At a Glance
- Tasks: Assist customers with accessing information and historical records while providing top-notch support.
- Company: Join the National Records of Scotland, a key player in preserving Scotland's history.
- Benefits: Enjoy a supportive work environment, competitive salary, and opportunities for professional growth.
- Other info: Flexible team environment with opportunities for career advancement.
- Why this job: Make a real difference by helping others discover their family history and access vital records.
- Qualifications: Strong communication skills and a passion for customer service are essential.
The predicted salary is between 24000 - 28000 £ per year.
Are you a good communicator with experience in customer service? Do you have the confidence to advise and influence colleagues and stakeholders at all levels? If the answers to the above are yes, then this opportunity could be for you.
Working within the Customer Services, Operations and Archives Directorate at the National Records of Scotland (NRS), we are looking for Customer Services Officers to help, advise and support our customers in accessing information, records and historical archives.
As part of a team, you will work onsite to help our customers front of house in a variety of ways, including providing one to one assistance in technology use, retrieving records, scanning and ensuring our records are accessible. Additionally, you will process entries to our public registration records and answer telephone and e-mail enquiries.
Responsibilities
- Assisting customers in our onsite search rooms, providing help, support and guidance, including supporting customers with family history research.
- Operating our digital registration service software required to run registration services.
- Assisting with retrieving, indexing and scanning of records, quality assuring standard of information presented online and ensure records are correct and hold full information.
- Create and process changes to public registration records accurately and issue certificates as required.
- Answering phones, emails and written requests from members of the public, registrars and other stakeholders with regards to all aspects of NRS.
- Processing orders and managing payments for NRS Services.
- In line with organisational priorities and needs, work as part of a flexible team to perform other tasks and provide support to other teams, departments and individuals within NRS as required.
Success profile
Success profiles are specific to each job and they include the mix of behaviours, experience and technical criteria (if applicable) that candidates will be assessed on.
Technical / Professional Skills:
- Connections and communication, Level - Awareness
- Adaptability to change, Level - Awareness
- Delivery and decision making at speed, Level - Awareness
You can find out more about the skills required, here: ODP Professional Skills Framework - Operational Delivery Profession.
Experience
Experience of communicating complex information clearly and effectively, with the ability to provide accurate explanations and guidance to customers in an understandable and customer-focused manner.
Behaviours:
- Managing a quality service – Level 1
How to apply
Apply online, providing a CV and supporting statement (of no more than 750 words) providing evidence of how you meet the behaviours, experience and technical skills listed in the Success Profile above. Both the CV and the supporting statement provided will be assessed against the criteria for the role.
Artificial Intelligence (AI) tools can be used to support your application, but all statements and examples provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, and presented as your own) applications will be withdrawn and internal candidates may be subject to disciplinary action.
Vacancy closes at 23:59 on Wednesday 19 August. If invited for further assessment, this will consist of an interview and presentation. Assessments are scheduled for w/c 7th September, however this may be subject to change.
Sponsorship
Skilled Worker sponsorship is not available for this role. As a result, we are unable to appoint candidates who require Skilled Worker sponsorship now or in the future. Applicants must have an existing and ongoing right to work in the UK.
Recruitment Principles
As a government organisation, we adhere to the Civil Service Commission Recruitment Principles and we investigate any complaints received in relation to recruitment cases.
Qualifications
About us National Records of Scotland (NRS) is Scotland’s record keeper. Our purpose is to collect, preserve and produce information about Scotland's people and history and make it available to inform current and future generations. We offer rewarding careers and employ people across Scotland in a wide range of professions and roles.
NRS is a Non-Ministerial Department of the Scottish Government observing the Civil Service Code and our staff are part UK Civil Service, working for Ministers and senior stakeholders to deliver vital public services which improve the lives of the people of Scotland. We offer a supportive and inclusive working environment along with a wide range of employee benefits.
As part of the UK Civil Service, we uphold the Civil Service Nationality Rules. Working pattern Our standard hours are 35 hours per week, these roles require on site working. If you have specific questions about the role you are applying for, please contact us.
Security checks
Successful candidates must complete the Baseline Personnel Security Standard (BPSS), before they can be appointed. BPSS is comprised of four main pre-employment checks – Identity, Right to work, Employment History and a Criminal Record check (unspent convictions). You can find out more about BPSS on the UK Government website, or read about the different levels of security checks in our Candidate Guide.
Equality statement
We are committed to equality and inclusion and we aim to recruit a diverse workforce that reflects the population of our nation. Find out more about our commitment to diversity and how we offer and support recruitment adjustments for anyone who needs them.
Further information
Find out more about our organisation, what we offer staff members and how to apply on our Careers Website. Read our Candidate Guide for further information on our recruitment and application processes. For more information on the role, please contact Aidan.Stevenson@nrscotland.gov.uk and Sarah.Maclean@nrscotland.gov.uk.
Apply before: 19/08/2026 (23:59)
Customer Services Officer in Edinburgh employer: Scottish Government
The Scottish Government offers a dynamic and supportive work environment, where you can make a significant impact on customer service and safeguarding across Scotland. With a strong focus on employee development and innovation, you will have access to numerous growth opportunities while working alongside a dedicated team committed to excellence in public service. Join us in shaping a high-performing organisation that values collaboration and strives for transformative results.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Services Officer in Edinburgh
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Scottish Government. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Scottish Government before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Services Officer in Edinburgh
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Scottish Government:Your cover letter is your chance to shine! Tell us why you want to work at Scottish Government specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Scottish Government!
How to prepare for a job interview at Scottish Government
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
