Casework Support Officer

Clerical/Administration Vacancy

Salary:       £14,430 to £17,715

Purpose:  To be an effective member of a team providing clerical support to the Ombudsman’s Investigators and Managers.

Tenure:    The post is permanent and pensionable.  Part-time working/job sharing may be available in which case the salary is on a pro-rata basis.

Closing date:  15 April

Principal Accountabilities:          


  1. To provide clerical support to Investigators and Managers, including recording details as necessary on the Case Management System.
  2. To deal 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 advice and making relevant records in accordance with the Ombudsman’s procedures.  
  3. To receive visitors in accordance with office procedures.
  4. Any other duties, commensurate with the skills and experience the post holder is expected to have and commensurate with the grade, which from time to time may be allocated by a relevant line manager.

Person Specification



  1. Excellent administrative skills.
  2. Excellent keyboard skills.
  3. Excellent interpersonal skills and telephone manner.
  4. A good team member but with the ability to act on own initiative.
  5. Absolute discretion and an understanding of the need for confidentiality .
  6. The ability to use Microsoft Word software to produce letters and format reports.  




  1. Working experience of producing and formatting letters using Microsoft Word.
  2. Working experience of managing demanding workload and assessing priorities.
  3. Working experience of working/operating in a customer focussed environment.
  4. Working experience of taking and writing-up minutes of meetings.
  5. The ability to conduct work through the medium of Welsh.

Special Conditions:

  1. The Ombudsman operates a non-smoking policy.
  2. You will be expected to operate across the whole of the Ombudsman’s current or future jurisdiction and in whichever operational team the Ombudsman considers appropriate to meet the objectives of his office.


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