Job Description

Salary

39,864 - 51,357

Contractual hours

37

Basis

External Organisation

Job reference

REQAA6758

Contract Type: Permanent and Full Time

Working Hours: 37 hours per week

Salary: 39,864 - 51,357 p.a.

Location: Hybrid or remote working

Function Type: Investigations

Are you passionate about public services in Wales and ensuring that where services fall short, there is recourse through an independent complaints system? Do you have experience of complex complaint or regulatory and/or ethical standards investigations?

The Public Services Ombudsman is looking to recruit Investigation Officers, to investigate complaints from members of the public about unfair treatment or poor service through some failure on the part of devolved public bodies in Wales. The Ombudsman also investigates complaints made about Councillors within local authorities in Wales who may have breached their council's statutory code of conduct.

As an Investigation Officer, you will focus on the most serious cases and manage a caseload of varying complexity, across a multitude of areas. Delivering a good customer experience throughout the process, you will:

Analyse detailed information to get to and understand the heart of the complaint Identify and promptly obtain evidence Reach evidence-based decisions and present these in cogent written reports Effectively engage with the complainant throughout the investigation Resolve cases through constructive engagement


There is a full job description and additional information on our website.

What are we looking for?

Considerable, practical and comparable experience of undertaking detailed investigations, leading to proportionate outcomes Experience of complex complaint or regulatory and/or ethical standards investigations Excellent written communication skills with significant experience of drafting complex documents that convey detailed analysis in a straightforward way Excellent oral communication skills with the ability to meet stakeholders in person, remotely or by telephone Effective case management skills with the ability to prioritise competing demands Proven ability of working well both autonomously and as part of a team


To apply for this role you will need to evidence your experience and expertise in conducting complex investigations within professional services/public sector or regulatory and/or ethical standards investigations. The ability to communicate through the medium of Welsh is desirable for this role. .

What's in it for you?

An opportunity to make a real difference, providing justice and leading to improvements Variety of casework - no one case is the same Competitive salary and generous annual leave allowance of 32 days. Other benefits including: Civil Service Pension, Flexi time Scheme, Gym Membership, Health Cash Plan and Discounted Purchase Schemes. Excellent on-site facilities and equipment for home working. Free external counselling and occupational health support.

To apply

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

by 12 noon Monday 3 November 2025. We reserve the right to close this vacancy early should sufficient applications be received so do not delay in submitting your application.

The responses you provide in the application form will be used to shortlist your application.

We welcome applications in Welsh. An application submitted in Welsh will not be treated less favourably than an application submitted in English.

The Public Services Ombudsman is an Equal Opportunities Employer.

Diversity and inclusion is central to everything we do. We are actively committed to promoting and participating in good practice in the way that we attract, recruit and retain staff.

Everyone is encouraged to bring their whole self to work because we appreciate the value that a truly diverse workforce brings to an organisation. We celebrate difference, recognising the benefits this brings to our inclusive culture, including age, disability, gender identity and expression, religion, race, sex, sexual orientation and socio-economic background.

Link to Vacnacy -

Investigation Officer - Public Services Ombudsman for Wales