This vacancy has now closed

Improvement, Standards and Engagement Reviewing Officer

  • Full time
  • £36,089 – £52,431
  • Edinburgh
  • Closing 9th February 2022


  • Advertised from 27th January 2022
  • Contract Type: Fixed Term (2 Years), Full Time (Monday to Friday 9am-5pm)
  • 40.5 days of annual leave including public holidays, Flexible working arrangements, Civil Service Pension Scheme arrangements, Life Assurance scheme, Employee Assistance Programme

Role

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.

Application notes

You will have strong planning, organising and analytical skills with excellent communication skills and experience of managing relationships with a wide range of stakeholders If you are interested in joining an organisation that enjoys challenge and strives for continuous improvement, please visit spso.org.uk/working-for-us for an application pack.

Vacancy - Improvement, Standards and Engagement Reviewing Officer (Child Friendly) | SPSO

For further information, please contact 0131 243 0982 or you can email recruitment@spso.gov.scot.

Closing date: 5pm on Wednesday 9 February 2022

Interviews: To be held 22 February 2022

All applicants will be notified of the outcome of applications by 16 February. Interviews will be held remotely through video conferencing and candidates shortlisted for interview will be notified of the next stage of the process by 16 February.

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.