submitted in Welsh will not be treated less favourably than an application submitted in English.
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.
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