|Salary||£30k-£35k (all appointments made will start at £30K)|
|Working Pattern||Permanent, Full-Time (we would also welcome Flexible Working Requests, minimum of 3 days per week)|
|Location||Edinburgh City Centre|
|Closing date||18th August 2019|
How can you help us
We pride ourselves on being independent, impartial and accessible. This is why we need people who are committed to achieving fair outcomes, applying consistent decision-making and resolving complaints, whilst always providing a high level of service to the parties involved.
We are looking for highly motivated, professional people who can focus on facilitating a fair outcome in every case. To do this you will be able to analyse complex information, identify and review evidence and be able to use your own judgement to make recommendations or decisions at various stages of our complaints process.
We value flexibility. You will see that there are many aspects to the work done in the complaints team and business needs will determine the area you will work in. You will be expected to move area from time to time according to the needs of the organisation and the process. We also have a culture of continuous improvement which makes it vital you are comfortable with change and ideally you are someone who instigates change and drives improvement. This continual movement makes the SLCC a dynamic and invigorating place to work.
As a Complaints Team Member you will be responsible for a portfolio of complaint cases. You will manage these in a fair and consistent way, in line with the legislation and our internal working policies.
Complaints Team Members are involved in every stage of the process; triaging cases, applying initial sifting tests, investigating, conciliating, and supporting independent commissioners in final decision making. Individual roles within the team change and evolve around business needs and as we continue to innovate, you may be involved in one or more elements initially or over time. As you will be dealing with both the legal profession and members of the public it is important that you communicate clearly, both in writing and in person. You will be someone who pays close attention to detail and can produce accurate and high quality work. While you will need to work well as part of a team, there may be times when you will need to constructively challenge the views of others.
More about you
We would like to hear from professionals with one or more of the following backgrounds:
- Regulatory, professional or client services
- Complaints handling
Of course if you are experienced in leading investigations and critically evaluating evidence, this would be particularly valuable. But not everyone that joins us needs to have these skills before they arrive. We will offer training and development to you, if you can show us that you have what it takes to join our team.
You will have well-developed analytical skills and the ability to convert your analysis into clear evidence-based judgements and recommendations. You will be able to influence with appropriate support and advice, and present information, findings and recommendations in a well-structured, accurate, clear and concise manner.
What we offer you
Working with legal complaints can be challenging so as well as a salary range of £30,397-£35,691 you will also benefit from a flexi-time scheme (allowing some flexibility to manage your work through an office open 7am to 7pm Monday to Friday and the ability to accumulate up to two flexi days every 4 week period, based on 35 hours a week), some remote working opportunities, 38.5 days paid holiday, including public holidays (pro-rata for less than 35 hours a week).
We also offer a Group Self Invested Personal Pension, company sick pay scheme, life assurance, cycle to work scheme, travel loan scheme, volunteer days and a confidential employee assistance programme offering free advice and support across a range of work and personal issues.
We also pride ourselves on being an enjoyable place to work, with a supportive environment, opportunities for self-development, staff charity events and the opportunity to socialise. In our last staff survey 78% of colleagues said they would recommend the SLCC to friends as a place to work.
To apply for this role, please go to our website and submit a completed application form.
The closing date for applications is Sunday 18th August 2019. Interviews will be held during the week commencing 26th August 2019. If you are asked to attend an interview you will also be asked to complete an exercise on the day.
Please note if your application is unsuccessful at the sifting stage, the SLCC cannot provide feedback on individual applications.
More Information on what it's like to work at SLCC
The Scottish Legal Complaints Commission is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion, pregnancy or maternity. To find out more about what it’s like to work at SLCC please click here
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