Job Description

SBA are currently supporting our Central Government client who are seeking a Parliamentary & Complaints Caseworker on a 6 month contract.

Location: London, Bristol OR Manchester [Predominantly remote with ad-hoc site visits for key meetings]

As a Parliamentary and Complaints Caseworker, you will:

Lead and operate a centralised complex case working service, establishing clear frameworks for case management, tracking and escalation, and ensuring compliance with statutory deadlines.

Investigate operational and service issues, working with operational teams and Relying Parties to understand complex problems, support users who are stuck in journeys, and contribute to the development of clear, evidence‐based recommendations for improvement.

Identify trends and opportunities for continual service improvement across complaints, case working and user feedback, using qualitative and quantitative data to address root causes, optimise processes, implement solutions, and reduce avoidable demand.

Build and manage effective stakeholder relationships, influencing decisions, navigating challenging situations, and removing blockers to support shared

objectives and user needs.

Skills and experience:

Have experience handling the management of complaints, case working or other high‐profile operational issues, with a strong understanding of governance, consistency and user trust.

Can conduct investigative work into digital or operational problems, working with stakeholders to clarify objectives, gather and analyse evidence, manage conflicting information, and translate business and user needs into actionable insights and solutions.

Take ownership of issues through to resolution or mitigation, proactively identifying risks and improvement opportunities to achieve excellent user outcomes.

Are an effective stakeholder relationship manager, skilled at building long‐term trusted relationships, influencing decisions, navigating challenges and competing priorities, and operating confidently in complex or high‐risk environments while maintaining a strong focus on user needs.

Have excellent written communication and drafting skills, able to produce clear, concise and accurate responses and briefings for scrutiny and governance

NB: SC clearance is a requirement for this assignment.

To apply, please submit latest CV