Case Support Officer x 2

Edinburgh

Salary band:  £19,450 - £22,326 (starting at £19,450 an annual spine point increase will be applied, subject to satisfactory performance)

Working hours:35 hours per week. 

Reporting to:Investigation Support Manager

 

Job Summary

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. 

 

What you’ll do

You will assist a wide range of people on the phone and in writing, provide guidance on a range of issues such as how to make a complaint, to dealing with general queries relating to existing complaints.

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

Working as part of the 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.

With the knowledge you build from speaking to those using our services you’ll help inform continuous improvement to our whole process.

 

How you’ll do it

We pride ourselves on being independent, impartial and accessible.  This is why we need people who are committed to applying a consistent approach in dealing with complaints, whilst always providing a high level of customer service to the parties involved.

It’s also important that you can communicate clearly, both in writing and in person.  You will be someone who pays close attention to detail and can produce accurate and high quality work.  While you will need to work well as part of a team, you will also be able to proactively manage your own workload.

 

Your background

You will have worked in a client, regulatory, or customer service environment in a front line facing role for at least two years.  If you are flexible, adaptable and have proven experience of dealing with a range of stakeholders as well as strong 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 also have valuable experience of dealing with well informed and challenging service users. 

 

Essential criteria

  • 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 using a case management system for accurate recording of information and statistics;
  • Excellent organisational and time management skills;
  • Excellent written and verbal communication skills.

 

Desirable criteria

  • Educated to Degree Level or equivalent;
  • Previous experience of dealing with difficult and demanding service users;
  • Experience of effectively managing a caseload;
  • Experience of reviewing information to make recommendations/decisions in line with relevant policies, processes and legislation.

 

What we offer

All of our employees benefit from a flexi-time scheme and are entitled to 38.5 days paid holidays (including public holidays).  We also offer a Group Self Invested Personal Pension, company sick pay scheme, childcare vouchers, cycle to work scheme, travel loan scheme and a confidential employee assistance programme offering free advice and support across a range of work and personal issues.

 Find out what the Investigation Support Team do here

Apply now

If you are interested in applying for this role, please submit a completed application form along with an equality and diversity monitoring form.

Word  Case Support Officer Application Form

Word  Case Support Officer Job Description

Word  Competencies Framework Grades 1 and 2

Word  Equality and Diversity Monitoring Form

 

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.

Closing date for applications is 5pm on Tuesday 28th March 2017 at 5pm with interviews anticipated to be held on Monday 10th and Tuesday 11th April 2017. Candidates will be asked to attend an interview and complete an exercise on the day. Please note, if your application is unsuccessful at the sifting stage, the SLCC can only provide email feedback on individual applications.

Applications must be received by: 17:00 on 28/03/2017.

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