Graduate Caseworker

About us

The Parliamentary and Health Service Ombudsman (PHSO) helps people when things go wrong with public services. We make the final decision on complaints about UK Government departments and the NHS in England when they havent been resolved elsewhere.

Why this role matters: you will do meaningfulwork with real impact, understanding peoples experiences, working through evidence, and helping put things right when systems havent worked as they should. A role in which you can make a real difference.

Great for graduates: we are a fair, inclusive and supportive place to work. You will have structured learning, regular coaching, and the space to ask questions and build confidence as you go.

The role

As a caseworker, you will investigate NHS and Government department complaints and manage your own cases from start to finish.

You will:

• understand what the complaint is about

• review evidence and relevant information

• speak with the people and organisations involved

• decide whether the organisation acted properly

• explain your decision clearly and fairly.

Is this role right for you?

It is a role for people who enjoy careful, analytical thinking, reading and working through detailed information, weighing up evidence and producing clear, well-reasoned written outcomes. You dont need specialist knowledge we will train you.

This role may not suit you if you prefer quick decisions, short pieces of work, or you dislike writing and working through detail.

With multiple vacancies available, you will start alongside other new graduates, learning and developing together.

Career progression

Caseworkers often move into senior caseworker roles, management, and our quality and training teams. Some of our Assistant Casework Directors started as caseworkers.

What were looking for:

• a recent degree (minimum 2:2 and within the last 3 years, graduating by August 2026) in any subject

• ability to read and understand detailed information (sometimes a lot of it)

• confidence to make fair decisions based on evidence, and explain how you reached them

• clear written and verbal communication (you will write a lot in this role)

• a calm, professional approach with people who may be upset or frustrated

• ability to manage your own workload and work towards targets, including progressing and closing cases within expected timeframes.

Training and development

We dont expect you to arrive with casework or investigation experience. We will give you the time, training and support you need to become confident in the role.

You will start with a structured training programme designed to get you role-ready, including:

• an introduction to PHSO and how we work

• how to assess complaints and make fair decisions

• how to write clear, well-reasoned outcomes

• support to manage your caseload effectively

As you settle in, you will continue learning through:

• regular coaching and feedback from experienced colleagues

• access to our internal training and quality teams

• opportunities to build skills that support your next career step

Development doesnt stop once youre up and running, we invest in you whether you want to deepen your expertise, move into senior roles, or explore other career paths within PHSO.

We recognise the value of lived experience. If you have experience of complaining about any public body, we strongly encourage you to apply.