Case Officer

Duties and Responsibilities Manage enquiries and complaints from the general public, providing clear advice and appropriate resolutions.Analyse and accurately record all enquiries and complaints within the designated complaint management systems.Assess cases and determine appropriate investigation actions, liaising with healthcare professionals, clinical teams, and administrative managers as required.Maintain accurate and up-to-date records of all activity related to complaints and enquiries.Draft clear, professional responses to complaints, including complex and multi-issue cases, in line with quality standards.Gather relevant information and prepare responses for Freedom of Information and Right of Access requests .Liaise with DWP managers, providing clear explanations and outcomes of investigations where required.Ensure all investigations are concluded effectively, with outcomes recorded and communicated to relevant stakeholders.Identify and implement appropriate actions to prevent/resolve customer dissatisfaction and improve overall service delivery.Manage individual caseloads effectively, ensuring all deadlines, targets, and service standards are consistently met.Other ad hoc tasks as assigned by management including but not limited to managing team email inbox and alternative format requests. Skills and Qualifications • Good organisational and time management skills needed to prioritise urgent cases, achieve targets, and strike the correct balance between duties. • ..... full job details .....