Parliamentary & Complaints Caseworker

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

About the Role

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.

Key Responsibilities

• 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.

Essential Skills & Experience

• 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.

Desirable Experience

• 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.

What You'll Bring

• 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.

To Apply

Please submit your CV along with

• SC Clearance status (current or previously held)