Scottish Public Services Ombudsman

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Learning, Improvement and Standards Officer

Improvement, Standards and Engagement Team

Fixed term/ Secondment (13 months)
Salary £28,207-£46,955 dependent on skills and experience. We usually appoint to the first point on the salary scale.

The SPSO's Role and Function

The Scottish Public Services Ombudsman (SPSO) has a wide remit, covering a variety of functions and services.

Her powers and duties come from the Scottish Public Services Ombudsman Act 2002 which gives her three distinct areas of statutory functions:

  1. the final stage for complaints about most devolved public services in Scotland including Councils, the Health Service, Prisons, Water and Sewerage Providers, Scottish Government, Universities and Colleges
  2. specific powers and responsibilities to publish complaints handling procedures, and monitor support best practice in complaints handling
  3. Independent Review Service for the Scottish Welfare Fund with the power to overturn and substitute decisions made by councils on community care and crisis grant applications. 

Working as part of the Improvement, Standards and Engagement Team you will support the delivery of the functions of the Complaints Standards Authority (CSA) and the team’s Learning and Improvement objectives.

The CSA element of the role will involve maintaining the design, operation of, and compliance with the model Complaints Handling Procedures which apply across Scottish public services.  You will support improvements to public service complaints handling by monitoring, promoting and facilitating the sharing of best practice.  You will also provide advice, guidance and support to public service providers and to SPSO staff to improve the complaints handling performance.

The Learning and Improvement element of the post will involve supporting a range of stakeholders across the public services to improve outcomes for the public through learning from their complaints. You will help SPSO to ensure that complaint recommendations contribute positively to public service improvement and support good complaints handling practice. The role involves the analysis and interpretation of data and information, sometimes complex and voluminous. It also involves working in partnership with public service providers, policy makers, scrutiny bodies and regulators to further those improvements.

You will have experience of working in a customer facing role with exposure to complaints and/or dispute resolution.  Ideally you will have experience of Ombudsman and/or arbitration services, complaints handling and experience of one or more of SPSO’s areas of jurisdiction.  You will have project management experience together with strong planning, organising and analytical skills with excellent communication skills and experience of managing relationships with a wide range of stakeholders. 

Applicants should refer to all relevant job descriptions and person specifications relating to both elements of this role (CSA element and Learning and Improvement element).

If you are interested in joining an organisation that enjoys challenge and strives for continuous improvement, please download the application pack from this page, or contact 0131 240 2979 for further information.

Closing date: Wednesday 25 July at 5pm. Late applications will not be accepted.

Interviews: To be held on 7 August and 8 August 2018.

We are an equal opportunities employer. Please note we regret that we are unable to consider applicants previously unsuccessful at interview.

Updated: July 9, 2018