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Job Description
Parliamentary & Complaints Caseworker\n
Contract Length: 6 months
IR35 Status: Inside IR35
Location: Hybrid
Day Rate: £250 - £350pd
We are seeking an experienced Parliamentary & Complaints Caseworker to support a high-profile digital transformation programme within central government.
\nThis role offers the opportunity to work in a fast-paced environment, managing complex casework, investigating operational issues, handling high-profile complaints, and contributing to the continuous improvement of critical public services.
Key Responsibilities\n\n
\n
- \n
- Lead and manage complex casework and complaints through to resolution. \n
- Establish and maintain effective case management, tracking, and escalation processes. \n
- Investigate operational and service-related issues, gathering and analysing evidence to identify root causes. \n
- Work collaboratively with internal teams and external stakeholders to resolve user issues and improve outcomes. \n
- Produce clear, evidence-based recommendations to support service improvements. \n
- Analyse complaints and user feedback to identify trends and opportunities for continuous improvement. \n
- Build effective relationships with a wide range of stakeholders, influencing decisions and supporting delivery objectives. \n
- Ensure compliance with governance requirements and statutory deadlines. \n
\nEssential Skills & Experience\n
\n
\n
- \n
- Proven experience handling complex complaints, casework, or high-profile operational issues. \n
- Strong investigative and analytical skills, with the ability to assess evidence and make informed recommendations. \n
- Experience working in regulated, governance-heavy, or public-facing environments. \n
- Excellent stakeholder management and relationship-building skills. \n
- Ability to manage competing priorities and resolve issues effectively. \n
- Strong written communication skills, including drafting responses, briefing materials, and correspondence for senior audiences. \n
- A proactive approach to identifying risks, opportunities, and service improvements. \n
\nDesirable Experience\n
\n
\n
- \n
- Parliamentary or ministerial correspondence. \n
- Complaints management within government, regulatory, or public sector organisations. \n
- Service improvement or operational excellence initiatives. \n
- Experience supporting citizen-facing digital services. \n
\nWhat You'll Bring\n
\n
\n
- \n
- Strong attention to detail. \n
- Excellent judgement and problem-solving ability. \n
- Confidence working with senior stakeholders. \n
- A user-focused mindset. \n
- The ability to remain calm and effective when managing sensitive or high-profile issues. \n
\nTo Apply\n
Please submit your CV along with
\n- \n
- SC Clearance status (current or previously held) \n
Vacancy posted 18 hours ago
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