Are you ready to be the welcoming face of the Scottish Government while helping keep our people, buildings and assets safe every day?
As a Front of House Team Member, you’ll join our Facilities Management service within the Scottish Government, working closely with colleagues across our core buildings. Our team plays a key role in ensuring safe, secure and well‑managed environments for staff and visitors.
We contribute directly to the organisation’s mission by supporting a culture of safety, security and excellent customer service across all locations.
In this role, you will deliver frontline operational services, including welcoming visitors, managing access, and carrying out internal and external security patrols as part of our safety and security procedures. You’ll act as a key point of contact for customers at all levels of the organisation, ensuring a professional and responsive service at all times.
Your main objective will be to maintain a safe, secure and positive environment while representing the Scottish Government as its first point of contact.
Responsibilities
- Ability to work a shift pattern of Early and Back shifts based in core buildings. For working shifts you receive an additional allowance of 12.5%. You may be asked to fill in on overtime at weekends for which an allowance will be paid.
- Deliver the best quality of service and excellent customer communications to all levels of the organisation and their visitors.
- Providing security at core buildings, ensuring only those with authorised access are in the building, whilst also providing friendly and professional visitor management services.
- Work as part of a team to deliver building services such as distribution services and supporting Workspace facilities such as setting up conferencing facilities.
- Contribute to providing assurance of statutory, regulatory and professional requirements within service remit.
- Assist in the event of an emergency such as a fire or security incident.
- Carry out proactive planned and reactive security monitoring and patrols, ensuring concerns and actions are correctly reported and recorded.
- Participate in a programme of change management to improve standards and develop a culture of continuous improvement.
- Take responsibility for your own continual professional development.
- Understand and comply with statutory, regulatory and professional requirements.
Qualifications
Success Profile:
Success profiles are specific to each job and they include the mix of skills, experience and behaviours candidates will be assessed on.
Experience:
- Customer service – To thrive in this role, you will have superb interpersonal skills, enabling you to connect meaningfully with colleagues, customers, and internal and external stakeholders. You will excel at effective communication, ensuring clarity and understanding in every interaction. Your role will focus on delivering outstanding service and proactive support, working diligently to ensure customer needs are met promptly, accurately, and professionally. Your efforts will be essential in fostering positive experiences, driving satisfaction, and contributing to the maintenance and growth of both new and existing relationships.
- Health, Safety and Security – You will prioritise safety and security in all areas of your work, using corporate systems and your line management chain to ensure compliance and to report concerns.
Technology & Innovation –
You will be able to use technology to support your work and communicate with internal customers effectively. You will also be confident in using technology to improve the safety and security of you, your team and building users.
Behaviours:
- Working together- Level 1
- Communicating and influencing- Level 1
You can find out more about Success Profiles Behaviours, here: Behaviour levels - Success profiles: candidate guide - gov.scot
How to apply
Apply online, providing a CV and Supporting Statement of no more than 750 words which provides evidence of how you meet the skills, experience and behaviours listed in the Success Profile above.
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.
Please see our candidate guidance for more information on acceptable and unacceptable uses of AI in recruitment.
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.
About us
The Scottish Government is the devolved government for Scotland. We have responsibility for a wide range of key policy areas including: education, health, the economy, justice, housing and transport. We offer rewarding careers and employ people across Scotland in a wide range of professions and roles.
Our staff are part of the UK Civil Service observing the Civil Service Code and 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. Find out more about what we offer.
As part of the UK Civil Service, we uphold the Civil Service Nationality Rules.
Working pattern
Our standard working hours are 35 hours per week, worked across a rotational pattern of early and late shifts. Typical shift times are generally within the following ranges:
- Early shift: approximately 06:00 – 14:00
- Late shift: approximately 14:00 – 21:30
Please note that exact shift times may vary depending on operational requirements. The monthly rota is normally issued in advance to give staff visibility of their upcoming schedule. Please note that should business needs change and the buildings are required to be open on weekends and Public Holidays, the shift patterns would change to accommodate this.
This role is fully on‑site, and therefore does not offer hybrid working.
You may also be required to work occasional overtime during weekends. Any overtime worked will be paid separately and is not included within the basic salary.
If you have any specific questions about the role, please contact us.
