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.