Trainee Casework Support Officer

Are you a recent school leaver?  The Public Services Ombudsman is looking to recruit a Trainee Casework Support Officer.  This role provides an opportunity for someone who has just left school or sixth form college to join us and to develop the skills needed to provide administrative casework support to Investigators and Managers.

The Trainee in this role will develop over a two year period to become a Casework Support Officer.  The role of a Casework Support Officer is to provide administrative support to the Ombudsman’s Investigators and Managers and handles enquiries from members of the public and others who contact the Ombudsman’s office.

This role is based in the office of the Ombudsman in Pencoed, Bridgend.

Individuals who work for the Ombudsman are passionate about public services in Wales and ensuring that where services fall short, there is recourse through an independent complaints system.  Our work 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 a Trainee Casework Support Officer, your duties will include:

• Providing administrative casework support to Investigators and Managers, recording details as necessary on the Case Management System.
• Receiving incoming post, including receipt of signed for, hand-delivered, special deliveries and courier deliveries. Scan and upload post accurately to the case management system.
• Dealing efficiently and courteously with enquiries from members of the public or others whether received by telephone, letter, email or by visit, providing appropriate information and making relevant records in accordance with the Ombudsman’s procedures.

What are we looking for?

• Someone who has just left school or sixth form college, maybe you have just finished your A Levels or equivalent qualification.
• Great written communication skills.
• Great oral communication skills.
• Great keyboard skills and the ability to use Microsoft Office packages.
• Someone who is comfortable using their own initiative, working well both autonomously and as part of a team.

The ability to communicate through the medium of Welsh is desirable for this role.

What’s in it for you?

• An opportunity to receive development over a two year period to become a Casework Support Officer.
• Competitive salary and generous annual leave allowance of 32 days.
• Other benefits including: Civil Service Pension, Flexi time Scheme, Gym Membership, 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

To apply for this role, you must complete and submit a PSOW Application Form and Equal Opportunities Monitoring Form which should be emailed to: recruitment@ombudsman.wales  by 5 pm Monday 7 September 2026.  We reserve the right to close this vacancy early should sufficient applications be received so do not delay in submitting your application. 

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.

Special Conditions:

1. It is vital that those working for the Ombudsman are impartial and that they are seen to be impartial. Staff working for the Ombudsman are therefore not permitted to take part in political activity and they are required to avoid public political comment, for example on social media.  Successful candidates will be asked, prior to appointment, to sign an undertaking confirming that they agree to abide by our social media policy and review your social media footprint across all platforms you use.
2. We operate a no smoking policy.

Job Description

Recruitment Pack

Application Form

Equality Monitoring Form