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Salary: 54,762.16 – 58,435.51 (all offers will be made at 54,762.16)
Closing date: Midnight 15 April 2025
Location: Hybrid (Office is based in central Edinburgh)
Pattern: Full time role is 35 hours per week. We accept flexible working requests from day 1 and are happy to discuss flexible working patterns, these must suit both, us an organisation and yourself. This role requires the post holder to work a Monday.
We’re looking for a manager for our operational management team at the Scottish Legal Complaints Commission, which helps resolve issues raised by the public about work carried out by Scottish lawyers.
We help hundreds of people a year, and our team make decisions which make a difference to people’s lives. In some cases, we are awarding compensation and explaining 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 matter is at an end.
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.
We’re a small team of around 60 staff, which makes for a close, friendly team to work in. 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 our work, from driving improvements in our customer service, to running sprints to test new ways of working. We are always improving and innovating, and you’ll be involved in designing and testing new approaches and move between teams and different type of work to help build knowledge and ensure we can deliver our work.
You’ll coach and motivate a small professional team of case investigators and get satisfaction from seeing quality case work delivered in a proportionate and timely manner.
You’ll also get to develop and grow in all areas of complaints operations. We rotate leadership of specific areas of responsibility so over time you’ll become an expert in both triage and detailed investigation, in formal adjudication and in consensual mediation. You’ll lead pilots of new ideas, taking risks and innovating to improve our service, as well as build experience of Court of Session appeal casework.
You’ll work directly with the senior leadership team on projects and discussing complex cases and customer service issues.
You will love working as part of a team. The Case Investigations Managers have constant changing priorities and workloads and must work together very closely, self-managing together, to ensure all work is done timeously and accurately.
You will thrive on change and improvement: the culture of the SLCC is one of continual improvement and this results in a pattern of change and progress: not change for change’s sake – but measured collaborative improvement.
You’ll be passionate about customer service and supporting the team to deliver a high level of customer service to both members of the public and members of the profession.
You could be looking for your first experience of line management or already have experience of managing and supporting a team.
You’re keen and willing to initially undertake the role of Case Investigator first: understanding that the technical skills of that role need to be developed before you can manage a team of Case Investigators.
You’ll have 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, and we want you to have the chance to explain to us how you might help us deliver our role.
To find out more and how to apply please see Case Investigation Manager | Scottish Legal Complaints Commission
