Trainee Casework Support Officer
| Company: | Public Services Ombudsman for Wales |
|---|---|
| Salary: | £24,413 to £28,143 a year |
| Hours: | Full-time |
| Location: | Bridgend, CF35 5LJ |
| Working pattern: | Hybrid - 2 days remote |
| Job type: | Permanent |
| Posting date: | 3 Sept 2026 |
| Closing date: | 14 Sept 2026 |
Summary
The Trainee in this role will develop over a two year period to become a Casework Support Officer. The role of a Casework Support Officer is to provide administrative support to the Ombudsman’s Investigators and Managers and handles enquiries from members of the public and others who contact the Ombudsman’s office.
Key Responsibilities:
• Provide administrative casework support to Investigators and Managers, recording
details as necessary on the Case Management System.
• To deal efficiently and courteously with enquiries from members of the public or
others whether received by telephone, letter, e-mail or by visit, providing
appropriate information and making relevant records in accordance with the
Ombudsman’s procedures.
• Receive incoming post, including receipt of signed for, hand-delivered, special
deliveries and courier deliveries. Scan and upload post accurately to the case
management system. Deliver post to team managers or individuals.
• Manage securely transmitted electronic records received from public bodies, notify
Investigators of receipt and upload documents to the case management system as
appropriate.
• Manage outgoing post, ensuring post is franked and recorded as appropriate.
Prepare and arrange courier deliveries and collections as requested and update the
case management system accordingly.
• Format letters and reports to PSOW guidelines, including any additional paperwork
to be included.
• Issue letters, reports and emails, ensuring accuracy and that the appropriate level
of security is applied.
• Upload decisions to the intranet in a timely manner.
• Receive visitors and ensure they are looked after until they are collected by the
person they are visiting.
• Manage portable electronic recording and storage media, ensuring access is c
controlled to protect confidential information.
• Use the case management system to manage and monitor assigned tasks.
• Maintain and manage filing areas ensuring filing protocols are followed and
document security is always maintained.
• Arrange team meetings for teams across the office, attend meetings where
required and take minutes for approval and publication.
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