Apple Recruitment are recruiting for Temporary Senior Casework Officer on
behalf of our client, Northern Ireland Public Services Ombudsman to work on a temporary basis in
the Belfast area.
Main duties and responsibilities:
• Undertake an
assessment of each case received within target timeframe to establish if the
case should be accepted for investigation when examined against the
requirements of the legislation underpinning the role of the Ombudsman/Commissioner.
• To review and
assess complex information, to make relevant enquiries and gather information
to make evidence-based decisions, in line with the legislation.
• Request and obtain
material required for investigative purposes to include assisting with investigation
report preparation.
• To communicate the
assessment decision effectively orally and in writing, drawing on the relevant
legislative provisions, explaining if a case can or cannot be accepted for
assessment.
• Provide verbal and
written advice and assistance to service users, public bodies, councillors and MLAs
in relation to their case.
• Effectively
managing a caseload ensuring that the Office Key Performance Indicators are met
to the required standard and adhering to the NIPSO procedural requirements.
• Undertake
interviews with service users who call in to the Office for advice and
assistance or who have submitted matters for consideration.
• Initiating
electronic records on the case management system ensuring accuracy in data
recording and adhering to internal office policies on records management and
GDPR.
• Work with other
teams within NIPSO to share knowledge and identify trends to contribute to new
workstreams.
• Provide ongoing
administrative support to Investigating Officers and Team Managers undertaking
assessment and investigations of cases to include making telephone and written
enquiries of service users, councillors to whom allegations relate, MLAs,
public bodies, and other interested parties, arranging meetings and note taking
at meetings as required.
• Answer telephone
calls received through the Office’s main line or freephone number, respond to
email and written communication, meet service users who attend the office
seeking advice in person in addition to the recording of incoming and outgoing
post.
• Ensure office cover
is in place for dealing with telephone calls and in person attendance during
working hours.
• Meet and greet visitors
to the Office as required.
• Develop and
maintain effective relationships with colleagues within NIPSO and public bodies
within the Ombudsman’s jurisdiction.
• Respond to requests
for advice from other Senior Casework Officers/Administrative Officers (if
appropriate) and escalate to the Team Manager as necessary.
If you wish to apply or would like more
information, please email your CV in Microsoft word format to Caroline Parker by clicking on the
link below by Friday 29th November 2024.
You must also include a bullet pointed synopsis at
the top of your CV demonstrating how exactly you meet the Essential Criteria below:
1. Educated to A level
standard or equivalent.
2. 2 years’ relevant
experience in an administrative role within a busy customer service
environment.
3. Previous experience
of using a case handling system and of developing and maintaining systems to
collate and monitor data to generate reports and ensure quality standards are
met.
4. Previous experience
of preparing detailed written decisions.
5. Good attention to
detail and a commitment to timeliness, quality and accuracy and confidentiality
in information processing.
6. Good organisational
and planning skills and the ability to work to deadlines to manage competing
priorities and meet KPIs.
7. Excellent written
and oral communication skills including the ability to communicate effectively
with stakeholders at all levels.
8. Competent in the
use of Microsoft Office packages to extract information and produce reports.
9. Ability to work as
part of a team and contribute to continuous improvement.
Desirable Criteria:
1. Previous experience of interpreting
legislation/policy issues to inform work-based decisions.
Further Details:
•
Hourly Rate: based on annual salary £27,897 - £28,483
•
Hours: 37.5 hours pw, Mon-Fri, 9am-5pm
•
Duration: 4 months (with possibility of extension)
If you wish to apply or would like more
information, please email your CV in Microsoft word format to Caroline Parker by clicking on the
link below by Friday 29th November 2024.
Applicants must ensure their CV is accurate and up
to date. The CV should include your full employment history inclusive of dates,
all academic achievements and full personal contact details.
Please note only applicants that match this
criteria can be considered for the role.
Apple Recruitment Services is acting as an Employment
Agency in relation to this vacancy.
Apple Recruitment Services is an Equal
Opportunities Employer.