Parliamentary and Complaints Caseworker

Team: Strategy, Policy and Engagement (GOV.UK One Login & Wallet)

Duration: 6 Months Contract

Location: Hybrid / Government Office Location (London, Manchester or Bristol)

Rate: £350 per day inside IR35

Security Clearance : Active SC Required

The Role

We are seeking an experienced Parliamentary and Complaints Caseworker to lead the management of complex casework, complaints, and high-profile operational issues within the GOV.UK One Login and Wallet programme.

This role will play a key part in ensuring users receive effective support, issues are investigated thoroughly, and lessons learned are translated into service improvements. The successful candidate will work across multidisciplinary teams, government departments, and external stakeholders to resolve complex problems and improve user outcomes.

Key Responsibilities

As a Parliamentary and Complaints Caseworker, you will:

• Lead and operate a centralised complex casework service, establishing effective frameworks for case management, tracking, escalation, and governance.
• Ensure compliance with statutory deadlines, service standards, and organisational processes.
• Investigate operational and service-related issues, collaborating with operational teams and relying parties to understand complex user challenges.
• Support users who encounter difficulties within service journeys and facilitate timely resolution of issues.
• Develop clear, evidence-based recommendations to improve operational performance and user experience.
• Analyse complaints, casework trends, and user feedback to identify recurring themes and root causes.
• Use qualitative and quantitative data to drive continuous service improvement and reduce avoidable demand.
• Build, manage, and influence stakeholder relationships across government and partner organisations.
• Navigate complex and sensitive situations while balancing competing priorities and user needs.
• Escalate risks and issues appropriately while maintaining focus on service delivery and continuous improvement.
• Prepare high-quality written responses, briefings, reports, and correspondence for senior stakeholders and governance forums.

Essential Skills and Experience

We are interested in candidates who can demonstrate:

• Experience managing complaints, casework, parliamentary correspondence, or other high-profile operational issues within a structured environment.
• Strong understanding of governance, consistency, regulatory requirements, and maintaining user trust.
• Proven experience conducting investigations into operational, service, or digital issues.
• Ability to gather, analyse, and interpret evidence from multiple sources to develop practical solutions and recommendations.
• Experience working with diverse stakeholder groups and managing complex relationships effectively.
• Strong problem-solving skills with the ability to take ownership of issues through to resolution.
• Experience identifying risks, opportunities for improvement, and implementing corrective actions.
• Excellent organisational skills with the ability to manage multiple priorities and deadlines simultaneously.
• Outstanding written communication skills, including drafting clear, concise, and accurate responses, briefings, reports, and correspondence.
• Ability to work confidently in complex, fast-paced, and high-risk environments while maintaining a strong focus on user outcomes.

Desirable Experience

• Experience within central government, public sector organisations, or highly regulated environments.
• Knowledge of digital services, identity services, or large-scale digital transformation programmes.
• Understanding of complaints handling frameworks, service management, and user-centred design principles.
• Experience working with performance data, service metrics, and continuous improvement methodologies.