Scottish Public Services Ombudsman
Scottish Public Services Ombudsman
The Scottish Public Services Ombudsman (SPSO) is the final stage for complaints about councils, the National Health Service, housing associations, colleges and universities, prisons, most water providers, the Scottish Government and its agencies and departments and most Scottish authorities.

Current vacancies

Complaints Officer

  • Full time
  • £30,126 – £34,995
  • Edinburgh
  • Closing 30th November 2020

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 support 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 2 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.

Shortlist
Closed vacancies
This vacancy has now closed

Top job! Scottish Welfare Fund Case Reviewer

  • Full time
  • £34,350 – £40,470
  • Edinburgh
  • Closing 26th February 2020

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, you will be responsible for delivering an efficient, effective and independent service to review the decisions that local authorities have made on applications for Community Care 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.

Shortlist
This vacancy has now closed

Assessment and Guidance Officer

  • Full time
  • £29,248 – £33,975
  • Edinburgh
  • Closing 26th February 2020

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.

Shortlist
This vacancy has now closed

The SPSO is the final stage for complaints about organisations providing public services in Scotland. From July 2020 we will be taking on a new function as Independent National Whistleblowing Officer which will set the standards for complaints about the application of the local NHS whistleblowing processes, including examination of the decision-making and outcomes of the whistleblowing complaint.

Working with the INWO Team Manager, you will be responsible for delivering an efficient, effective and independent service to investigate whistleblowing complaints. You will play an active, positive and supportive role within the INWO team investigating and making decisions on whistleblowing complaints 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 sensitively liaise with whistleblowers and NHS authorities whilst protecting confidentiality of those involved in the complaint.

Shortlist
This vacancy has now closed

Complaints Reviewer

  • Full time or Part time
  • £35,381 – £51,314
  • Edinburgh
  • Closing 19th June 2020

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 allow 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.

Shortlist
This vacancy has now closed

Independent National Whistleblowing Officer (INWO) Team Officer

  • Full time
  • £30,126 – £34,995
  • Edinburgh
  • Closing 19th August 2020

The SPSO is the final stage for complaints about organisations providing public services in Scotland. From 2021 we will be taking on a new function as Independent National Whistleblowing Officer (INWO). The INWO will have two key functions:

• to set out model whistleblowing Standards for NHS organisations to investigate whistleblowing concerns; and

• to investigate escalated and complex whistleblowing concerns, including an examination of the decision making and outcomes of the original investigation.

Working with the INWO Team Manager and INWO Complaints Reviewers, you will play a pivotal role as the first point of contact, handling incoming enquiries and providing relevant advice and guidance to whistleblowers, NHS authorities and any others accessing the service. The INWO Team Officer ensures the effective running of the service by providing administrative support, assisting with case management, co-ordinating team activities and contributing to the overall office support function.

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 have excellent communication skills, strong administrative and organisational skills and a sharp attention to detail.

Shortlist
This vacancy has now closed

Improvement, Standards and Engagement Team Assistant

  • Full time or Part time
  • £23,211 – £29,147
  • Edinburgh
  • Closing 13th October 2020

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 looking to recruit two new Team Assistants to join our Improvement, Standards and Engagement team. One post is full-time (35 hours per week). The second post is part- time, (17.5 hours per week). There may be some flexibility in the working pattern for the part-time Team Assistant position.

The post-holders will play a pivotal role in the effective running of our team by providing administrative support across all functions of the team. In addition, one of these posts will mainly assist the work of the Communications function and the other position will mainly support the team’s data analysis work.

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.

Shortlist