Caseworker, Management

Overview

Candidates who have previously applied within the last 6 months are kindly encouraged not to reapply at this time.

Please note, we reserve the right to close the advert early if we receive a high volume of applications, so we encourage you to apply as soon as possible.

Make a difference, join our team.

The Parliamentary and Health Service Ombudsman (PHSO) is a modern, vibrant organisation full of passionate, committed people. We make final decisions on complaints that have not been resolved by UK Government departments and the NHS in England. We work closely with people to understand where, how and why public services sometimes fall short and fail to put people first. And we find ways to put it right.

Based in the centre of Manchester, we employ 600 individuals, collaboratively working together to make voices heard. We have created a diverse and inclusive culture that is supportive, whilst offering flexibility and hybrid working.

We have grown significantly as an organisation last year and are continuing to grow. As our team grows, we re looking for multiple caseworkers to help make sure every complaint makes a difference.

You will analyse evidence, speak to complainants and NHS or other government departments and liaise with our own Clinical Advisers to reach decisions on whether to uphold complaints.

Our Caseworkers bring experience from all walks of life. Some have been solicitors; others are nurses or complaints investigators in local government. Others are recent graduates who combine great customer service experience with writing and analysis skills.

Whatever your background, if the following sounds like you we would love to hear from you:

• an analytical mindset
• able to consider conflicting information and reach well-reasoned, impartial decisions
• able to interpret evidence from different sources and view things logically
• empathetically and sensitively
• able to communicate well, in writing and verbally with all people
• excellent writing skills, able to present complex information in a clear format
• resilient with a can-do attitude, some of our cases involve sensitive and upsetting situations
• able to work towards targets and meet deadlines
• organised and can balance conflicting priorities, often in a fast-paced or dynamic environment.

This is an exciting opportunity to help make a difference in society. The work we do is extremely important in righting individual wrongs, informing public policy and driving improvements in public services.

We offer the opportunity for progression. We have seen Caseworkers progress to Senior Caseworker positions, management positions, and positions in our internal quality and training teams. Some of our current Assistant Casework Directors joined us as Caseworkers.

• Civil Service Pension scheme
• 32.5 days annual leave
• hybrid working – 40% office based
• access to a free, confidential Employee Assistance Programme offering 24/7 advice and support from professionals and counsellors
• comprehensive learning and development programme
• employee discount scheme across hundreds of retailers
• bicycle loan scheme
• season ticket loan
• paid for professional memberships

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

We know the value of having diverse, representative teams across our organisation. Which is why we particularly encourage applications from candidates who are likely to be underrepresented within the team. These include people who are:

• Asian, Black, Mixed Ethnicity or another ethnic background
• disabled
• LGBTQ.

Equality, diversity, inclusion, and wellbeing are vital to the way we work and our culture. We want our colleagues feel included, valued, and supported  is essential that we are representative and accessible for the people who work here and those who use our service.

Actions we take to embed this include:

• an anonymised shortlisting process to make sure it is fair and unbiased
• monitoring the demographic trends in our workforce and making measured, sustained efforts to improve our diversity at all levels
• providing wellbeing support and opportunities for personal and professional development for all colleagues
• creating spaces for connection and engagement through our employee network groups and social clubs
• part of the disability confident scheme
• providing reasonable adjustments
• engaging in regular inclusion learning to enhance the cultural competency of our organisation.

Please note due to the training for the role,
the start date is fixed and is 11 May 2026
, you must be available for the following 3.5 weeks. We are unable to offer any flexibility on this date. Training is delivered as a mix of in office and virtual sessions and you will be required to be in the office for three days per week throughout this initial training period

However, if this date doesn’t work for you keep an eye out for upcoming recruitment. Due to growth, we are likely to be recruiting Caseworkers in the near future.…