Contract Type: Permanent
Working Pattern: Full time/Hybrid – Bridgend/Home
Working Hours: 37 hours per week
Salary: Year 1 £27,000

Year 2 £30,000

Year 3 £33,000

Year 4 £37,338

Year 5 onwards annual increments up to £48,474 pa

Function Type: Complaint Investigations

Are you a recent Graduate in Law, Public Administration or similar subject area, or are you completing your studies this year?  Are you a fluent Welsh speaker?  If your answer to these questions is “yes” and you have an interest in public services in Wales and ensuring that where services fall short, there is recourse through an independent complaints system, then this role may be for you.

The Public Services Ombudsman for Wales is looking to recruit a Graduate Trainee to undertake a dedicated three year development programme which leads to becoming an Investigation Officer.

Investigation Officers investigate complaints from members of the public about unfair treatment or poor service through some failure on the part of devolved public bodies in Wales.  The Ombudsman also investigates complaints made about Councillors within local authorities in Wales who may have breached their council’s statutory Code of Conduct.  As an Investigation Officer, you will focus on the most serious cases and manage a caseload of varying complexity, across a multitude of areas, delivering a good customer experience, you will:

  • Analyse detailed information to get to and understand the heart of the complaint
  • Identify and promptly obtain evidence
  • Reach evidence based decisions and present these decisions in cogent written reports
  • Effectively engage with the complainant throughout the investigation
  • Resolve cases through constructive engagement
  • Working autonomously and using delegated authority to take decision on behalf of the Ombudsman

There is a full description and additional information available on the “Join Us” page of our website.

What we are looking for

  • A recent Graduate or graduating this year in Law, Public Administration or similar subject area
  • Fluent verbal and written Welsh
  • Excellent communication skills, both verbal and written
  • Ability and motivation to complete a three year development programme
  • Someone with a desire to become an Investigation Officer

What’s in it for you

  • An opportunity to develop the skills of an Investigation Officer with a guaranteed IO role at the end of the 3 year programme
  • Structured training programme to stretch your skills and abilities
  • An opportunity to work with a fantastic team to make a real difference, providing justice and leading to improvements
  • Variety of work
  • Competitive progressive salary
  • Annual leave allowance of 32 days and bank holidays on top
  • Other benefits include; Civil Service Pension, Flexi time scheme, discounted gym membership, discounted purchase schemes
  • Excellent on site facilities when working on site and equipment for home working

To apply

Please visit our website ( to access the recruitment pack and note that completing our own application is the only method to apply for this opportunity.

Please submit your Application Form and Equal Opportunities Monitoring Form by email to:  by 5 pm 26 April 2024.   We reserve the right to close this vacancy early should sufficient applications be received. 

The responses you provide in the application form will be used to shortlist your application.

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.

Recruitment Pack

Job Description

Application Form

Equal Opportunities Form

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