Parliamentary & Complaints Caseworker

Parliamentary and Complaints Caseworker

Team: Strategy, Policy and Engagement ( One Login & Wallet)

Duration: 6 Months Contract

Location: Hybrid / Government Office Location (London, Manchester or Bristol)

Rate: £350 per day inside IR35

The Role

We are seeking an experienced Parliamentary and Complaints Caseworker to lead the management of complex casework, complaints, and high-profile operational issues within the  One Login and Wallet programme.

This role will play a key part in ensuring users receive effective support, issues are investigated thoroughly, and lessons learned are translated into service improvements. The successful candidate will work across multidisciplinary teams, government departments, and external stakeholders to resolve complex problems and improve user outcomes.

Key Responsibilities

As a Parliamentary and Complaints Caseworker, you will:

• Lead and operate a centralised complex casework service, establishing effective frameworks for case management, tracking, escalation, and governance.
• Ensure compliance with statutory deadlines, service standards, and organisational processes.
• Investigate operational and service-related issues, collaborating with operational teams and relying parties to underst...