Laura Campbell

Experience

• 

  Safeway Stores plc

  Apr 2001 - Sept 2005

  Cash Office Assistant
• 

  Tesco PLC

  Oct 2005 - May 2008

  General Assistant

  Stock control.

• 

  Graham & Sibbald

  Jun 2008 - Mar 2009

  Property Management Accounts Assistant
• 

  Digby Brown Solicitors

  Apr 2009 - Feb 2020

  • Managed a team of paralegals and maintained a high level of performance and engagement. Including objective setting, appraisals, absence monitoring and the development of team members• Organised and managed change of department structure from a multisite department to a single site department. Increasing department utilisation from 18% to 30%• Heavily involved in the development of a new Case Management Systemo Planning and end user acceptance testingo Acting as a ‘Champion’ and assisting with change management and training• Maintained links between the firm and external stakeholders• Monthly 121 link to Directors/Management team to report on department performance• Drive change through analysis of department data and statistics• Monitor and maintain high levels of customer service within departmento Responsible for setting and achieving targets for onboarding new clientso First point of contact for dealing with new client complaints and grievances• ‘Charity Ambassador’ for the Dundee office. o Select and work with charity to support them for a period of 12 months Show less

  • Legal Enquiry Team (LET) Manager

    Dec 2016 - Feb 2020

  • First Response Unit Supervisor

    Jan 2013 - Dec 2016

  • Paralegal

    Apr 2009 - Dec 2012
• 

  Scottish Social Services Council

  Feb 2020 - Jul 2022

  Managing and supervising staff engaged in investigating information received about registered workers and completing risk assessments.▪Planning and managing the workload of the team.▪Being responsible for managing own workload of cases, including investigating cases and producing evidence-based reports with decisions and recommendations for future action.▪Carrying out case management processes and recording following organisational requirements and standards.▪Maintaining all aspects of confidentiality throughout the investigation process.▪Developing and delivering department and organisational wide project work.▪Developing and delivering department policy.▪Developing and delivering staff training.▪Engaging with key stakeholders as required. ▪Sharing knowledge of regulatory best practice with colleagues. ▪Acting autonomously with minimal supervision. Show less • plan and carry out investigations into social service workers• take statements from witnesses• obtain documentary evidence• carry out risk assessments on information you receive• make decisions on whether to take formal action• make recommendations about formal action• be responsible for your own caseload• liaise with third parties to obtain information including employers, courts, police, Crown Office Procurator Fiscal Service and other regulatory bodies• work closely with professional colleagues including solicitors and qualified social service workers. Show less

  • Senior Fitness to Practice Investigator - Screening Team

    Jul 2021 - Jul 2022

  • Fitness to Practice Investigator

    Feb 2020 - Jul 2021
• 

  Scottish Legal Complaints Commission

  Aug 2022 - now

  Case Investigation Manager

  •Lead and manage a team of Case Investigators and Clerks to ensure that cases are handled to the required performance and quality standards•Recruit, induct, train and performance manage members of the team•As part of the IMT, review and identify areas where complaints handling procedures can be improved•Allocate and review caseloads and quality assure the case work of team members•Identify high profile and/or complex cases and ensure that they are handled appropriately •Ensure that the culture and ethos of early resolution is embedded within the team. •Quality assure eligibility reports (appealable to the Inner House of the Court of Session), investigation reports and recommendations•Ensure all procedures are carried out uniformly, including work around adding additional issues, s15, s17 and s19 of the 2007 Act•Work with the DoR to identify and manage changing priorities•Support the development of improved communications•Investigate and report to the DoR on service delivery complaints•Ensure that an efficient and effective mediation service is provided•Provide appropriate management information to the DoR in respect of all stages of the complaints process•Ensure reporters are selected, appropriately trained and managed in order to provide a “panel” service to the investigations team•Liaise with and deputise in the absence of the DoR; as required•Manage appeals through the instruction of legal panel solicitors and in consultation with them and, where appropriate, Counsel. Determine whether to defend or concede appeals by considering the risk, impact and value for money to the SLCC at all times. Attend all hearings and consultations and provide on-going instructions to solicitors/Counsel as necessary. Interpret feedback and analysis from appeals in order to make recommendations for changes to the SLCC’s complaints handling policies and procedures. Manage the case through the whole process ensuring all timescales/limits are adhered to Show less