Contract Length: 6 months
IR35 Status: Inside IR35
Location: Hybrid
Day Rate: £250 - £350pd

We are seeking an experienced Parliamentary & Complaints Caseworker to support a high-profile digital transformation programme within central government.

This role offers the opportunity to work in a fast-paced environment, managing complex casework, investigating operational issues, handling high-profile complaints, and contributing to the continuous improvement of critical public services.

• Lead and manage complex casework and complaints through to resolution.
• Establish and maintain effective case management, tracking, and escalation processes.
• Investigate operational and service-related issues, gathering and analysing evidence to identify root causes.
• Work collaboratively with internal teams and external stakeholders to resolve user issues and improve outcomes.
• Produce clear, evidence-based recommendations to support service improvements.
• Analyse complaints and user feedback to identify trends and opportunities for continuous improvement.
• Build effective relationships with a wide range of stakeholders, influencing decisions and supporting delivery objectives.
• Ensure compliance with governance requirements and statutory deadlines.

• Proven experience handling complex complaints, casework, or high-profile operational issues.
• Strong investigative and analytical skills, with the ability to assess evidence and make informed recommendations.
• Experience working in regulated, governance-heavy, or public-facing environments.
• Excellent stakeholder management and relationship-building skills.
• Ability to manage competing priorities and resolve issues effectively.
• Strong written communication skills, including drafting responses, briefing materials, and correspondence for senior audiences.
• A proactive approach to identifying risks, opportunities, and service improvements.

• Parliamentary or ministerial correspondence.
• Complaints management within government, regulatory, or public sector organisations.
• Service improvement or operational excellence initiatives.
• Experience supporting citizen-facing digital services.

• Strong attention to detail.
• Excellent judgement and problem-solving ability.
• Confidence working with senior stakeholders.
• A user-focused mindset.
• The ability to remain calm and effective when managing sensitive or high-profile issues.

Please submit your CV along with

• SC Clearance status (current or previously held)