Investigation

Our Investigations Team is the first point of contact for anyone with a potential complaint.  Work carried out in this team includes dealing with enquiries, assessing whether a complaint is eligible for investigation, considering if a case is suitable for mediation, assisting in the conciliation of complaints and carrying out investigation work.

The Investigations Team is made up of various roles including Administrative Support, Case Support Officers, Mediation Coordinator, Case Investigators, Senior Case Investigators and is led by two Heads of Investigations.

Skills that would be key to our Investigations Team are:

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Previous experience of complaint handling and customer service and/or a legal qualification or experience of working in the legal sector
 
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The ability to think analytically
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Good communication skills -  both written and oral
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Patience
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The ability to step back from the job and retain an objective view
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The ability to work both independently and as part of a team
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The ability to be organised

What do some of our current investigation staff say about working at the SLCC?

Amy, Case Investigator

As a Case Investigator at the SLCC, I work within a team of Investigators who carry a varied and diverse workload, focused on resolving and settling complaints from all areas of Legal practise. My work involves producing detailed and accurate Investigation Reports, avoiding legalistic language so that they are easily read by consumers and practitioners alike. My working day involves preparing Investigation Reports, reading files and processing information in line with the Service Standards expected of Solicitors. I regularly speak with members of the public and the legal profession with a view to establishing a resolution where things may have gone wrong in a legal matter. I find it very satisfying when a complaint is resolved successfully and parties come to an agreement. I have a productivity target to measure my performance and I am able to manage my workload accordingly to meet and exceed these figures.  Also as part of my role I have taken part in workshops and projects to develop existing practise, taken part in charity events and I have been given the opportunity to try out other roles in the organisation to allow me to develop my knowledge of all stages of the Investigation process. I find that the Case Investigators are kept well cited on all decisions and take part in discussions about any improvements to processes.   

Darina, Case Investigator

I have been working at the SLCC as a Case Investigator since April 2016. I’m older than many of those working  here and have worked as a nurse in the NHS, as an information manager in libraries  and most recently as a solicitor in a law firm.  During the course of my working life I have experienced very different types of workplaces and cultures. The employers and organisations for whom I worked in the past purported to support and encourage and promote a positive work culture, but I found that this rarely, if ever translated into practice and the reality was always very different to the image presented during the recruitment process.   This is definitely not the case at the SLCC. I really enjoy working here,  and can honestly say that I feel even more positive about the organisation after 8 months working here than I did during  my first days and weeks at the SLCC.  The SLCC is a relatively small organisation with relatively few layers of management and there is a real sense that everyone’s voice is listened to and valued,   regardless of their position within the organisation.   There is also a culture of transparency and openness, which is reflected in the open plan working environment and a focus on providing encouragement and support to each other within the structure of the team, rather than an emphasis on working alone.  There is also a sense that the SLCC wants their employees to develop and actively assists the progression of their employees. The SLCC recognises that everyone’s needs are different and in recognition of that, flexible working practices are embedded into the culture of the organisation.  

Nick, Specialist Case Investigator

One of the things I like most about working with the SLCC is that I enjoy coming into work each day. The work we do is varied, often interesting and, perhaps most importantly, I feel the job I do matters. I’ve always enjoyed learning new things and, growing up, I probably drove my mum and dad crazy asking questions to understand how stuff worked and why things happened the way they did. As a Case Investigator, I get the chance to use those character traits that annoyed my parents when I was a child, as well as the knowledge and skills I’ve developed since, to help the people who use the SLCC’s services.

A massive part of why I enjoy working here is the people I work alongside. Not only do I feel we all share the “corporate” values of the SLCC, like fairness and professionalism, I feel we also share values that are important to me personally, like positivity and a good sense of humour. The work we do can be challenging and is certainly never easy, but they manage to keep a smile on their faces – well, most of the time at least! Whilst we all take responsibility for our own work, we help maintain high standards by supporting each other as a team. We share ideas, knowledge and experience, but we also share stories, jokes and, occasionally, a drink or two! Each year we pick an office charity together – then we dress up, taste each other’s baking (with mixed results) and even run marathons together – all for a good cause.

I’m proud to tell people I work with the SLCC and I would recommend it to anyone.

Rachel, Specialist Case Investigator

I started with the organisation over four years ago as a Case Investigator dealing with investigation of complaints.

One of the most enjoyable aspects of the job is the team ethos and people-based culture.  My first impression of the SLCC was that everyone was friendly, approachable and made me feel at ease.  That’s something that has continued throughout my time here; it’s a relaxed and friendly place to work.  There’s a huge amount of knowledge and skills within the organisation and everyone is supportive of each other and happy to offer technical knowledge or guidance.   If you find yourself having to tackle a complicated complaint, a colleague or manager will always have the time to talk through the issues and help you reach a conclusion.

Another positive part of the job is that everyone is encouraged to contribute to developing our processes and implementing improvements.  There are always opportunities to participate in any projects you are interested in and managers encourage and support this.  The aims and goals of the organisation are always well communicated and because everyone is involved in attaining these, employees do feel as though they are positively contributing.

I’ve also been excited to see us engage more with the people we work to help this year.  Training events for lawyers help them handle complaints better and learn about common issues they might be able to prevent.  Our statutory Consumer Panel is helping make sure we understand what it’s like for those using lawyers, and the challenges they have around making a complaint, and I was proud when we issued new consumer guides to help them get the best out of using legal services. 

No day is ever the same and, for me, it’s this diversity that makes the job so enjoyable!

 

If you think you possess the key skills and would be interested in joining our Investigations Team, please see our current vacancies for all opportunities with SLCC.