Our customer service

The strategy and the associated internal and external customer service standards show how we will embed a customer focus across all of our work, including redesigning the way we engage with people and how we build internal and external relationships. The aims of the strategy are to ensure an inclusive approach to providing quality services to our customers and colleagues. 

Customer Service Strategy 

Internal Customer Service Standards 

External Customer Service Standards


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Information Governance Lead

Job title: Information Governance Lead

Salary: £55,530 to 61,314

Hours: 35 hours per week

Location: Flexible (Any Care Inspectorate office)

Contract: Permanent


About us

We are the national regulator and scrutiny body responsible for providing assurance and protection for people who experience care services, their families, carers and the wider public, as well as supporting delivery partners to improve the quality of care for people in Scotland. Our vision is that people across Scotland experience high quality care that meets their needs, rights and choices.

We are a scrutiny body that supports improvement. We inspect individual care services, and we also work with other scrutiny bodies to inspect the social care and social work services people are experiencing in their local areas.

Our desire is to achieve an effective and balanced way of working, that enables us to meet organisational needs and achieve a work-life balance that promotes wellbeing and collaboration opportunities. We are moving towards the expectation that all staff will work collaboratively, within and across teams, in person, for approximately 40% of their working week.

About the role

We are looking for a talented and experienced person to provide leadership in information governance and assurance, both internally and externally, ensuring our data protection, records management and wider information governance work is of high quality.

The post holder will provide the Care Inspectorate with leadership in information governance and assurance, internally & externally. They will be the prime source of expert advice and policy development, to create and maintain high level awareness, profile and understanding of the strategic and operational importance of information governance.

About you

You will play a key role in ensuring that the Care Inspectorate meets its statutory and legal obligations and be the prime source of expert advice and policy development to create and maintain high level awareness, profile and understanding of the strategic and operational importance of information governance. You will be capable of acting as a Data Protection Officer as defined under the UK General Data Protection Regulation (GDPR) 2018 and Data Protection Act 2018.

You will be responsible for overseeing important change programmes in how we manage, use and share information. We need applicants who are ambitious and motivated with a “can do” attitude.

You will be able to demonstrate considerable working experience in Information Governance. You will have excellent communication skills and an ability to engage with and understand the information needs of different audience types.

You’ll be able to support, develop and line manage staff, and have experience in data analysis, interpretation and management reporting.

We would welcome someone qualified as a solicitor, but that’s certainly not essential: your core skill may be in data protection or records management. Either way, you will have a detailed understanding of the requirements of the General Data Protection Regulation, Freedom of Information Act and other information-related legislation and regulations, with practical experience of helping organisations meet these requirements.

You will have the ability to liaise with internal groups, external partners and system suppliers to ensure IG requirements of projects, information systems and day-to-day operations are met.

Next steps

You’ll find more information in the job profile and person specification.

If you would like more information or an informal chat about the role please contact Ewan Stewart at This email address is being protected from spambots. You need JavaScript enabled to view it..

If you believe that you are a suitable candidate for this post, please download and complete an application form and submit it by email to This email address is being protected from spambots. You need JavaScript enabled to view it. by 08:00 on Monday 29 July 2024.

Please also complete the equal opportunities form and submit along with your application.

It is anticipated that interviews will be held in person at our Dundee Office during week of 12 August 2024.


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Customer Support Adviser

Role: Customer Support Adviser

Salary: £30,495 - £31,740 

Hours: 35 hours per week

Location: Flexible (Any Care Inspectorate office)

Contract: Temporary until 30 April 2025


About us

We are the national regulator and scrutiny body responsible for providing assurance and protection for people who experience care services, their families, carers and the wider public, as well as supporting delivery partners to improve the quality of care for people in Scotland. Our vision is that people across Scotland experience high quality care that meets their needs, rights and choices.

We are a scrutiny body that supports improvement. We inspect individual care services and we also work with other scrutiny bodies to inspect the social care and social work services people are experiencing in their local areas.

Our desire is to achieve an effective and balanced way of working, that enables us to meet organisational needs and achieve a work-life balance that promotes wellbeing and collaboration opportunities. We are moving towards an expectation that all staff will work collaboratively, within and across teams, in person, for approximately 40% of their working week.

Starting salary

Please bear in mind that new entrants start on the grade minimum for the role. However, we have a generous benefits package which you will find on our website.  

About the role

Due a member of the team going on secondment, we are looking for a Customer Support Adviser to join our team. As a member of the Customer Support team, you will answer incoming calls to the organisation, respond to enquiries and questions, pass callers on to appropriate colleagues when necessary, provide information and undertake general administrative and clerical tasks to support the contact centre team.  You will be flexible to support the overall contact centre approach and strive for excellence in this area of business. 

About you

You will have an excellent understanding of customer service practice with good verbal communication techniques.  You will be able to draw out and gather the correct information and gain confidence from callers, leaving every calling customer with a sense of efficient service and being valued. In addition, you must have good IT skills, be able to work to tight deadlines in an organised manner and be able to work effectively as part of a team.

To apply

You’ll find more information in the job profile and person specification.

If you would like more information or an informal discussion, please contact Angela Kerr, Customer Support Officer, on This email address is being protected from spambots. You need JavaScript enabled to view it. 

If you believe that your expertise and motivation make you suitable for this post, please download and complete an application form (and our online equal opportunities form) and return by email to This email address is being protected from spambots. You need JavaScript enabled to view it. by no later than 8am on Monday 16 September 2024.

It is anticipated that interviews will take place no sooner than 4 October 2024.


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Planning Coordinator

Role: Planning Coordinator

Salary: £31,938 - £35,328

Hours: 35 hours per week

Location: Flexible – Any Care Inspectorate office across Scotland

Contract: Temporary for 12 months (potential for further extension)


About the role

The Care Inspectorate's role is to regulate and inspect care and support services, carry out scrutiny of social work services and conduct joint inspections with other scrutiny partners of services for adults and children. We have a significant role in providing assurance and protection for people who use services, their families and carers and the wider public as well as supporting delivery partners to improve the quality of care for people in Scotland.

In this demanding and challenging role you will manage and co-ordinate the delivery of national inspection planning across a wide range of social care services and services for children and adults. This role ensures that the Care Inspectorate makes the best use of its resources and performs effectively and efficiently as an independent scrutiny and improvement body. This will include the management, co-ordination and delivery of scrutiny and improvement planning activities and plans for the current year. As well as draft plans for subsequent years, ensuring inspection planning activities are consistent with the Care Inspectorate’s objectives and targets.

About you

You will have a strong operational background in planning activities, together with workload planning, prioritisation and allocation experience.

You will be educated to SCQF level 7 (e.g., Advanced Higher, Higher National Certificate (HNC), Professional Development Award, Certificate of Higher Education, Modern Apprenticeship, SVQ, etc.) or have relevant skills and experience in planning coordination.

You will also have supervisory experience and demonstrate a broad level of knowledge of working within inspection/regulation of care and associated IT systems. In addition, you will have excellent communication skills and the ability to translate plans into action.

Next steps

You’ll find more information in the job profile and person specification.

For an informal discussion about the above post, please contact Deborah Holroyd, Head of Business Change This email address is being protected from spambots. You need JavaScript enabled to view it. - please include a contact telephone number and times that would be best to reach you in your email. 

If you believe that you are a suitable candidate for this post, please download and complete an application form and an equal opportunities form and submit it by email to This email address is being protected from spambots. You need JavaScript enabled to view it. by 08.00 on Monday 29 April 2024.

It is anticipated that the assessment for this post will be held in person around 8 May 2024. The assessment will be a competency based interview and a skills exercise. 


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Equality impact assessments

Equality impact assessments 

As a public body, we are required to assess the equality impact of applying policies, practices, systems and processes. The purpose is to improve outcomes for those who may experience discrimination and disadvantage. This is often referred to as equality impact assessment.

Details of our completed equality impact assessments can be found below.

2024

2023

2022


2021


Pre 2021

All equality impact assessments pre 2021 can be found here

 


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