Graduate Caseworker

The Parliamentary and Health Service Ombudsman (PHSO) helps people when things go wrong with public services. We make the final decision on complaints about UK Government departments and the NHS in England when they haven't been resolved elsewhere.

About this job

The role of caseworker involves investigating NHS and Government department complaints and managing your own cases from start to finish. You work through evidence, speak with people and organisations involved, decide whether the organisation acted properly, and explain your decision clearly and fairly.

Responsibilities

• Understand what the complaint is about
• Review evidence and relevant information
• Speak with the people and organisations involved
• Decide whether the organisation acted properly
• Explain your decision clearly and fairly

Qualifications

• Recent degree (minimum 2:2) within the last 3 years, graduating by August 2026
• Ability to read and understand detailed information
• Confidence to make fair decisions based on evidence
• Clear written and verbal communication skills
• Calm, professional approach with upset or frustrated people
• Ability to manage own workload and work towards targets, including progressing and closing cases within expected timeframes

Training and development

Structured training will include an introduction to PHSO, how to assess complaints and make fair decisions, how to write clear, well reasoned outcomes, and support to manage your caseload effectively. Continued learning will occur through regular coaching, feedback from experienced colleagues, access to internal training and quality teams, and opportunities to build skills for future career progression.

Benefits

• Civil Service Pension scheme
• 32.5 days annual leave
• Hybrid working (40% office based)
• Flexible working
• Free, confidential Employee Assistance Programme (24/7 advice and support)
• Comprehensive learning and development programme
• Employee discount scheme across hundreds of retailers
• Bicycle loan scheme
• Season ticket loan
• Gym membership subsidy
• Paid professional memberships
• Eye test reimbursement

Start date: 19 October 2026 (no flexibility). You must be available for the first 3 weeks for training.

We are a fair, inclusive and supportive place to work. If you have experience of complaining about any public body, we strongly encourage you to apply.

Proud member of the Disability Confident employer scheme.