Casework Advisor

Job summary

Casework Advisors form part of our Intake team, which is the initial point of contact with LGSCO. The team’s objective is to provide an accessible and knowledgeable front-line service to members of the public. The team handles all new enquiries, through a dedicated telephone helpline, the online complaints service, and via postal correspondence

For more information about our work, please visit our website www.lgo.org.uk.

Job description

As a Casework Advisor you will identify new complaints, accept complaints, explain the role of LGSCO and filter out misdirected enquiries.

You will receive and process information sent via the online complaint service, email, telephone or post from members of the public who wish to make a complaint or have an enquiry about doing so. They gather and record sufficient information to enable investigation into the complaint. The quality of the information you gather is essential for dealing with complaints effectively. You must have attention to detail to ensure the information you enter on our complaints database is accurate.

Person specification

You must be able to understand and deal with complex information submitted through our online complaints service. You must be confident on the telephone and be able to manage customer expectations. You will need resilience to deal with challenging conversations and behaviours.

You must be self-motivated and able to work alone, using your initiative to manage your workload, while also contributing positively as part of the wider team. You will also need to be able to identify and act on any reasonable adjustments that may be required to enable a customer to access the service.

See the job description for further details.

For more information the position and what’s it’s like to work at LGSCO, please visit our careers page www.lgo.org.uk/jobs/careers.

Benefits

Please note this is not a Civil Service post and you will not be a Civil Servant. The Local Government & Social Care Ombudsman's sponsor department within Local Government is the Ministry of Housing, Communities and Local Government but its status is an independent, statutory body.

• Learning and development tailored to your role
• An environment with flexible working options including flexi-time and hybrid working between home and office
• A culture encourage inclusion and diversity
• A Local Government Pension
• 25 days holiday (rising by 3 days with 5 years service), plus Bank holidays and 3 days inset during the Christmas holiday period

For more details visit https://www.lgo.org.uk/jobs/vacancies

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

The closing date for applications is 9am 22 September 2026

Shortlisted applicants will be invited to take an online verbal reasoning assessment. Invites will be sent on or around 25th September and applicants will have roughly a week to complete it.

Interviews will be held w/c Monday 19 Octoberat our Coventry office - Cheylesmore House, 5 Quinton Road, Coventry CV1 2WT.

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a basic (or equivalent) criminal record check.People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

Please note this Post is NOT regulated by the Civil Service Commission.The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see theCivil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

Apply and further information

The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :

• Name : recruitment@lgo.org.uk
• Email : recruitment@lgo.org.uk

Recruitment team

• Email : recruitment@lgo.org.uk