Apple Recruitment are recruiting for Temporary Senior Casework Officeron behalf of our client, Northern Ireland Public Services Ombudsman to work on a temporary basis in the Belfastarea.
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 Offices 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 Ombudsmans 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 toCaroline Parkerby 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: Educated to A level standard or equivalent.
2 years relevant experience in an administrative role within a busy customer service environment.
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.
Previous experience of preparing detailed written decisions.
Good attention to detail and a commitment to timeliness, quality and accuracy and confidentiality in information processing.
Good organisational and planning skills and the ability to work to deadlines to manage competing priorities and meet KPIs.
Excellent written and oral communication skills including the ability to communicate effectively with stakeholders at all levels.
Competent in the use of Microsoft Office packages to extract information and produce reports.
Ability to work as part of a team and contribute to continuous improvement.
Desirable Criteria: 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 toCaroline Parkerby 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.