Case Support Officer

Salary                           £28,800.00– £30,245.05 (all offers will be made at £28,800.00)

Closing date               Midnight 23 September 2025

Location                      Hybrid (Office is based in central Edinburgh)

Pattern                        Full time role - 35 hours per week, Monday to Friday  

We’re looking for a Case Support Officer 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 are an equal opportunities employer and we’re open on both 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.

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 team of around 60 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.  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.

As a Case Support Officer, you will be the first point of contact for external service users, assisting a wide range of people with enquiries relating to new and existing complaints.  You will ensure we are accessible and helpful, as well as deliver high quality administrative support to help facilitate early resolution of complaints, and fair outcomes for solicitors and consumers. 

You will help keep cases moving quickly through our process by maintaining and updating the information on our case management system, ensuring that all service user interactions are recorded and complaint information is accurate.

A typical day could involve dealing with telephone enquiries, checking, considering and responding to incoming emails and post, providing information on how to make a complaint and the process to follow, along with managing expectations of possible outcomes.

Working as part of a small team, you’ll also attend to other tasks such as considering incoming complaint forms and checking we have all the information we need, liaising with the relevant professional organisations and making decisions on whether complaints can be accepted into our process and updating the parties accordingly. You’ll also consider whether there is any scope for early resolution of the complaint.

You will have worked in a client, regulatory, or customer service environment in a front-line facing role for at least one year.  You will have experience of working as part of a team to meet overall team/ operational targets and also have experience of using systems to accurately record information and statistics.  If you are flexible, adaptable and have proven experience of dealing with a range of stakeholders as well as strong communication, planning, multi-tasking and organisational skills, we’d like to hear from you.  We would be particularly interested if you have previously worked in complaints handling or in an environment which is focused on resolution.  You might have valuable experience of dealing with well-informed and challenging service users.  You might also have experience of managing a caseload, or reviewing information to make recommendations/decisions in line with relevant policies, processes and legislation.

This is a hybrid role.  We require that you attend our Edinburgh office a minimum of one-third of your working time a quarter (we estimate 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.  As this is a customer centred role, with our enquiry lines open Monday to Friday between 9am and 5pm, this is a full time role of 35 hours per week over 5 days.

We offer flexible working hours, along with a flexi time scheme. This means when you are working from home you can work anytime between 6am and 10pm and when working in the office, between 7am to 7pm. You’ll arrange with colleagues to ensure there is sufficient Case Support Officer cover between 9am to 5pm.

You’ll 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 chance 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 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 the role and what you will bring to it (a maximum of 300 words) by midnight 23 September 2025.  Assessment exercises will be emailed to successful candidates on 3 October 2025 to be returned by 10 October 2025.  Candidates successful at the assessment exercise stage will be invited to an in-person interview in Edinburgh on either 28 or 29 October 2025.

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

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