At a Glance
- Tasks: Lead customer care strategy and improve services for victims and witnesses.
- Company: Join a vital public service in Scotland focused on compassion and accessibility.
- Benefits: Generous holiday, pension contributions, flexible hours, and wellbeing support.
- Other info: Opportunity for career growth in a supportive and dynamic environment.
- Why this job: Make a real difference in people's lives while shaping customer care excellence.
- Qualifications: Experience in customer service leadership and a passion for improving outcomes.
The predicted salary is between 55000 - 65000 £ per year.
About the Role: This is a senior leadership opportunity to shape how customer care is delivered across one of Scotland’s most important public services. As Head of Customer Care, you will lead the organisation-wide approach to how COPFS supports victims, witnesses and the wider public, taking accountability for the quality, consistency and effectiveness of all customer-facing services. You will bring strategic direction and operational grip to enquiry handling, complaints and support functions, ensuring services are joined-up, responsive and aligned to organisational priorities while maintaining a strong focus on compassion and accessibility.
Working closely with senior leaders across COPFS, you will use insight, feedback and performance data to identify improvement opportunities and drive tangible change across end-to-end customer journeys. You will play a critical role in embedding customer care within wider operational, digital and policy developments, while building a culture of continuous improvement and high-quality service delivery.
This role is ideal for an experienced customer service or service delivery leader who thrives in complex, high-scrutiny environments, is confident operating at senior level, and is motivated by improving outcomes for service users as well as supporting and developing teams delivering emotionally demanding work. You do not need prior justice system experience to apply.
Benefits: We offer an excellent range of benefits which include:
- 25 days paid holiday + 11.5 public and privilege holidays (rising to 30 days paid holiday after 4 years).
- Generous Civil Service Pension employer contribution, on average over 28.97% of your pay.
- Flexible working hours and family friendly approach to work.
- Cycle to Work Scheme and Season Ticket Loans.
- Employee Wellbeing Support with Mental Health First Aiders and access to an Employee Assistance Programme.
Head of Customer Care - Edinburgh or Glasgow employer: Crown Office and Procurator Fiscal Service
As a leading public service organisation in Scotland, COPFS is committed to fostering a supportive and inclusive work environment that prioritises employee wellbeing and professional growth. With generous benefits such as flexible working hours, extensive holiday allowances, and a strong focus on continuous improvement, this role offers the opportunity to make a meaningful impact while developing your leadership skills in a dynamic and compassionate setting. Join us in shaping the future of customer care and enhancing the experiences of those we serve across Edinburgh and Glasgow.
Contact Details:
Crown Office and Procurator Fiscal Service Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Care - Edinburgh or Glasgow
✨Tip Number 1
Network like a pro! Reach out to people in your industry, especially those who work at COPFS or similar organisations. A friendly chat can open doors and give you insider info on the role.
✨Tip Number 2
Prepare for the interview by understanding the key challenges in customer care. Think about how you can bring strategic direction and operational grip to enquiry handling and complaints – that’s what they’ll want to hear!
✨Tip Number 3
Showcase your leadership skills! Be ready to discuss how you've built a culture of continuous improvement in past roles. They’re looking for someone who can drive change and improve outcomes for service users.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets the attention it deserves. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Head of Customer Care - Edinburgh or Glasgow
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your application to highlight how your experience aligns with the role of Head of Customer Care. Use keywords from the job description to show that you understand what we’re looking for.
Showcase Your Leadership Skills:As this is a senior leadership position, don’t shy away from sharing examples of how you've led teams or driven change in previous roles. We want to see your strategic thinking and operational expertise!
Emphasise Compassion and Accessibility:Since the role focuses on supporting victims and witnesses, it’s crucial to demonstrate your commitment to compassionate service delivery. Share any relevant experiences that showcase your ability to handle emotionally demanding situations.
Apply Through Our Website:We encourage you to submit your application through our website for a smoother process. It’s the best way for us to receive your details and get you into our system quickly!
How to prepare for a job interview at Crown Office and Procurator Fiscal Service
✨Know Your Customer Care Inside Out
Before the interview, dive deep into the principles of customer care, especially in a public service context. Familiarise yourself with how COPFS operates and think about how you can enhance their approach to supporting victims and witnesses.
✨Showcase Your Leadership Style
Be ready to discuss your leadership philosophy and how it aligns with fostering a culture of continuous improvement. Prepare examples of how you've successfully led teams in high-pressure environments and driven change in customer service delivery.
✨Data-Driven Decision Making
Highlight your experience with using performance data and feedback to identify areas for improvement. Bring specific examples of how you've used insights to make strategic decisions that enhanced customer experiences.
✨Emphasise Compassion and Accessibility
Since this role focuses on compassion and accessibility, prepare to discuss how you've implemented these values in previous roles. Think of scenarios where you've ensured services were responsive and aligned with user needs, especially in emotionally demanding situations.
