COVID-19 update

Our office is currently not open to visitors. We are responding to emails; however, our response times will be affected.  We are operating a limited telephone service for complaints related enquiries. Our Scottish Welfare Fund review service is still available by telephone as normal.  Please read our information for customers and organisations

Vacancy: Complaints Officer

Complaints Officer

  • Contract type: Fixed Term (1 Year), Full time 9am-5pm Monday-Friday (35 hours per week)
  • Location: Edinburgh
  • Salary scale: Band 2 (£30,126 – £34,995), dependent on skills and experience
  • Benefits: 40.5 days of annual leave (including public holidays), Flexible working arrangements, Civil Service Pension Scheme arrangements, Life Assurance scheme, Employee Assistance Programme

The SPSO is the final stage for complaints about organisations providing public services in Scotland. We investigate complaints across a wide range of sectors including councils, the NHS, housing associations, most water and sewerage providers, the Scottish Government and its agencies and departments, colleges and universities, prisons, and most Scottish public bodies.

We are recruiting for a Complaints Officer to provide support to Managers and Complaints Reviewers to deliver an efficient, accurate complaints investigations service. The post-holder will primarily carry out an early assessment of cases, make initial notifications and enquiries, assist Complaints Reviewers with case management tasks, draft decisions and follow up on recommendations.

To be successful in this role, you will have a minimum of two years’ experience of working in a frontline customer-facing role. You will be able to demonstrate strong administration and communication skills and will be able to analyse information and make decisions within appropriate procedural and policy framework.

If you are interested in joining an organisation that enjoys challenge and strives for continuous improvement, please see the application pack below or contact 0131 243 0982 or recruitment@spso.gov.scot for further information.

Closing date: 5pm on Monday 30 November 2020

Interview and Assessment: To be held week commencing 14 December 2020

All applicants will be notified of the outcome of applications by Tuesday 8 December 2020. Interviews will be held remotely through video conferencing and candidates shortlisted for interview and assessment will be notified of the next stage of the process after Tuesday 8 December 2020.

Equal Opportunities Statement:

We are committed to providing equal opportunities in employment and in the service provided to complainants. No job applicant, staff member or person receiving a service from us will receive less favourable treatment on the grounds of sex, marital status, or racial grounds or on grounds of disability, age, sexual orientation, language or social origin, or of other personal attributes including beliefs or opinions, such as religious beliefs or political opinions.

We are totally opposed to discrimination. We are committed to conducting the business in a way that is fair to all sections of the community. This may mean taking positive steps to ensure equal opportunities for staff involved in staff selection, staff management and service delivery.


Application pack 

Updated: November 17, 2020