Case Investigation Manager

We’re looking for a manger 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.

We’re a small team of around 58 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. Our small size 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 will move between teams and different types of work to help build knowledge and ensure we can deliver our role.

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, working with our panel of legal firms. 

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’ll be 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 function.

You can work from any UK location for most of the time, all we require is that you attend the office, which is based in Edinburgh, a minimum of one third of your working days a quarter and there may be some specific events that need to attend in person. Please note 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 will also have 42 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. We have a staff led Wellbeing and Inclusion Group. In our last staff survey 84% of colleagues said they would recommend the SLCC to friends as a place to work, and 98% said they have a good working relationship with their colleagues.

To apply for this role, please submit your CV and a letter explaining why you are interested in the role and what you will bring to it (a maximum of 350 words) by Midnight 2 June 2024. Interviews for this post will be held on Friday 14 June.

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 positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion, pregnancy or maternity.

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