Case Investigator (Complaints)
Salary band: £29,512 – £34,651 (starting at £29,512, an annual spine point increase will be applied, subject to satisfactory performance)
Working hours:35 hours per week.
Reporting to: Case Investigations Manager
As a Case Investigator, you will manage a portfolio of complaints against lawyers. Analysing information and discovering evidence to get to the heart of the issue, you will use your own judgement to make recommendations on whether complaints are eligible for investigation and whether they should be upheld.
Your focus will be on facilitating a fair outcome to every case.
More than one Case Investigator position is available.
What you’ll do
Leading investigations, evaluating evidence and making recommendations, Case Investigators are at the forefront of our role as Scotland’s independent legal complaints gateway.
You will be responsible for a portfolio of complaint cases. You will manage these in a fair and consistent way, in line with the legislation and our internal working policies.
You’ll be required to decide whether complaints should be investigated and, where appropriate, carry out those investigations.
A typical day could involve examining evidence, discussing and negotiating potential settlements with the parties involved or drafting Investigation Reports.
How you’ll do it
We pride ourselves on being independent, impartial and accessible. This is why we need people who are committed to achieving fair outcomes, applying consistent decision making and resolving complaints, whilst always providing a high level of 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, there may be times when you will need to constructively challenge the views of others.
You will have worked in a regulatory, professional or client services role for at least three years. If you are experienced in leading investigations and critically evaluating evidence, 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.
- Previous experience of working in complaints handling or in an environment which is resolution focused
- Experience of reviewing and analysing detailed information
- Ability to manage your own caseload
- Excellent written and verbal communication skills
- A legal background or law degree
- Previous experience of dealing with challenging or demanding service users
- Experience of preparing detailed written reports and recommendations
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, 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.
If you are interested in applying for this role, please go to our website and submit a completed application form along with an equality and diversity monitoring form by 5pm on Thursday 22 March 2018.
Previous applicants in the last six months need not apply.
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 Thursday 22 March 2018 at 5pm with interviews anticipated to be held on Tuesday 10 and Wednesday 11 April 2018 (please hold these dates). 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.