Casework Advisor

Casework Advisors form part of our Intake team, which is the initial point of contact with LGSCO. The team’s objective is to provide an accessible and knowledgeable front-line service to members of the public. The team handles all new enquiries, through a dedicated telephone helpline, the online complaints service, and via postal correspondence

For more information about our work, please visit our website www.lgo.org.uk.

As a Casework Advisor you will identify new complaints, accept complaints, explain the role of LGSCO and filter out misdirected enquiries.

You will receive and process information sent via the online complaint service, email, telephone or post from members of the public who wish to make a complaint or have an enquiry about doing so. They gather and record sufficient information to enable investigation into the complaint. The quality of the information you gather is essential for dealing with complaints effectively. You must have attention to detail to ensure the information you enter on our complaints database is accurate.

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

The closing date for applications is 9am 22 September 2026

Shortlisted applicants will be invited to take an online verbal reasoning assessment. Invites will be sent on or around 25th September and applicants will have roughly a week to complete it.

Interviews will be held w/c Monday 19 October at our Coventry office - Cheylesmore House, 5 Quinton Road, Coventry CV1 2WT.

Feedback will only be provided if you attend an interview or assessment.