This vacancy has now closed

Assessment and Guidance Officer

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

  • Advertised from 13th February 2020
  • Fixed term (1 year), Full time 9am-5pm, Monday-Friday (35 hours per week)
  • 40.5 days of annual leave (including public holidays), Flexible working arrangements, Civil Service Pension Scheme arrangements, Life Assurance scheme, Employee Assistance Programme


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.

Application notes

If you are interested in joining an organisation that enjoys challenge and strives for continuous improvement, please visit our website at for an application pack or contact 0131 240 2979 or for further information.

Closing date: 3pm, Wednesday 26 February 2020

Interviews: To be held 10 March 2020

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

Equal Opportunities Statement:

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