Closing date: 08 September 2026
Interview dates: w/c 28 September (in person)
About us
We make final decisions on complaints that have not been resolved by UK Government departments and the NHS in England. We use what we learn to help improve public services and put things right when they go wrong.
This is an exciting time to join us. We are delivering significant and meaningful change across our organisation, improving the way we work, the services we provide and the experience we offer to the people who rely on us. As we continue to modernise and evolve, you will have the opportunity to help shape improvements that make a real difference.
Based in Manchester City Centre, we employ more than 600 people who are passionate about fairness, improvement and public service. Together, we are building an inclusive culture where different perspectives are valued and where everyone can contribute to positive change.
The role
We are looking for a Transformation Change Manager to help people across our organisation adapt to new ways of working, services and technology.
This is a varied role where you will work with colleagues to plan, support and deliver change. You will help teams understand what is changing, why it matters and what they need to do to be ready. You will work closely with project teams, operational colleagues and senior leaders to make sure change is introduced smoothly and delivers real benefit.
This role would suit someone who enjoys working with people, influencing others and turning complex change into clear, practical actions. You will be comfortable working across different teams and helping colleagues navigate change with confidence.
You will join a supportive Change team and play an important role in helping us improve how we deliver services for the people who rely on us.
What we are looking for:
- strong experience of identifying, analysing and engaging stakeholders, using appropriate channels and tailoring activity to their influence, interests and the impact of change
- experience of working in waterfall, agile or hybrid delivery environments
- experience of supporting business change in digital, data or technology-enabled transformation, including iterative delivery, phased releases, pilots or service transition
- ability to use user insight, stakeholder feedback, adoption measures and service performance data to shape change activity and support continuous improvement
- knowledge of change management techniques, processes and tools, such as Managing Successful Programmes, APMG Change Management or APM Registered Project Professional.
We recognise the value of lived experience. If you have experience of complaining about any public body, we strongly encourage you to apply.
Our benefits:
- Civil Service Pension scheme
- 32.5 days annual leave (plus bank holidays on top)
- hybrid working, 40 percent office based
- flexible working
- one day paid volunteering leave per year
- access to a free, confidential Employee Assistance Programme offering 24/7 advice and support from professionals and counsellors
- comprehensive learning and development programme
- employee discount scheme across hundreds of retailers
- bicycle loan scheme
- season ticket loan
- gym membership subsidy
- paid for professional memberships
- eye test reimbursement.
You will answer four scored questions at application stage. We use these to shortlist and longlist, so your answers matter.
- choose real examples (from professional settings)
- focus on what you did, not what “we” did as a group
- explain your thinking: what you looked at, what you decided, and why
- keep it clear and specific, avoid generic statements
Please do not use AI to write your answers. We need to assess your skills, and applications may be rejected if answers appear AI-generated.
If your examples are very short, mostly opinion-based, or don’t describe a specific situation and outcome, you are unlikely to score well.
Inclusion & Wellbeing
Equality, diversity, inclusion, and wellbeing are vital to the way we work and our culture. We want our colleagues feel included, valued, and supported at work. It is essential that we are representative and accessible for the people who work here and those who use our service.
Actions we take to embed this include:
- an anonymised shortlisting process to make sure it is fair and unbiased
- monitoring the demographic trends in our workforce and making measured, sustained efforts to improve our diversity at all levels
- providing wellbeing support and opportunities for personal and professional development for all colleagues
- creating spaces for connection and engagement through our employee network groups and social clubs
- part of the disability confident scheme
- providing reasonable adjustments
- engaging in regular inclusion learning to enhance the cultural competency of our organisation.
We know the value of having diverse, representative teams across our organisation. Which is why we particularly encourage applications from candidates who are likely to be underrepresented within the team. These include people who are:
- Asian, Black, Mixed Ethnicity or another ethnic background
- disabled
- LGBTQ
If you would like to learn more about the role, please contact Hazel Waddington, Assistant Director of Transformation, [email protected]
- Interviews: held onsite
- Feedback: we do not offer feedback at application stage
- Right to work: we can only consider candidates with the right to work in the UK.
- Sponsorship: we are unable to offer sponsorship (we do not have a licence).
- Applications: we do not accept CVs—please apply via the application form (‘apply now’).
- Agencies: no agencies; applications from individuals only.
- Early closure: we may close the advert early if we receive a high volume of applications.
- Salary: non negotiable
Important notice: fraudulent job postings
We have been made aware that some websites are falsely advertising job vacancies for the Parliamentary and Health Service Ombudsman (PHSO). We only advertise job vacancies through these official channels:
Do not share personal details with any other websites claiming to represent PHSO. Contact our recruitment team to report any concerns at [email protected]
We are changing our name
We are changing our name. Later this year we will become the Public Service Ombudsman. This will make it easier for people to find us and understand what we do. The service we provide will remain the same. Visit our website to find out more.
If you have any questions, please contact us at [email protected].
