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- Tasks: Deliver top-notch customer service and manage estates operations daily.
- Company: Join Registers of Scotland, a leader in land and property registration.
- Benefits: Enjoy flexible working, 38-42 days holiday, and professional development opportunities.
- Why this job: Make a real impact while working in a modern, inclusive environment.
- Qualifications: Customer service experience and a proactive attitude are essential.
- Other info: Hybrid working model with opportunities for personal growth.
The predicted salary is between 23600 - 25800 £ per year.
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Grade: Administrative Officer (AO)
Salary: £27,617 – £30,181
Pension: of salary (RoS contribution)
Annual leave: 38 days annual holiday, increasing to 42 days with length of service.
Duration: Permanent
Working pattern: 35 hours per week. We are a flexible employer and will consider a variety of working patterns; compressed hours, term time working or part time working on a case-by-case basis, depending on the role and departmental requirements.
Location: Hybrid working model. Contractual base either at Meadowbank House, Edinburgh (EH8 7AU), or St Vincent Plaza, Glasgow (G2 5LD). You will be expected to occasionally visit one of these locations as per the requirements of the role.
Department: Estates
Directorate: Policy and Corporate Services
Role reports to: Estates Officer: Systems and Customer Services Manager
Closing date: Wednesday 23rd July, 23:59
Number of vacancies: One
About Registers of Scotland (RoS)
Registers of Scotland is a world-leading pioneer in land and property registration. We hold the answer to the question, \”Who owns Scotland?\” We\’re a modern, digital organisation and our success relies on building a diverse team of dedicated, skilled and motivated people.
The role
Role holder will be responsible for delivering day-to-day operational estates customer services, which includes transactional hard / soft FM services, concierge, sustainable travel, courier, and financial administration activities required for all Registers of Scotland (RoS) building locations.
As a primary point of customer interface on all Estates Service Desk activities, this role works closely with Estates and Facilities Officers, supplier representatives and wider colleagues to deliver excellent estates customer services for RoS. The role holder will support a quality experience for all building users and colleagues working from home.
On a typical day you will…
•Responsibility for delivering day-to-day operational estates customer services, ensuring that all customers to the Estates Service Desk receive a quality professional experience.
• Responsibility for delivering day-to-day financial transactional management, ensuring that all customer and estates supplier requests are approved and processed on time.
• Responsibility to coordinate concierge requests and building inductions for RoS colleagues or other building users.
• Directly supporting the Estates Service Desk desire to achieve or exceed targeted service level requirements.
• Identify and support process development that helps improve the effectiveness and efficiency of estates operational services for our customer.
• Support a review of systems and interfaces to assure the delivery of a professional and sustainable estates customer service.
• Monitor and support mechanisms that seek out and respond to feedback from customers about services and experiences they receive.
• Support smarter working, promoting opportunities to encourage the access and use of our buildings and the facilities / services available.
• Maintain collaborative working relationships across RoS to support and drive the standards of customer services delivery.
• Support the development of wider team members, generate operational resiliency within the Estates Service Desk, supporting succession planning and promoting inclusiveness.
This job is for you if you want…
• Work with purpose: working for the people of Scotland to set the bar for land and property registration worldwide.
• Flexible and hybrid working: depending on the role and team requirements, work when and where it’s best for you and your stakeholders.
• Benefits: enjoy pay progression, pension contributions of up to , up to a year’s parental leave, and 38 days annual holiday, increasing to 42 days with length of service.
• Investment in professional development: we invest in all our people so that they have the right skills to be productive and confident in their job.
• Diversity and Inclusion: We are an ‘Investor in People’ and a ‘Disability Confident’ employer. We are inclusive, stronger together, and committed to putting our people first.
• Positive work culture: RoS is an agile, digital organisation using leading-edge technology. Colleagues understand their role in achieving our strategy and have the autonomy to deliver.
To learn more about RoS and what we offer visit our or .
Essential Criteria – Skills and Attributes for Success
Experience/Technical
A customer-focused approach with experience of customer service desk operational delivery and knowledge of an estates/facilities management working environment.
Delivering a quality service
Ability to structure and prioritise work to effectively meet deadlines and customer needs. Conscientious and thorough, pays attention to detail and manages own time to deliver high quality outputs.
Collaborating and partnering/Building capability for all
Proactively contributes to the work of the whole team, seeking help when needed and tries to see issues from other people’s perspectives. Shares knowledge and expertise willingly, communicating clearly and accurately, whilst finding ways to learn and personally improve the completion of day-to-day tasks.
Demonstrating commitment and drive
Takes responsibility for the quality of their own work and keeps stakeholders updated on progress. Remains focused on delivery, maintaining consistent performance level and taking initiative to resolve issues.
Analysis and making effective decisions
Thinks through the implications of own decisions before confirming how to approach an issue. Undertakes appropriate analysis to support decisions or recommendations, investigating and responding to gaps / errors / irregularities in information.
Stage one – Application Process
To apply, click on \’Apply now\’ and complete the online application form.
You will need to submit:
1. A CV outlining your career history and how you meet the technical/experience criteria (max 4 pages).
2. Answers on how you meet the competencies listed under essential criteria (300 words maximum for each answer).
Please note:
• If we receive a high volume of applications, we may complete an initial sift on Experience/Technical.
• We reserve the right to invite candidates to participate in a telephone interview prior to being further assessed.
• Applications that are not accompanied by CVs will not be scored and/or answers over 300 words will not be considered.
• We would strongly recommend that your statement is written in the (Situation, Task, Action & Result) and suggest preparing your answers using software such as MS Words, and then uploading the file.
• We strongly advise you review our policy on in the application process. RoS may check answers with an AI detection tool and will contact you for a pre-screening call to verify your responses.
• Applications and appointments are subject to a strict merit-based assessment process, in line with the .
Stage two – Psychometric testing
Candidates successful at stage one will be invited to complete an online psychometric test, assessing the essential criteria listed above.
Stage three – Interview
Candidates successful at stage two will be invited to attend a competency-based interview, remotely via MS Teams, assessing the essential criteria listed above.
Information on our Competency Framework
For further information on the competencies, visit our .
Recruitment timeline
• Closing date: Wednesday 23rd July, 23:59
• Application sift: 24th and 25th July
• Psychometric testing: W/C 4th August
• Invites to assessment: W/C 11th August
• Interviews: Week commencing 18th August
Please note dates may be subject to change.
Feedback
Feedback will only be provided if you progress to interview stage.
Reserve List
In the event that further posts are required, a reserve list of successful candidates will be kept for up to 12 months.
Nationality and immigration status
In general, only nationals from the following countries (and associations of countries) are eligible for employment in the Civil Service: the United Kingdom, the Republic of Ireland, and the Commonwealth. EU nationals (with settled or pre-settled status), certain EEA nationals, Swiss and Turkish nationals are also eligible for employment. Detailed provisions on determining eligibility on the grounds of nationality and, where relevant, immigration status can be reviewed .
Security
Successful candidates must undergo a Basic check.
Individuals working with government assets must complete checks.
Equality, diversity and inclusion
As a proud member of the Disability Confident Scheme, we welcome applications from disabled candidates. RoS is a diverse and inclusive workplace, and we want to help you demonstrate your full potential whatever type of selection process is used. To learn more please see our .
As part of the application process, we would like to invite you to please complete our diversity monitoring form. This information is not shared with recruitment panels.
If you require any adjustments to our recruitment process, please let us know via . Please see for more information on adjustments.
Further information
For further information relating to RoS, including:
• Additional details on pay & benefits
• The Civil Service Code
• Complaints process
• Use of AI in the application/recruitment process,
Please view our .
If you have any questions, please contact .
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Estates Service Desk Administrator employer: Registers of Scotland
Contact Detail:
Registers of Scotland Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Estates Service Desk Administrator
✨Tip Number 1
Familiarise yourself with the specific customer service expectations outlined in the job description. Understanding the nuances of estates customer services will help you demonstrate your knowledge during interviews.
✨Tip Number 2
Network with current or former employees of Registers of Scotland. They can provide valuable insights into the company culture and the day-to-day responsibilities of the Estates Service Desk Administrator role.
✨Tip Number 3
Prepare for potential psychometric testing by practising similar assessments online. This will help you feel more confident and perform better when it comes time for the actual test.
✨Tip Number 4
Research the latest trends in facilities management and customer service. Being knowledgeable about current best practices will allow you to discuss how you can contribute to improving the effectiveness of the estates operational services.
We think you need these skills to ace Estates Service Desk Administrator
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your relevant experience in customer service and estates management. Focus on specific achievements that demonstrate your ability to deliver quality service, as this is crucial for the role.
Competency Responses: When answering how you meet the essential criteria, use the STAR method (Situation, Task, Action, Result) to structure your responses. This will help you clearly convey your experiences and how they relate to the job requirements.
Keep It Concise: Remember that each competency answer should be a maximum of 300 words. Be concise and to the point, ensuring you cover all necessary aspects without exceeding the word limit.
Proofread Your Application: Before submitting, take the time to proofread your application. Check for any spelling or grammatical errors, and ensure that all information is accurate and complete. A polished application reflects your attention to detail.
How to prepare for a job interview at Registers of Scotland
✨Understand the Role
Make sure you thoroughly read the job description and understand the responsibilities of the Estates Service Desk Administrator. Be prepared to discuss how your previous experience aligns with the specific tasks mentioned, such as customer service delivery and financial transactional management.
✨Showcase Your Customer Service Skills
Since this role is heavily focused on customer service, be ready to provide examples of how you've successfully handled customer interactions in the past. Highlight your ability to maintain a professional demeanor and resolve issues efficiently.
✨Prepare for Competency-Based Questions
Expect competency-based questions during the interview. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will help you clearly demonstrate your skills and experiences relevant to the essential criteria outlined in the job description.
✨Research Registers of Scotland
Familiarise yourself with Registers of Scotland and its mission. Understanding their values and goals will allow you to tailor your responses and show genuine interest in contributing to their success, especially in delivering quality estates customer services.