Our Complaints Reviewers play a key role in our work, analysing and resolving complaints across a wide range of sectors including councils, 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.

To be successful in this role, you will have a lively analytical mind and the sound judgement needed to make fair, consistent and just decisions. You will be able to demonstrate first class customer service through your empathetic but impartial approach. Your excellent communication skills will enable you to effectively liaise with complainants, bodies under our jurisdiction, MSPs and other stakeholder groups and to draft reports that are often complex and detailed. You must have previous complaints handling and/or dispute resolution experience and ideally you will have experience of one or more of the Ombudsman’s areas of jurisdiction.

For further information on this role, please visit our website.

The SPSO is the final stage for complaints about organisation’s 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 also review decisions about the Scottish Welfare Fund and we are the Independent National Whistleblowing Officer.

We are looking for an experienced professional with a proven track record in engagement strategies to support the leadership team in developing and delivering the SPSO’s engagement & communications strategies as we explore new and innovative ways of engaging with our stakeholders.

Reporting to the Head of Improvement, Standards and Engagement (ISE), this role is responsible for leading a small team to manage the operational delivery of all areas of engagement and communications. This includes the promotion of the SPSO’s activities in relation to setting national complaints and whistleblowing standards and driving improvement in public services through our investigative casework.

You will have an excellent understanding of, and track record in engagement & communications and developing content to inform and engage target audiences with 3 years’ relevant experience in either corporate communications, public relations, press office or journalism. You will have experience of running large scale conferences. Good oral communications and interpersonal skills, including the ability to communicate confidently and positively at all levels is essential to this roles, along with the ability to engage with complex, technical issues but maintain a lay person’s perspective on engaging messaging and communications.

The SPSO is the final stage for complaints about organisations providing public services in Scotland. We also review decisions about the Scottish Welfare Fund and we are the Independent National Whistleblowing Officer. We have held an Investors in People Gold Award since 2017 which recognises excellence in people management practices. We employ around 85 people and provide HR and payroll support to the Scottish Biometrics Commissioner and the Scottish Human Rights Commission.

The HR Officer provides a confidential advice and support service to staff and managers across the organisation, in line with HR policy and best practice. Working with the HR Manager, this role contributes to the development and delivery of HR strategy, maintaining up to date HR policies, compliance with legislation, advising on all aspects of HR policy and procedure. The HR Officer is also responsible for championing equalities, diversity and inclusion and wellbeing practices in the organisation.

You will have a minimum of 2 years’ experience in a similar role at and advisory/generalist level in which you will have gained exposure to a range of HR areas, including recruitment and selection, absence management, capability, disciplinary and grievance, equalities, diversity, inclusion and wellbeing.

You will have strong planning, organising and analytical skills with excellent communication skills and experience of managing relationships with a wide range of stakeholders.

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 also review decisions about the Scottish Welfare Fund and we are the Independent National Whistleblowing Officer.

Working as part of a small team with the Head of Improvement, Standards and Engagement, you will provide support to the wider functions of the ISE team, collaborating with ISE Reviewing Officers, Team Officers and Team Assistants to monitor complaints standards, promote good practice and learning and driving forward projects, improvements, and business plan objectives. You will also provide advice and support to internal SPSO colleagues and Complaint Reviewers as appropriate.

This role will focus on leading and developing SPSO’s approach to monitoring national whistleblowing standards, encouraging best practice within NHS boards, to share information and learn from data. Supporting the development of child friendly complaints procedures. This will involve:

• Developing and fostering strong relationships with NHS service providers and public bodies under jurisdiction;

• Planning, developing and nurturing wider stakeholder engagement to support awareness raising of SPSO work;

• Working collaboratively with the Independent National Whistleblowing Officer team to develop deeper knowledge and understanding of the whistleblowing standards.

• Setting up and developing a whistle blowers’ practitioners forum to support learning, communication and gather data-driven insights.

• Planning, running and developing the INWO Speak Up Week events on an annual basis.

• Sharing findings, learning and improvement opportunities with the leadership team.

• Developing, refining, and delivering training, and support materials to promote INWO awareness raising within bodies under jurisdiction.

• Working collaboratively with the ISE Reviewing Officer in the development of resources, training and awareness raising of child friendly complaints across all bodies under jurisdiction.

You will have experience of working in a customer facing role with exposure to complaints and/or dispute resolution. It is also essential that you have experience of managing projects, from inception to completion, that have competing demands and risks and that you are able to demonstrate flexibility in approach and delivery of work. Ideally you will have experience and knowledge of the NHS or of one or more of SPSO’s areas of jurisdiction. It is essential that you have an understanding of the Independent National Whistleblowing Officer and Standards and rights based approaches in Scotland.

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.

Our Assessment and Guidance Team raise awareness, knowledge and understanding of our organisation with members of the public and the providers of public services. The Assessment and Guidance Officer plays a pivotal role and will handle incoming enquiries and provide relevant, up to date information and advice on the SPSO to all stakeholders. You will be a key member of our assessment and guidance unit, which administers, monitors, and works to resolve cases in the early stages of a complaint.

To be successful in this role, you will have a minimum of two years’ experience of working in a frontline, customer-facing role, ideally within complaints handling. You will have good knowledge and experience of a customer services environment, preferably within a public service organisation under the Ombudsman’s jurisdiction and/or 3rd sector/support agency.

Administrative skills including fast and accurate keyboard skills, IT skills (e-mailing, word processing short reports, data entry and retrieval of case documents) and attention to detail are all essential to this role. You will have excellent communication and organisational skills and demonstrate evidence of customer service and professional presentation skills.

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 also carry out independent reviews of decisions that councils have made on community care and crisis grant applications under the Scottish Welfare Fund.

We have an additional role as the Independent National Whistleblowing Officer, the final stage for the process for those raising whistleblowing concerns about the NHS in Scotland.

We are looking to recruit a new Team Assistant to join our Improvement, Standards and Engagement (ISE) team. The post-holder will play a pivotal role in the effective running of our team by providing administrative support across all functions of the team. The role will involve management of all shared team email inboxes and administration associated with incoming emails. You will also provide important administrative support for work led by colleagues in the ISE team, such as supporting our Child Friendly Complaints project and our Engagement and Communications Team.

To be successful in this role, ideally you will have a minimum of 1 year's general clerical or administrative experience. You will be able to demonstrate an eye for detail, strong administration and organisation skills, accurate data input skills together with excellent interpersonal skills

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.

Our Assessment and Guidance Team raise awareness, knowledge and understanding of our organisation with members of the public and the providers of public services. The Assessment and Guidance Team Assistant plays a pivotal role as the first point of contact to the SPSO and our complaints process. This involves handling incoming enquiry calls, providing relevant guidance and advice on how to make a complaint and information on the role of the SPSO. Strong communication, administrative skills and an attention to detail are essential as the this role takes lead responsibility in setting up new complaints on SPSO’s complaint handling system.

To be successful in this role, you will have a minimum of two years’ experience of working in a frontline, customer-facing role, ideally with complaints handling. You will have good knowledge and experience of a customer services environment, ideally within a public service organisation under the Ombudsman’s jurisdiction. Strong administrative skills, attention to detail and experience of a range of IT applications is essential.

Our Complaints Reviewers play a key role in our work, analysing and resolving complaints across a wide range of sectors including councils, 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.

To be successful in this role, you will have a lively analytical mind and the sound judgement needed to make fair, consistent and just decisions. You will be able to demonstrate first class customer service through your empathetic but impartial approach. Your excellent communication skills will enable you to effectively liaise with complainants, bodies under our jurisdiction, MSPs and other stakeholder groups and to draft reports that are often complex and detailed. You must have previous complaints handling and/or dispute resolution experience. Ideally you will have experience of one or more of the Ombudsman’s areas of jurisdiction, and it would be beneficial to have experience or knowledge of social work and/or associated adult/child protection issues

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 also review decisions about the Scottish Welfare Fund and we are the Independent National Whistleblowing Officer.

Working as part of a small team with the Head of Improvement, Standards and Engagement, you will be responsible for leading and developing SPSO’s approach to child friendly model complaints handling procedures. This will involve research, consultation with stakeholders, developing networks and training internally and externally on the model complaints handling procedures. Alongside this you will provide support to the wider functions of the ISE team, working alongside the ISE Officers to monitor complaints standards and promote good practice and learning by engaging with customers and bodies under SPSO’s jurisdiction. You will also provide advice and support to internal SPSO colleagues and Complaint Reviewers as appropriate.

SPSO has extensive experience and is recognised as world-leading in the development and implementation of complaints procedures. Child friendly complaints approaches and procedures have been identified as a priority in discussions around children and rights in line with developments from UNCRC. Our vision for child friendly complaints is one that ensures children and young people can access processes and that processes are centred around the needs of the child when a complaint is made on their behalf, or concerning them. This means any materials will need to consider the approach that should be taken by organisations to complaints received and how to support parents, guardians, and advocates.

You will lead on wider engagement with a range of stakeholders, manage the project and drive and develop the standards to ensure that this very important work is successful across all organisations.

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 and experience of one or more of SPSO’s areas of jurisdiction. It is essential that you have a working knowledge of the rights issues affecting children and young people in Scotland.

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 also review decisions about the Scottish Welfare Fund and we are the Independent National Whistleblowing Officer.

We are looking for an experienced engagement and communications professional to support the leadership team in developing and delivering the SPSO’s communications strategy as we explore new and innovative ways of engaging with our stakeholders. Reporting to the Head of Improvement, Standards and Engagement, this role is responsible for leading a small team to manage the operational delivery of all areas of engagement and communications. This includes the promotion of the SPSO’s activities in relation to setting national complaints and whistleblowing standards and driving improvement in public services through our investigative casework.

You will have an excellent understanding of, and track record in communications and developing content to inform and engage target audiences with 3 years’ relevant experience in either corporate communications, public relations, press office or journalism. You will have line managed and led a team with experience of planning and managing a budget. Good oral communications and interpersonal skills, including the ability to communicate confidently and positively at all levels is essential to this roles, along with the ability to engage with complex, technical issues but maintain a lay person’s perspective on engaging messaging and communications.

The SPSO is the final stage for complaints about organisations providing public services in Scotland. We are also responsible for responding to requests for the review of local authority Scottish Welfare Fund (SWF) decisions from members of the public.

Working with the SWF Review Team Manager and case reviewers, you will be responsible for delivering an efficient, effective and independent service to review the decisions that local authorities have made on Scottish Welfare Fund. Your caseload will be dependent on demand but it is likely that you will be focusing on reviewing Self-Isolation Support Grants and Crisis Grants. You will be a key member of the SWF Review Team, investigating and making decisions on cases in line with relevant guidance and process, handling incoming enquiries and providing relevant, up to date information.

To be successful in this role, you will have a lively analytical mind and the sound judgement needed to make fair, consistent and just decisions. You will be able to demonstrate first class customer service through your empathetic but impartial approach. Your excellent communication skills will allow you to effectively liaise with members of the public and local authorities.

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 an Investigations Team Officer to provide support to Managers and Complaints Reviewers to deliver an efficient, accurate complaints investigations service. The post-holder will provide support to the Investigation Team Managers and Head of Investigations, assisting with the administration of case management, statistical reporting, coordinating team activities and contributing to SPSO’s overall support function.

To be successful in this role, you will have a minimum of two years of administration experience, and will be able to demonstrate strong administration, PA and secretarial skills as well as strong customer service and organisation skills.

Our Complaints Reviewers play a key role in our work, analysing and resolving complaints across a wide range of sectors including councils, 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.

To be successful in this role, you will have a lively analytical mind and the sound judgement needed to make fair, consistent and just decisions. You will be able to demonstrate first class customer service through your empathetic but impartial approach. Your excellent communication skills will enable you to effectively liaise with complainants, bodies under our jurisdiction, MSPs and other stakeholder groups and to draft reports that are often complex and detailed. You must have previous complaints handling and/or dispute resolution experience. Ideally you will have experience of one or more of the Ombudsman’s areas of jurisdiction.

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 also review decisions about the Scottish Welfare Fund and are the Independent National Whistleblowing Office.

We are looking to recruit a new Team Assistant to join our Improvement, Standards and Engagement team. The post-holder will play a pivotal role in the effective running of our team by providing administrative support to the team with a specific focus on our Training and Standards function.

To be successful in this role, ideally you will have a minimum of 1 year's general clerical or administrative experience. You will be able to demonstrate an eye for detail, strong administration and organisation skills, accurate data input skills together with excellent interpersonal skills.

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 also review decisions about the Scottish Welfare Fund and are the Independent National Whistleblowing Office.

Our Corporate Services team provides a range of functions and internal and external services to a range of stakeholders. The Team Assistant’s tasks will be wide-ranging and will include advising on, designing and setting up electronic surveys, supporting the delivery of the learning and development plan, providing administrative support of the recruitment process. The Team Assistant will also provide support and cover for the HR and Independent Professional Advice functions.

This is an ideal role for an energetic and enthusiastic individual looking for a varied administrative workload and involvement in SPSO’s HR, surveying and independent professional advice processes. To be successful in this role, you will have a minimum of one years’ relevant experience in a general clerical and/or administrative support role. Building strong working relationships with colleagues and external stakeholders is a key part of this role and you will have a flexible approach with the ability to manage a wide range of competing priorities.