Summary: The Policy Manager role involves managing complex complaints and ensuring compliance with regulatory requirements for a public sector client. The position requires strong investigative and communication skills, as well as the ability to work flexibly in a fast-paced environment. The contract is initially for three months and is classified as inside IR35. Two Policy Managers are needed to support the team in various responsibilities, including legal research and case management.

Key Responsibilities:

• Handle complex complaints and ensure compliance with regulatory requirements while providing high-quality customer service.
• Manage inquiries and provide information to stakeholders professionally, ensuring all calls are recorded in the client management system.
• Communicate with clients to gather and verify relevant information, ensuring accurate data filing and timely website updates.
• Conduct legal research in preparation for the Act and prepare comprehensive case summaries.
• Prepare desk aids for call handling and develop action plans to reduce complaints and improve service delivery.
• Manage all case files and ensure organized file maintenance.
• Assist in the preparation and coordination of meetings, including note-taking and distributing meeting materials as required.

Key Skills:

• Proven experience working in legislative environments and using a case management system.
• Ability to communicate legal intentions clearly and effectively through written and oral communications to various stakeholders.
• Strong investigative skills and attention to detail for case preparation.
• Confident call handling experience in a regulatory environment.
• Strong capability to work flexibly, prioritize tasks, balance competing demands, and manage workload pressures to meet deadlines.

Salary (Rate): undetermined

City: Edinburgh

Country: United Kingdom

Working Arrangements: undetermined

IR35 Status: inside IR35

Seniority Level: undetermined

Industry: Other