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- Tasks: Lead a team to deliver top-notch customer service and support diverse stakeholders.
- Company: Join the National Records of Scotland, a key player in public service.
- Benefits: Permanent position with a standard 35-hour work week and supportive environment.
- Other info: Engage in continuous improvement and enjoy a flexible team atmosphere.
- Why this job: Make a real difference by helping people navigate important name change processes.
- Qualifications: Must be a current A4 grade employee with strong communication skills.
The predicted salary is between 30000 - 40000 £ per year.
This opportunity is only open to applicants who are currently 'Priority Movers'. Applications from individuals not currently on the Priority Mover list will be rejected and not considered.
This role sits within the Customer Service Operations and Archives Directorate and plays a key part in providing access to National Records of Scotland (NRS) records, recording changes of name, and offering guidance and support to a wide range of customers and stakeholders. The post holder will be focused on delivering excellent customer service, supporting customer service teams across all channels to ensure a positive experience as the first point of contact for our diverse customer base. This is an office-based role located at New Register House, 3 West Register Street, Edinburgh.
Responsibilities- Support and co-ordinate the Change of Name team and its activities in line with agreed strategies and policies.
- Respond to enquiries and requests from members of the public, colleagues and other stakeholders over email, phone and face-to-face.
- Build relationships with customers, dealing calmly, sensitively, and professionally with both internal and external stakeholders to meet agreed timescales.
- Be the escalation point for enquiries and technical/subject matter expert for services provided by the team, requiring an excellent knowledge of legislation surrounding name changes in Scotland and relevant court orders attached to applications.
- Provide support and deputise for the team leader to maintain key performance indicators and actively participate in continuous improvement activities.
- 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.
- Interpret complex information to provide clear explanations to customers.
This role is a permanent level transfer position. Our standard hours are 35 hours per week, on site working. If you have specific questions about the role you are applying for, please contact us.
How to ApplyApplications for this position will only be accepted from substantive A4 grade employees. Please submit a statement outlining your suitability for the role, relevant skills and experience, and what you would bring to the team (maximum 500 words). Vacancies close at 23:59pm on Thursday 14 May.
Selection ProcessAll applicants will be invited to an informal discussion. There will be no formal testing or assessment. Discussions are expected to be scheduled for w/c tbc.
Further informationFind 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 about this role, please contact Alan.Jordan@nrscotland.gov.uk.
Customer Services Supervisor - A4 in Edinburgh employer: Scottish Government
Contact Detail:
Scottish Government Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Services Supervisor - A4 in Edinburgh
✨Tip Number 1
Get to know the company! Before your informal discussion, do a bit of research on the National Records of Scotland. Understanding their mission and values will help you connect better during your chat.
✨Tip Number 2
Practice makes perfect! Think about common customer service scenarios and how you'd handle them. This will help you feel more confident when discussing your experience and skills.
✨Tip Number 3
Show your personality! During the discussion, let your passion for customer service shine through. Share stories that highlight your ability to build relationships and handle enquiries with care.
✨Tip Number 4
Don’t forget to follow up! After your discussion, send a quick thank-you email. It shows your enthusiasm for the role and keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Customer Services Supervisor - A4 in Edinburgh
Some tips for your application 🫡
Know Your Audience: Before you start writing, take a moment to understand who will be reading your application. Tailor your language and examples to resonate with the Customer Service Operations team. Show us that you get what the role is about!
Be Specific and Relevant: When outlining your skills and experience, stick to what's relevant to the role. Use specific examples that highlight your customer service expertise and how you've handled similar situations in the past. We want to see how you can bring value to our team!
Keep It Clear and Concise: You've got a maximum of 500 words, so make every word count! Avoid jargon and keep your sentences clear. We appreciate straightforward communication, especially when it comes to complex information.
Show Your Enthusiasm: Let your passion for customer service shine through! Explain why you're excited about this opportunity and how you can contribute to our mission. A little enthusiasm goes a long way in making your application stand out!
How to prepare for a job interview at Scottish Government
✨Know Your Stuff
Make sure you brush up on the legislation surrounding name changes in Scotland. Understanding the relevant court orders and how they apply will show that you're not just interested in the role, but that you’re also knowledgeable about the specifics.
✨Showcase Your Customer Service Skills
Prepare examples of how you've dealt with customer enquiries in the past. Think about times when you’ve had to handle sensitive situations calmly and professionally. This will demonstrate your ability to be the first point of contact for a diverse customer base.
✨Build Rapport
During the interview, focus on building a connection with the interviewer. Use active listening skills and respond thoughtfully to their questions. This will reflect your ability to build relationships with customers and stakeholders.
✨Be Ready for Flexibility
Since the role requires working as part of a flexible team, be prepared to discuss how you can adapt to different tasks and support other teams. Share examples of when you've successfully worked outside your usual responsibilities.