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Bank Complaints Caseworker Officers


Location: Home-based

Salary:    Daily rate starting at £170 per day

Do you offer the proven ability to carry out assessments on complex complaints?

Are you looking for an opportunity that enables you to use these skills on a flexible basis that can fit in around your other professional and personal commitments?

As a Bank Complaints Caseworker at the Public Services Ombudsman for Wales, you will be expected to support the Ombudsman in assessing new complaints from members of the public relating to public services in Wales.  We are looking for individuals who have experience of carrying out complex assessments/investigations in other comparable organisations and especially interested in applicants who may be experienced in handling complaints about health or local government services.

Key Responsibilities

  • Assessing whether complaints fall within the PSOW’s remit
  • Making Casework decisions
  • Resolving cases which are suitable for early resolution
  • Undertaking investigations or assisting others with tasks on investigations

This is largely a home-based role with flexibility as to when work is undertaken.  The number of hours to be worked is flexible and will depend on your availability and the work allocated to you.

To apply please submit your CV together with a covering email setting out the number of hours per week you would be able to commit to the role to:

If you would like to have a chat about the role please contact us via

The Public Services Ombudsman is an Equal Opportunities Employer.

Diversity and inclusion is central to everything we do. We are actively committed to promoting and participating in good practice in the way that we attract, recruit and retain staff.

Everyone is encouraged to bring their whole self to work because we appreciate the value that a truly diverse workforce brings to an organisation. We celebrate difference, recognising the benefits this brings to our inclusive culture, including age, disability, gender identity and expression, religion, race, sex, sexual orientation and socio-economic background.