• Act as the first point of contact for all initial communication with the PHSO; advising customers about how to progress complaints with the PHSO or suitable alternatives
  • Communicate effectively with interested parties both verbally and in writing, ensuring that communication is always customer-focused
  • Identify, acquire and assess information to resolve enquires and assessments in line with PHSO policy and guidance
  • Take action to resolve and make low risk decisions on enquiries and assessments in line with PHSO requirements or 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
  • Manage personal caseloads effectively and ensure the quality of tasks completed meet the Quality Framework requirements
  • Respond and communicate with internal contacts in PHSO and stakeholders via all channels in line with the requirements of the PHSO quality framework

The Successful Applicant

Essential:

  • Must have an understanding of high quality customer service
  • Experience working in a customer focused environment, displaying excellent interpersonal skills including empathy
  • Excellent communication skills including verbal and written forms of communication
  • Experience of analysing complex written material and utilising problem-solving skills
  • Ability to identify and summarise key issues
  • Good planning and organisational skills with the ability to meet targets and deadlines
  • Demonstrate understanding and experience in maintaining resilience, within or outside of the work environment
  • Must be IT literate

Desirable:

  • Have used systems including Microsoft Teams, Microsoft Dynamics and Anywhere 365

What’s on Offer

  • Salary £25,437
  • Permanent and a 2 year FTC positions available
  • Civil Service Pension scheme (minimum 26.6% employer contribution)
  • 30-day holiday entitlement, plus 2.5 extra statutory holidays on top
  • Flexitime: Core hours between 10.00-12.00 and 14.00-16.00
  • Access to a wide variety of internal and external wellbeing support, 24/7 assistance programmes and health advice

PHSO is committed to Equality, Diversity and Inclusion (EDI), and welcomes applications from individuals from diverse backgrounds. They are also a Disability Confident organisation. Should you wish to access the Disability Confident Scheme (DCS) or require any reasonable adjustments through the process please contact the lead recruiter to discuss your needs before the advert closes. To apply, please submit an up-to-date CV detailing your experience that best fits the essential criteria outlined above. PLEASE NOTE:

  • We can only consider applications from candidates who have the right to work in the UK.
  • We do not accept applications from candidates who have applied for the same from within the previous 3 months and have been unsuccessful.