At a Glance
- Tasks: Assist customers with accessing information and historical records at the National Records of Scotland.
- 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 diverse career paths and a commitment to equality.
- Why this job: Make a real difference by helping people connect with their heritage and history.
- Qualifications: Strong communication skills and a passion for customer service are essential.
The predicted salary is between 33603 - 39276 £ 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
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.
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 of the 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.
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).
Equality statement
We are committed to equality and inclusion and we aim to recruit a diverse workforce that reflects the population of our nation.
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.
Customer Services Officer employer: THE SCOTTISH GOVERNMENT
As a Lead Technical Architect within the Corporate Operations Directorate, you will be part of a dynamic team dedicated to driving digital transformation and enhancing the efficiency of the Scottish Government. Our inclusive work culture fosters collaboration and innovation, providing ample opportunities for professional growth and development. With a focus on people-centred decision-making and a commitment to making a positive impact, this role offers a unique chance to contribute to meaningful change in Scotland while enjoying flexible working arrangements and a supportive environment.
