Case Investigator

We’re looking for people to join our team at the Scottish Legal Complaints Commission. We help resolve issues raised by the public about work carried out by Scottish lawyers.

We help hundreds of people a year. Our team reach decisions which make a difference to people’s lives. In some cases we award compensation and explain why the level of service fell short. In others our independent review of the situation shows the lawyer did all they could, giving the client and lawyer confidence the concerns have been addressed.

We’re a small team of around 55 staff, which makes for a close, friendly team to be a part of. We deliver serious work, but we also have a great deal of fun as a team working together. It also means there are great opportunities to get involved in different aspects of what we do, from driving improvements in our customer service, to running sprints to test new ways of working. We are always improving and innovating. You’ll be involved in designing and testing new approaches, and will move between teams and different types of work to help build knowledge and ensure we can deliver our objectives.

Learning and development is important to us as 70% of our operational management team got their roles through internal promotion. You’ll receive training and coaching to support you within your role. You’ll also have significant flexibility and personal discretion in terms of times and locations of work, and in how to manage your own work load.

We are looking for people with experience in complaints, customer service, legal or regulatory roles, but we don’t have a fixed idea. People from very different backgrounds have excelled in these roles. We want you to have the chance to explain to us how you might help us deliver our role.

Two skill sets are important to us, and you will want to make your previous experience clear in your application. You might be experienced in both or, if only experienced in one, be willing to learn and develop in the other:

Resolution and customer service – we need to talk to the public and lawyers, understand their views and concerns, and help bring these views together to get an agreed solution without a formal investigation or decision. You’ll keep people updated, help them understand the process, and understand their perspective.

Investigation and decisions – you’ll be able to analyse complex information and facts, identify key issues, clearly reason as to whether standards are met or not, and be confident in suggesting a fair outcome.

In both you’ll need clear and concise written English, and care about the quality of your work. You’ll also need to be open to working with peers and managers collaboratively to improve the quality of communication, reasoning and decisions.

If you already work in a statutory complaints process you’ll recognise the key stages of our process as triage, informal resolution, mediation, investigation, and formal adjudication. Experience in this is helpful, and you’ll want to flag it in your application, but it is not essential if you can tell us other ways your experience and skills match the role.

You can work from any UK location for most of the time. All we require is that you attend our Edinburgh office a minimum of one-third of your working days a quarter (around 2 days per week for a full-time colleague). There may also be some specific events that you will need to attend in person. Please note your induction will include more office days in the beginning to help you settle into SLCC, learn about the role and to provide the most support.

You’ll also have 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 chance to socialise. We have a staff-led Wellbeing and Inclusion Group. In our last staff survey, 85% of colleagues said they would recommend the SLCC to friends as a place to work, and 97% said we were a fair place to work.

To apply for this role, please submit your CV and a covering letter explaining why you are interested in a role and what you will bring to it (a maximum of 300 words) by Midday 29 August 2022. Assessment exercises will be emailed to successful candidates on 7 September to be returned by 13 September. Candidates successful at the assessment exercise stage will be invited to interview at the SLCC’s office in Edinburgh on either 28 September or 29 September.

Please note if your application is unsuccessful at the assessment sifting stage, the SLCC cannot provide feedback on individual applications.

The Scottish Legal Complaints Commission is an equal opportunities employer and we’re open on professional and work experience. We want to build a diverse team, so would positively encourage applications from all candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion, pregnancy or maternity – just tell us why you think you’ll be great in this role. To help maintain this we request you complete our monitoring form and attach it along with your application.

Please read our employment relationship privacy notice here to find out what we will do with your personal information and how we will keep it safe.

Applications should made via our website no later than Midday on 29 August 2022. If you have any questions or issues please email slcchr@scottishlegalcomplaints.org.uk.