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Job summary

Closing date: 23 July 2026

Interview dates: 04 and 06 August 2026 (in person)

12-month FTC

About us

The Parliamentary and Health Service Ombudsman (PHSO) is a modern, vibrant organisation full of passionate, committed people. We make final decisions on complaints that have not been resolved by UK Government departments and the NHS in England. We work closely with people to understand where, how and why public services sometimes fall short and fail to put people first. And we find ways to put it right.

Based in the centre of Manchester and Westminster, we employ over 600 individuals, collaboratively working together to make voices heard. We have created a diverse and inclusive culture, whilst offering flexibility to give you the autonomy to work in the best way suited to you.

This is an opportunity to join us at a senior level and shape how we influence change across public services. You will work on issues that matter, using insight from complaints to improve how services are delivered, and building relationships at the highest levels to make sure people’s experiences lead to real change.

Job description

The role

This is a senior leadership role where you will shape how we think, plan and work as an organisation. You will lead our strategy, policy and stakeholder engagement teams, making sure our plans are clear, evidence based and focused on improving public services.

You will work closely with senior leaders, including the Executive Team and Board, to provide advice on key issues and help set direction. You will also build strong relationships with people across government, the NHS and other organisations, making sure our work has real influence and supports change.

Alongside this, you will lead and develop high performing teams, making sure they have clear direction and support to deliver. This is a role where you can have a real impact, using insight from our work to shape policy, improve services and make a difference to the public.

Person specification

What we are looking for:

• significant experience in a senior strategy, policy, research, or stakeholder engagement role, ideally within the public or health sector

• proven track record of developing and implementing strategy and policy to deliver organisational objectives

• in-depth understanding of strategy development, policy analysis, research methodologies, and stakeholder engagement methods

• strong stakeholder management and influencing skills, with experience of engaging and building relationships with a wide range of internal and external stakeholders, including senior government officials and public sector leaders

• excellent leadership and team management skills, with the ability to motivate and develop high-performing teams.

We recognise the value of lived experience. If you have experience of complaining about any public body, we strongly encourage you to apply.

Benefits

Our benefits:

• Civil Service Pension scheme

• 32.5 days annual leave (plus bank holidays on top)

• hybrid working, 40% office based

• flexible working

• access to a free, confidential Employee Assistance Programme offering 24/7 advice and support from professionals and counsellors

• comprehensive learning and development programme

• employee discount scheme across hundreds of retailers

• bicycle loan scheme

• season ticket loan

• gym membership subsidy

• paid for professional memberships

• eye test reimbursement.

Applicants from the Civil Service or accredited Non-Departmental Public Bodies are welcome to apply.

We are open to considering this role on a loan or secondment basis. If you are applying on this basis, you must have agreement in principle from your current employer before submitting your application.

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

How to apply (and how to do well)

You will answer four scored questions at application stage. We use these to longlist and shortlist, so your answers matter.

• choose real examples (from professional settings)

• focus on what you did, not what “we” did as a group

• explain your thinking: what you looked at, what you decided, and why

• keep it clear and specific, avoid generic statements

Please do not use AI to write your answers. We need to assess your skills, and applications may be rejected if answers appear AI-generated.

If your examples are very short, mostly opinion-based, or don’t describe a specific situation and outcome, you are unlikely to score well.

Inclusion & Wellbeing

Equality, diversity, inclusion, and wellbeing are vital to the way we work and our culture. We want our colleagues feel included, valued, and supported at work. It is essential that we are representative and accessible for the people who work here and those who use our service.

Actions we take to embed this include:

• an anonymised shortlisting process to make sure it is fair and unbiased

• monitoring the demographic trends in our workforce and making measured, sustained efforts to improve our diversity at all levels

• providing wellbeing support and opportunities for personal and professional development for all colleagues

• creating spaces for connection and engagement through our employee network groups and social clubs

• part of the disability confident scheme

• providing reasonable adjustments

• engaging in regular inclusion learning to enhance the cultural competency of our organisation.

We know the value of having diverse, representative teams across our organisation. Which is why we particularly encourage applications from candidates who are likely to be underrepresented within the team. These include people who are:

• Asian, Black, Mixed Ethnicity or another ethnic background

• disabled

• LGBTQ.

Contact and important information

If you would like to learn more about the role, please contact either Scott Stevenson, Director of Strategy and Resources, Scott.Stevenson@ombudsman.org.uk or Laura Pardoe, Assistant Director of Strategy, Policy and Stakeholder Engagement, Laura.Mingins@ombudsman.org.uk

• Interviews: held onsite

• Feedback: we do not offer feedback at application stage

• Right to work: we can only consider candidates with the right to work in the UK.

• Sponsorship: we are unable to offer sponsorship (we do not have a licence).

• Applications: we do not accept CVs—please apply via the application form (‘apply now’).

• Agencies: no agencies; applications from individuals only.

• Early closure: we may close the advert early if we receive a high volume of applications.

• Salary: non negotiable

Important notice: fraudulent job postings

We have been made aware that some websites are falsely advertising job vacancies for the Parliamentary and Health Service Ombudsman (PHSO). We only advertise job vacancies through these official channels:

- our website

- LinkedIn

- Civil Service Jobs

- GOV.uk

- Indeed

- Ombudsman association

- BMEjobs.co.uk

- Disabilityjob.co.uk

- Neurodiversityjobs.co.uk

- LGBTjobs.co.uk

Do not share personal details with any other websites claiming to represent PHSO. Contact our recruitment team to report any concerns at recruitment@ombudsman.org.uk

We are changing our name

We are changing our name. Later this year we will become the Public Service Ombudsman. This will make it easier for people to find us and understand what we do. The service we provide will remain the same. Visit our website to find out more.

If you have any questions, please contact us at recruitment@ombudsman.org.uk.

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

Security

Successful candidates must undergo a 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

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 : Scott Stevenson, Director of Strategy and Resources
• Email : Scott.Stevenson@ombudsman.org.uk

Recruitment team

• Email : recruitment@ombudsman.org.uk

Attachments

Assistant Director of Strategy, Policy and Stakeholder Engagement role profile Opens in new window (pdf, 175kB)How to apply Opens in new window (pdf, 148kB)