At a Glance
- Tasks: Lead and enhance customer service operations, ensuring top-notch support for diverse users.
- Company: Join Disclosure Scotland, a key player in operational delivery and customer service excellence.
- Benefits: Enjoy a permanent position with opportunities for professional growth and development.
- Other info: Engage in an informal selection process with no formal testing.
- Why this job: Make a real difference by improving customer experiences and leading a dynamic team.
- Qualifications: Must be a current C1 grade employee with strong leadership and customer service skills.
The predicted salary is between 40000 - 50000 £ 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.
The Head of Customer Service is a key leadership role within the Operational Delivery team at Disclosure Scotland, responsible for the effective day to day management and performance of all customer service functions and Transformation. This includes oversight of email handling, helpline operations, and complaints management, ensuring services are reliable, accessible, and responsive to the needs of a wide range of customers. Engaging with service users and providing insight through effective data collection. These roles are often fast paced, challenging and varied.
The postholder reports directly to the Director of Operations, they will directly manage 1x B3 (Operations Manager) overseeing an area of 90 colleagues. Working closely with the Head of Operations and Compliance and the Head of Processes Improvement, the postholder will ensure customer service operations are aligned with wider operational delivery models, workforce plans, and demand management approaches.
While the primary focus is operational delivery, the role will also contribute to the ongoing development of customer service capability. This includes using management information to inform service performance, supporting the effective use of telephony and contact‑handling systems, and working with Digital and Operations colleagues to introduce tools and approaches that improve how customers are supported through assisted digital channels, including the appropriate and safe use of automation and AI.
The role has significant responsibility for people leadership, with accountability for managing and developing customer service teams. This includes setting clear expectations, agreeing objectives, supporting performance through regular monthly conversations.
Key Responsibilities- Customer Service: Owns and responsible for improving customer-facing processes including email, helpline, and complaints handling. Promotes a consistent, efficient, and customer-focused approach. Use customer feedback and data to shape service improvements. Review, update and monitor service standards and KPIs. Implement a Customer Service Quality Framework.
- Telephony System Project: Lead the upgrade of telephony systems, working with internal teams and suppliers. Input to the telephony options and recommend the best solution based on operational requirements and customer needs.
- Innovation and AI: Collaborate with Digital and Operations teams to identify opportunities for digital improvements and automation.
- Data and Performance: Work with analysts to review data, identify trends and how resource is allocated.
- People Leadership: Lead and support the Customer Service team, building a culture of improvement and development. Ensure clear roles, regular performance conversations, and development plans.
- Leadership: Contribute to the delivery of organisational strategy as part of the Heads of Department team. Provide insights on customer trends and service innovation. Represent or provide representatives in Customer Service in cross-team initiatives. Oversight and management of the customer service budget.
Qualifications: This role is a permanent level transfer position.
How to Apply: Applications for this position will only be accepted from substantive C1 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 Tuesday 16 June.
Selection Process: All 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 Information: If you have specific questions about the role, please contact Taylor.Gunn@disclosurescotland.gov.scot. Read our Candidate Guide for further information on our recruitment and application processes.
Head of Customer Service - C1 in Glasgow employer: Scottish Government
At Disclosure Scotland, we pride ourselves on being an exceptional employer that values leadership and innovation in customer service. Our collaborative work culture fosters professional growth, offering ample opportunities for development while ensuring a supportive environment for our employees. Located in a dynamic setting, we are committed to enhancing our services through cutting-edge technology and a strong focus on customer satisfaction, making this a rewarding place to advance your career.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Service - C1 in Glasgow
✨Tip Number 1
Get to know the company inside out! Research Disclosure Scotland and their customer service approach. This will help you tailor your discussions and show that you're genuinely interested in the role.
✨Tip Number 2
Prepare for that informal chat! Think about how your experience aligns with the key responsibilities, like improving customer-facing processes and leading a team. Have some examples ready to share!
✨Tip Number 3
Show off your leadership skills! Be ready to discuss how you've built a culture of improvement in previous roles. Highlight any successes in managing teams and driving performance.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re tech-savvy and comfortable with digital processes, which is a big plus for this role.
We think you need these skills to ace Head of Customer Service - C1 in Glasgow
Some tips for your application 🫡
Be Clear and Concise:When writing your statement, make sure to get straight to the point. We want to see your relevant skills and experience without any fluff. Stick to the 500-word limit and focus on what makes you a great fit for the Head of Customer Service role.
Showcase Your Leadership Skills:This role is all about people leadership, so don’t hold back! Share examples of how you've successfully managed teams in the past. We’re looking for insights into how you’ve built a culture of improvement and development within your teams.
Use Data to Your Advantage:Since the role involves working with data and performance metrics, highlight any experience you have in using data to drive service improvements. We love seeing how you can turn numbers into actionable insights that benefit customer service.
Apply Through Our Website:Make sure to submit your application through our website. It’s the best way for us to keep track of your application and ensure it gets the attention it deserves. Plus, it’s super easy to do!
How to prepare for a job interview at Scottish Government
✨Know Your Customer Service Inside Out
Make sure you’re well-versed in the key responsibilities of the Head of Customer Service role. Brush up on customer-facing processes, email handling, and complaints management. Being able to discuss how you would improve these areas will show your understanding and commitment.
✨Showcase Your Leadership Skills
As this role involves managing a team, be prepared to share examples of your leadership experience. Talk about how you've built a culture of improvement and development in previous roles. Highlight specific instances where you’ve set clear expectations and supported performance.
✨Data-Driven Decision Making
Familiarise yourself with how data can inform service performance. Be ready to discuss how you’ve used data in the past to identify trends and allocate resources effectively. This will demonstrate your analytical skills and ability to drive improvements.
✨Engage with Digital Innovations
Since the role involves collaborating with Digital and Operations teams, think about how you can leverage technology to enhance customer service. Prepare to discuss any experience you have with telephony systems or automation tools, and how they can improve customer interactions.
