Case Support Officer

Salary                     £31,000.32– £32,555.77 (all offers will be made at £31,000.32)

Closing date        Midnight 7 October 2026

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 67 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.

We’d like to hear from you if you can demonstrate:

·       Relevant experience of working in a client, regulatory or customer service environment or in a front line customer-facing role;

·       Experience of working as part of a team to meet overall team/operational targets;

·       Experience of dealing with well-informed and challenging service users;

·       Excellent organisational and time management skills and the ability to multi-task;

·       Strong communication skills (written and verbal).

You may also be able to demonstrate:

·       Experience of using case management system for accurate recording of information.

·       Experience of effectively managing a caseload.

·       Experience of 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 centered 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 97% said they have a good working relationship with their colleagues.

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 7 October 2026.  Assessment exercises will be emailed to successful candidates on 20 October 2026 to be returned by 27 October 2026.  Candidates successful at the assessment exercise stage will be invited to an in-person interview in Edinburgh on either 11 or 12 November 2026.

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

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