Customer Services Team Leader
Customer Services Team Leader
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Job Description
Job Description
Are you Customer-focused and able to deliver exceptional service with empathy and compassion to people who need their support (this could be either in person or remotely via telephone/digital services) If the answer is yes this exciting opportunity could be for you.
This Customer Service Team Leader role sits in the Operational Delivery team within Operations and Customer Services directorate providing oversight of all functions relating to the Change of Name carried out in New Register House.
Responsibilities
- Building relationships with customers
- Ability to manage difficult situations in a calm and professional manner
- Prepared to react quickly and professionally to situations some of which may be unexpected.
- Comfortable in dealing sensitively and professionally with people from all walks of life; many of whom may be vulnerable and under stress
- Communicates and collaborates effectively across teams
Responsibilities
Success Profile
Technical / Professional Skills:
- Adaptability to change - Awareness
- Delivery and decision making at speed - Awareness
You can find out more about the skills required here: ODP Competency framework
Experience:
You may enter the Civil Service in these roles with experience from outside of the civil service in a customer service or support role. Communication skills and the ability to understand complex information and give clear explanations to customers are important remaining calm in difficult situations and maintaining a professional manner.
Behaviours:
- Working together Level 2
- Managing a quality service Level 2
You can find out more about Success Profiles Behaviours here:Behaviour levels - Success profiles: candidate guide -
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.
If invited for further assessment this will consist of an interview and Presentation.
Assessments are scheduled for w/c 21st July however this may be subject to change.
Qualifications
National Records of Scotland (NRS) is Scotlands record keeper. Our purpose is to collect preserve and produce information about Scotlands 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 theScottish Government& and our staff are partUK 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. Find out more aboutwhat we offer.
As part of the UK Civil Service we uphold theCivil Service Nationality Rules.
Working Pattern
Our standard hours are 35 hours per week. We offer a range of flexible and hybrid working options depending on the needs of the role. If you have specific questions about the role you are applying for please contact us.
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 todiversityand how we offer and supportrecruitment adjustmentsfor anyone who needs them.
Further information
Find out more about our organisation what we offer staff members and how to apply on ourCareers Website.
Read ourCandidate Guidefor further information on our recruitment and application processes.
For further information about the role please contact Alan Jordan at
Employment Type
Full Time
