Complaints Reviewer

  • Full time
  • £35,381 – £51,314
  • Edinburgh
  • Closing 3rd November 2021

  • Advertised from 13th October 2021
  • Contract Type: 5 x Fixed Term (1 Year) opportunities. Secondments considered, Full time 9am-5pm Monday-Friday (35 hours per week). Salary scale: Band 3 (£35,381 – £51,314), starting salary is normally offered at the beginning of the scale
  • 40.5 days of annual leave (including public holidays), Flexible working arrangements, Civil Service Pension Scheme arrangements, Life Assurance scheme, Employee Assistance Programme


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.

Application notes

If you are interested in joining an organisation that enjoys challenge and strives for continuous improvement, please visit for an application pack.

Alternatively, for further information, please contact 0131 243 0982 or

Closing date: 1pm on Wednesday 3 November 2021

Interview and Assessment: To be held on 16, 17 and 18 November 2021

All applicants will be notified of the outcome of applications after 09 November 2021. Interviews will be held remotely through video conferencing and candidates shortlisted for interview will be notified of the next stage of the process by email.

Please note we regret that we are unable to consider applicants previously unsuccessful at interview.

Equal Opportunities Statement:

We welcome applicants from all backgrounds and communities and in particular those that are currently under represented in our workforce. This includes, but is not limited to, Black, Asian and Minority Ethnic candidates and candidates with disabilities.

We are committed to providing equal opportunities in employment and in the service provide to complainants. No job applicant, staff member or person receiving a service from us will receive less favourable treatment on the grounds of sex, gender, 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.