At the Parliamentary and Health Service Ombudsman (PHSO) we make final decisions on complaints that have not been resolved by the NHS in England and UK government departments.
We're here to help inspire a better relationship between people and public services. Our investigations lead to widespread improvements in public services and give people a voice when they feel they have not been treated fairly. We are driven by our values of independence, fairness, excellence, and transparency.
Based in Manchester City Centre, our team of 600 colleagues works collaboratively to make voices heard. Our culture is supportive and inclusive; we put people first whether that is our complainants or colleagues.
Equality, diversity, inclusion, and wellbeing are vital to the way we work and our culture. We want our colleagues 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.
Responsibilities
* Managing personal caseloads
* Responding to general enquiries on a daily basis via the helpline
* Identifying, acquiring and assessing information to resolve enquiries and assessments in line with PHSO policy and guidance
* Making low risk decisions on cases
* Communicating effectively with interested parties both orally and in writing, ensuring that communication is customer-focused and fit for purpose
Required Skills and Experience
* Strong communication skills, both written and verbally
* Experience of handling challenging calls in a professional setting
* Experience of communicating with complainants with complex communication needs
* Ability to analyse complex information and reach a decision
* Experience of managing a caseload and good planning and organisational skills
Additional Requirements
* Successful candidates must undergo a criminal record check.
* People working with government assets must complete baseline personnel security standard (opens in new window) checks.
Benefits
* Civil Service Pension scheme
* 32.5 days annual leave
* Hybrid working, 40 percent office based
* Flexible working
* 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 schemeSeason ticket loan
* Gym membership subsidy
* Paid for professional memberships
* Eye test reimbursement
Diversity, Equity, and Inclusion
* 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
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