Lorien Edinburgh, Scotland, United Kingdom
Policy Manager
One of Lorien's leading Public Sector Clients is looking for 2 Policy Managers to join their team on an initial short term contract of 3 months.
Responsibilities
1. The successful candidate will be responsible for handling complex complaints, ensuring compliance with regulatory requirements, and providing high-quality customer service. This role requires strong investigative skills, excellent communication abilities, and the capacity to work flexibly in a fast-paced environment.
2. Handle inquiries and provide information to stakeholders in a professional manner on the Act – ensuring all calls are recorded in the client management system.
3. Communicate with clients to gather and verify relevant information, ensuring all data is accurately filed and website updates are made promptly.
4. Conduct legal research – mostly in preparation with the Act and prepare comprehensive case summaries.
5. For consistency, prepare desk aids to help with call handling and develop action plans to reduce complaints and improve service delivery.
6. Manage all case files and ensure organised file maintenance.
7. As and when required, assist in the preparation and coordination of meetings, including note-taking and distributing meeting material.
Essential skills
1. Proven experience working in legislative environments, using a case management system
2. Ability to communicate legal intentions clearly and effectively through both written and oral communications to a range of internal and external stakeholders
3. Strong investigative skills and attention to detail for case preparation.
4. Confident call handling experience, gained in a regulatory environment.
5. Strong capability to work flexibly, prioritise tasks, balance competing demands, and manage workload pressures to meet deadlines.
6. Worked within the public sector
7. Knowledge of the Scottish Public Sector
8. Experience and/or knowledge of case management
Seniority level
Mid-Senior level
Employment type
Contract
Job function
Information Technology
Industries
Government Relations Services
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