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We are seeking to appoint a Casework Officer, based in the Ombudsman’s front line complaint handling team.

The successful candidate will be responsible for considering and responding to complaints on behalf of the Ombudsman. Casework Officers carry their own caseloads and the ability to manage casework is essential. Excellent oral communication skills are also essential, as the role involves direct telephone and personal contact with complainants and with representatives of bodies within the Ombudsman’s jurisdiction.

The ability to absorb and retain a wide range of knowledge of the Ombudsman’s jurisdiction is essential, as is the ability to signpost members of the public to other appropriate services.

This is a permanent position. The Ombudsman offers a bilingual service and this post requires fluency – both orally and in writing – in the Welsh language.

The post will be based in our main office in Pencoed. We offer flexible working arrangements which include working from home for up to 50% of the time following a period of training.

Starting pay on appointment will depend upon relevant skills and experience.

For an application pack please click here.

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Job Description

Equal Opportunities Form


The Ombudsman is committed to equal opportunities, and we welcome applications from those from under-represented groups.