drjobs Senior Casework Supervisor

Senior Casework Supervisor

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1 Vacancy
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Job Location drjobs

Edinburgh - UK

Monthly Salary drjobs

Not Disclosed

drjobs

Salary Not Disclosed

Vacancy

1 Vacancy

Job Description

Description

Job Description

Would you like the opportunity to grow and develop your skills within Registration Are you customer focused and able to deliver exceptional service with empathy and compassion to people who need support (this could be either in person or remotely via telephone/digital services)if so we are looking for a Senior Casework Supervisor.

This role sits within the National Records of Scotland (NRS) General Registration Unit team where you will be providing guidance and support for customers and registrars. Your focus will be to ensure excellent customer service is provided to our wide and varied customer and stakeholder groups and provide support to the General Registration Unit Team Leader (B1).

Responsibilities

  • Answer phones emails and written requests from members of the public registrars and other stakeholders.
  • 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.
  • Complete monthly quality check for each team member
  • Provide support and deputise for the team leader to maintain key performance indicators and actively participating in continuous improvement activities.
  • In line with organisational priorities and needs working 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.


Responsibilities

Success Profile

Success profiles are specific to each job and they include the mix of skills experience and behaviours candidates will be assessed on.

Technical / Professional Skills:

Adaptability to change - Level: Awareness

You can find out more about the skills required here:Core ODP Skills - Operational Delivery Profession

Knowledge of registration legislation.



Qualifications
About Us

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.








Required Experience:

Manager

Employment Type

Full Time

About Company

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