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Casework Officer (Call Handling) £29,094-£30,060 - (1x Fluent Welsh speaker essential, 1 x Welsh speaker desirable)
Closing Date: 17:00 02/04/2025
The Opportunity
Yolk Recruitment has partnered with the Public Services Ombudsman for Wales to source 2 Casework Officers (Call Handling).
Offering hybrid working, flexible working with generous annual leave allowances, civil service pension, CPD and a wide range of health & wellbeing benefits firmly positions the Ombudsman as an employer of choice for job seekers across Wales and beyond. Due to the nature of this position, we anticipate the need for these roles to be predominantly office based for initial training.
The Ombudsman is committed to equal opportunities and guarantee interviews for candidates with disabilities who meet the essential selection criteria.
The Role
These are roles where your excellent customer service will come to the fore, where you will deal with enquiries and complaints from the public and resolve and escalate where required and draft and issue relevant decision notices. You will:
- Set up cases on the case management system.
- Take oral complaints from complainants (in Welsh for the Welsh speaking role).
- Log the post and deal with the Teams outgoing post.
- Process complaints and correspondence received though "Ask" including straightforward rejections, such as complaints that are clearly outside jurisdiction.
- Update the case management system as necessary.
Requirements
The successful Casework Officer (Call Handling) will meet most of the following criteria:
- Fluent Welsh speaker (for 1 of the 2 positions. The other position is Welsh desirable but not essential).
- Proven competence with IT systems.
- Excellent written and spoken communication.
- Strong team player but also able to work independently.
- Able to be discrete and understand the need for confidentiality.
Reward
The successful Casework Officer (Call Handling) will be rewarded with the following:
- Salary of £29,094
- Civil service pension scheme
- 32 days annual leave + bank holidays
- Flexi-time scheme
- Discounted gym and many more benefits.
Is this one for you?
Yolk Recruitment is the exclusive recruitment partner to the Ombudsman for this vacancy and therefore all applications will be managed by the team at Yolk following the Ombudsman's own fair and transparent recruitment process.
You can request a candidate pack which includes the full Job Description and Person Spec from Richard Coombs at Yolk Recruitment.
You can apply in English or Welsh. Applications in Welsh will be treated no less favourably.
We carry out social media checks on all successful candidates and you will be required to provide your social media account details for the checks to take place. This is a condition of any offer.
