Case Officer – Public Enquiries & Complaints

About the role

The Case Officer will act as the first point of contact for members of the public, agencies and healthcare professionals, providing accurate advice and managing complaints through a structured process. You will work closely with internal teams and external bodies to ensure each case is investigated thoroughly and resolved in line with quality standards.

Key responsibilities

• Handle enquiries from the public, agencies and healthcare professionals, providing appropriate advice.
• Analyse, record and track complaints using the Complaint Management System (CMS).
• Conduct investigations, liaising with healthcare professionals, medical and administrative managers via email, letter and telephone.
• Draft multi‑issue letters and replies to Freedom of Information requests to agreed quality standards.
• Investigate official correspondence, CEO and PQ referrals, and provide contributions to DWP managers.
• Record outcomes, advise DWP where appropriate, and ensure quality assurance of investigations.
• Maintain close case management to meet targets and resolve claimant dissatisfaction.

Required profile

• Strong organisational and time‑management abilities to prioritise urgent cases.
• Excellent drafting, oral and interpersonal skills for handling complex, sensitive issues.
• Computer literate with good typing speed and the ability to work independently to deadlines.
• Team player who can also take initiative and cope with vulnerable or distressed claimants.

Required skills

• Complaint Management System (CMS)

What we offer

• Full‑time permanent position based in Leeds, Yorkshire and Humberside.
• Competitive salary range £25,311 – £27,000 per year.
• Commitment to diversity, equity and inclusion throughout the recruitment process.