Register your interest - Intake Caseworker

  • Civil Service
  • Full Time
  • Manchester
Civil Service

Job Description

Main duties:

Manage personal caseloads effectively

Respond to contacts into PHSO via all channels in line with the requirements of the PHSO quality framework

Identify, acquire and assess information to resolve enquires and assessments in line with PHSO policy and guidance; obtain that information in a proportionate and efficient way

Take action to resolve enquiries and assessments in line with PHSO requirements

Make low risk decisions on enquiries and assessments as delegated by the Ombudsman through the delegation scheme and in line with casework policy and guidance.

Keep full, accurate and up-to-date records and audit trails on the case management system and on paper casework files.

Ensure the quality of tasks completed meet the Quality Framework requirements

Generate and share insight from complaints and feedback in accordance with PHSO policies

Communicate effectively with interested parties both orally and in writing, ensuring that communication is customer-focused and fit for purpose

Successfully complete job specific training attaining appropriate accreditation and demonstrate competency at the appropriate levelResponsibilitiesKnowledge

An understanding of excellent customer service

Skills

IT literate

Excellent interpersonal skills

Excellent communication skills including verbal and written

Experience of analysing complex written material and identifying and summarising key issues

Good planning and organisational skills

Good problem-solving skills

The ability to meet targets and deadlines

Experience

Experience of analysing complex written material

Identifying and summarising key issues

Previous experience of working in a customer focused environment demonstrating empathy

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