Ombudsman Jobs

Are you passionate about public services in Wales and ensuring that public services handle complaints effectively? 

The Public Services Ombudsman for Wales is looking to recruit a Complaints Standards Authority Engagement and Support Officer.  Working within the Wales Complaints Standards Authority (CSA), this post is key to engaging with and supporting public bodies with effective complaints handling through supporting training and advice.  This role also supports the Complaints Standards and Improvement Manager in promoting the role of the CSA to public bodies, in the management of relationships with and in the processing of information from those public bodies subject to the standards currently and in the future. 

In the role you will:

• Engage with public bodies to support them in gaining compliance with the CSA model procedure and operating effectively under the standards and principles.
• Facilitate and deliver training, designing, creating, reviewing and adapting material/content as necessary, based on the CSA’s Guidance on Complaint Handling, using appropriate formats to varied audiences.
• Administer the collection of complaints data from public bodies and review the returns submitted.  Examine the data collected and engage as appropriate, where queries arise, assist with and/or deliver updates to bodies of their performance including recommending improvements and assessing any training needs identified.
• Prepare and maintain CSA information resources to support public bodies.
• Assist with the creation and development of complaint handling networks.
• Engage with public bodies to explore any concerns about complaint handling which may be remedied by training or support.

Please visit our website (www.ombudsman.wales) to access the recruitment pack.

Please submit your Application Form and Equal Opportunities Monitoring Form by email to: recruitment@ombudsman.wales The deadline for applications is: 5 pm Thursday 5 February 2026.  We reserve the right to close this vacancy early should sufficient applications be received.  The responses you provide in the application form will be used to shortlist your application. 

The Pensions Ombudsman has an exciting opportunity for a number of Lawyers (Flexi, Hybrid, Benefits) to join our team based in Canary Wharf, where we currently operate an agile working policy.  

You will be working full or part-time on a permanent contract and will receive a competitive salary of £69,398 - £74,861. We offer several pension options as part of the Civil Service Pension Scheme which has defined benefits. In addition, we are an accredited Disability Confident Employer, and we welcome applicants from under-represented groups. 

Please visit our website for more information.

This is an exciting opportunity to join the PHSO’s Executive Office as an Executive Assistant and Diary Manager to the Ombudsman, based in London.   

A small, dynamic and flexible team, we work together to provide high quality and comprehensive support, dealing with rapidly changing priorities and juggling a wide range of tasks that are often urgent, complex and sensitive. 

The Executive Assistant’s main role will be to provide comprehensive administrative support to the Ombudsman and, on an ad-hoc basis, the CEO. You will also work with colleagues in the Executive Office team and beyond to provide excellent administrative support for the PHSO’s senior team. 

The successful candidate will be a well-organised individual with a keen eye for detail, a strategic approach to diary management and accustomed to providing a high standard of service in a customer focused environment. The role offers the opportunity for professional challenge and stimulus, rewarding the post holder with stretching and wide-ranging experience.

For further information, please visit: PHSO website

The Housing Ombudsman Service performs a critical role in supporting the Government’s housing agenda and is at the forefront of providing swift and effective redress for the c.4m social tenants who can access its service.

This appointment is an exciting and unique opportunity to make a pivotal impact on the social housing landscape and play an important and visible role in advocating for tenants and improving standards in the social rented sector. As a senior, strategic leader, the Housing Ombudsman will guide the organisation through a significant period of organisational transformation and scale up whilst delivering a trusted and impartial service and achieving continuous improvement in customer experience and case output. The Housing Ombudsman will be a resilient and visible leader with experience in consumer rights or consumer protection, who can inspire public confidence whilst acting as a skilled arbitrator, balancing the needs of tenants, leaseholders and landlords. The successful incumbent will work collaboratively with other stakeholders in the sector, including the Regulator of Social Housing and other redress providers, whilst delivering a trusted and impartial service.

We welcome interest from candidates with senior leadership experience and expertise in one or more of the following areas: maintaining and improving an organisation’s output and performance; leading transformation and organisational change; promoting digital innovation; consumer rights/consumer protection, preferably gained in a housing context; complex casework and/or complaint handling; an understanding of the role of the Ombudsman and of the working of Parliament and the Government; and effective working with partners in government to deliver strategic objectives.

The Housing Ombudsman Service allows colleagues to choose if they wish to work in the London office, from home or a hybrid of the two. Attendance is expected in London for key meetings: as a senior role the Housing Ombudsman will be expected to be visible to residents and the housing sector.

For further information about this appointment with details on how to apply, please click visit: Job - GatenbySanderson for a confidential conversation about this appointment, please contact: hoj@gatenbysanderson.com

Closing date for applications: Friday 13 February 2026 – 9.00am

Reporting to the Chief Executive, you will be accountable for casework operations, customer journeys and operational IT, (including day-to-day oversight of TPO managed service provider (MSP)). You will provide a seamless, integrated, high quality, efficient, transparent, customer focused, organisational service to our consumers and members.

As a member of the Executive leadership team, the Director of Operations will play a critical role in ensuring operational resilience, service excellence and continuous improvement in support of TPO’s public interest mandate. You will work closely with the Chief Ombudsman, who is responsible for the quality of the casework journey. Together you will oversee caseworking, ensuring the Scheme rules are effectively operationalised.

Your primary focus will be operationalising our objectives to be best in class at delivering Ombudsman services and extending our influence and remit - leading their effective delivery. You will do so by developing a high-performance culture within our teams, ensuring the significant transformation agenda is delivered, realising its benefits. You must have the ability to combine strategic thinking, transformational leadership, hands-on delivery and a capability to work effectively at a senior level with external stakeholders, the Board and our people.

You will be an experienced senior leader, ready to bring your passion and energy to this role. You will be adept at building credible and trusted relationships which inspire and motivate people to deliver the highest levels of customer service.
You will have experience of working across organisations, leading transformation and embedding change in challenging environments. You will be able to demonstrate your ability to take teams with you in complex circumstances and under external scrutiny. But most of all you will bring confidence, empathy, integrity, flexibility and role model behaviours which support the development of a positive and inclusive culture.

Salary: circa £85,000 p.a. plus benefits
Hours: Full-time (35 hours per week)
Location: Home based with occasional travel for meetings

For further information, please visit the TPOS website

As the Policy and Improvement Manager you will have responsibility for project managing the delivery of the Commissioner’s Annual Report. You will work collaboratively with the Services to identify and monitor trends and themes through the delivery of recommendations and wider learning points.

• Manage the end-to-end production of the Commissioner’s statutory Annual Report to Parliament and ensure successful delivery. This will involve working with the Commissioner to draft the report, with support from the Reports and Recommendations Officer and the Statistics and Business Intelligence team.
• Identify and monitor trends and themes in complaints and handling, and contribute to the annual assessment of the effectiveness of the system to help drive change across the complaints process.
• Work with the MOD and other stakeholders on policy issues relating to complaints handling and develop and manage lessons learned engagement with the Services.
• Monitor the implementation and impact of responses to recommendations made by the Commissioner in their decisions on individual cases and in Annual and Thematic Reports.
• Develop and maintain delivery of AFC policies,   Standard Operating Procedures (SOPs), and Quick Reference Guides.
• Support the Commissioner in their accountability to Parliament, for example providing evidence to the HCDC when required.
• Provide support to the wider Corporate Operations team as required to ensure operational effectiveness.
• Provide input to presentations and briefings as required.
• Line management responsibilities may be required, including ensuring the team are appropriately trained and developed to enable them to fulfil their roles and objectives.

Salary £46,040

For further information and how to apply, please visit: Policy and Improvement Manager - Civil Service Jobs - GOV.UK

As the Reports and Recommendations Officer, you will play a key role in ensuring the organisation’s reporting obligations are met and that recommendations made by the AFC are effectively tracked, implemented, and monitored. You will be responsible for organising, preparing, and distributing the AFC’s Annual and Thematic Reports to Parliament and for wider publication. This includes working with multiple stakeholders, handling sensitive data, and ensuring all outputs meet legal, policy, and quality standards within strict timelines. You will be responsible for the management of recommendations made by the AFC through individual casework, thematic reviews, and annual reports. You will engage with relevant stakeholders to track implementation progress, assess outcomes, and ensure consistency in how recommendations are made and followed up. 

• Prepare, collate and coordinate input into the AFC’s Annual and Thematic Reports ensuring content is clear, well-structured and presented in line with organisational standards and procedures.
• Work with the Statistics and Business Intelligence team to analyse and contextualise data for reports.
• Lead on the distribution of reports, including liaison with Private Offices for Parliamentary engagement and publication on the AFC website within appropriate timelines.
• Collate, track and review recommendations made by the AFC through investigatory, thematic and annual reports liaising with relevant stakeholders to monitor progress and outcomes and highlighting any risks or mitigations where recommendations are not implemented.
• Conduct dip sampling and compliance with agreed and implemented recommendations to assess for changes or developments.
• Support the AFC at the bi-annual review of the Service Complaints Measurement Tool and raise and highlight issues as appropriate with the AFC.
• Share feedback, learning and areas for continuous improvement with the wider AFC office to improve consistency on recommendations and outcomes.
• Provide input to presentations and briefings as required.

Salary £37,720

For further information and how to apply, please visit: Reports and Recommendations Officer - Civil Service Jobs - GOV.UK