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Investigation Officer

Contract Type: Permanent
Working Pattern: Full time
Working Hours: 37 hours per week
Salary: £33,486 – £44,625 p.a.
Location: Hybrid working (Bridgend) or remote working.

(Hybrid working to us means working in the Bridgend office for between one and three days a week and the remainder from home)

Function Type: Investigations


Are you passionate about public services in Wales and ensuring that where services fall short, there is recourse through an independent complaints system?

The Public Services Ombudsman is looking to recruit Investigation Officers, whose role it is to 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 throughout the process, you will:

  • Analyse detailed information to get to and understand the heart of the complaint
  • Identify and promptly obtain evidence, including witness statements
  • Regularly update the complainant about the progress of the investigation
  • Resolve cases through constructive engagement

There is a full job description and additional information here.

What we are looking for

  • Considerable, practical and comparable experience of managing complex cases or undertaking complex investigations, leading to proportionate outcomes, including securing evidence at the earliest possible stage of investigations
  • Excellent written communication skills with significant experience of drafting complex documents to a high, professional standard
  • Excellent oral communication skills with the ability to meet stakeholders in person, remotely or by telephone
  • Effective case management skills with the ability to prioritise competing demands
  • Proven ability of working well both autonomously and as part of a team

Applications are welcomed from a wide range of experience and expertise including those working with casework or investigation roles in professional services/public sector.  The ability to communicate through the medium of Welsh is desirable but not essential.

What’s in it for you?

  • An opportunity to make a real difference, providing justice and leading to improvements
  • Variety of casework – no one case is the same
  • Competitive salary and generous annual leave allowance of 32 days.
  • Other benefits including: Civil Service Pension, Flexi time Scheme, Gym Membership, Cycle to Work Scheme, Health Cash Plan and

Discounted Purchase Schemes.

  • Excellent on-site facilities and equipment for home working.
  • Free external counselling and occupational health support.

To apply

Please submit your Application Form and Equal Opportunities Monitoring Form by email to: by midday on Monday 5 September 2022.

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

Application Form

Equality Monitoring Form

Job Description

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