Salary
Salary: 44,138.92 – 47,516.09 (all offers will be made at 44,138.92)
Closing Date
Closing date: Midnight 15 March 2026
Location
Location: Hybrid (Office is based in central Edinburgh)
Pattern
Pattern: Full time role is 35 hours per week. We accept flexible working requests from day 1 and are happy to discuss flexible working patterns, these must suit both, us an organisation and yourself.
About the role
We’re looking for people to join our team at the Scottish Legal Complaints Commission. We help resolve issues raised by the public about work carried out by Scottish lawyers. We help hundreds of people a year. Our team reach decisions which make a difference to people’s lives. In some cases we award compensation and explain why the level of service fell short. In others our independent review of the situation shows the lawyer did all they could, giving the client and lawyer confidence the concerns have been addressed.
Our Team
We’re a small team of around 65 staff, which makes for a close, friendly team to be a part of. We deliver serious work, but we also have a great deal of fun as a team. It also means there are great opportunities to get involved in different aspects of what we do, from driving improvements in our customer service, to running sprints to test new ways of working. We are always improving and innovating. You’ll be involved in designing and testing new approaches, and will move between teams and different types of work to help build knowledge and ensure we can deliver our objectives.
Learning & Development
Learning and development is important to us as 70% of our operational management team got their roles through internal promotion. You’ll receive training and coaching to help you within your role. You’ll also have significant flexibility and personal discretion in terms of times and locations of work, and in how to manage your own work load.
Required Experience
We are looking for people with experience in complaints, customer service, legal or regulatory roles, but we don’t have a fixed idea. People from very different backgrounds have excelled in these roles. We want you to have the chance to explain to us how you might help us deliver our role. Two Skill Sets Are Important To Us, And You Will Want To Make Your Previous Experience Clear In Your Application. You Might Be Experienced In Both Or, If Only Experienced In One, Be Willing To Learn And Develop In The Other.
Responsibilities
Resolution and customer service – we need to talk to the public and lawyers, understand their views and concerns, and help bring these views together to get an agreed solution without a formal investigation or decision. You’ll keep people updated, help them understand the process, and understand their perspective.
Investigation and decisions – you’ll be able to analyse complex information and facts, identify key issues, clearly reason as to whether standards are met or not, and be confident in suggesting a fair outcome.
In both you’ll need clear and concise written English, and care about the quality of your work. You’ll also need to be open to working with peers and managers collaboratively to improve the quality of communication, reasoning and decisions.
If you already work in a statutory complaints process you’ll recognise the key stages of our process as triage, informal resolution, mediation, investigation, and formal adjudication. Experience in this is helpful, and you’ll want to flag it in your application, but it is not essential if you can tell us other ways your experience and skills match the role.
Hybrid Work
This is a hybrid role. We require that you attend our Edinburgh office a minimum of one-third of your working time a quarter (we estimate around 2 days per week for a full-time colleague). There may also be some specific events that you will need to attend in person. Please note your induction will include more office days in the beginning to help you settle into SLCC, learn about the role and to provide the most support. We also offer flexible working hours that means when you are working from home you can work anytime between 6am and 10pm and 7am to 7pm in the office.
Benefits
You’ll also have 42 days paid holiday, including public holidays (pro-rata for less than 35 hours a week). We also offer a Group Self Invested Personal Pension, company sick pay scheme, life assurance, cycle to work scheme, travel loan scheme, volunteer days and a confidential employee assistance programme offering free advice and support across a range of work and personal issues.
Company Culture
We also pride ourselves on being an enjoyable place to work, with a supportive environment, opportunities for self-development, staff charity events and the chance to socialise. We have a staff-led Wellbeing and Inclusion Group. In our last staff survey, 97% said they have a good working relationship with their colleagues.
Application Process
To apply for this role, please submit your CV and a covering letter explaining why you are interested in a role and what you will bring to it (a maximum of 300 words) by Midnight 15 March 2026. Assessment exercises will be emailed to successful candidates on 24 March 2026 to be returned by 30 March 2026. Candidates successful at the assessment exercise stage will be invited to an in-person interview in Edinburgh on either 21 or 22 April 2026.
Please note if your application is unsuccessful at the assessment sifting stage, the SLCC cannot provide feedback on applications.
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