We are the final stage for complaints about the NHS in England and public services delivered by the UK Government. We look into complaints where someone believes there has been injustice or hardship because an organisation has not acted properly or fairly or has given a poor service and not put things right.
Our service is free for everyone.
About the role
Role We regularly recruit to the position of Intake caseworker, therefore we would like to take the opportunity to invite you to register you interest for the role by providing a CV and supporting statement.
All submissions will be regularly monitored and should we have an available position you may be contacted and asked to arrange an initial telephone interview to assess your suitability for the role.
About the role
A large part of our job as an independent decision-maker on complaints involves giving people information and advice about making a complaint. As an Intake Caseworker, you will be the first point of contact for all initial communication with us; this may be by phone, text message, voicemail, email or letter. You will then advise the complainant how to progress their complaint, whether that is with us or another suitable organisation.
Using the information you receive you will determine if complaints are appropriate and ready for us, making relevant enquiries where needed. Where possible, you will flag any issues in support of our onward casework processes.
You will manage a variable caseload and conclude cases in a timely and proportionate way in line with the agreed quality and output standards and our relevant policies. You will make robust decisions on the information you have and provide responses either by phone, email or letter.
This role offers a competitive benefits package including 30 days annual leave and flexible working hours
How to apply
Please submit your CV and supporting statement by 10am on the 28th August 2019