1003-323 Service Delivery Support - B Grade - July 2025

Job title: 1003-323/324/331/344 Service Delivery Support Grade: B Vacancy type: x1 Permanent/ x2 Fixed Term (x1 June 2026 x1 Two Years From Start Date) /x1 Modern Apprenticeship Hours: 35 Salary: 27940(pay award pending effective 01 April 2025) Location: Great Glen House Inverness Closing date: Midnight 23rd July 2025 Interview date: 5th & 7th August 2025

Job Purpose Summary:

Workplace Facilities and Services (WFS) provides great places to work in offices and on our National Nature Reserves. We deliver office services property and building management and travel services.

Great Glen House is a shared public sector office operated by NatureScot for a range of public sector organisations. This role will mainly provide good customer service to all the staff based in Great Glen House and visitors to the office and to provide national services including answering the Switchboard for our national telephone number for all NatureScots offices. You will be part of a small front of house team whose primary role is to welcome people into the building and deliver a service to them professionally and efficiently. This task requires excellent communication skills and an ability to deliver good customer service and health and safety and security protocols relating to the building. You will be providing a service in person online and through other digital communication channels including email and a helpdesk.

You will provide administrative support to managers within your team and colleagues in other departments following well established procedures and under regular supervision and clear guidance.

The range of tasks can be varied and will require some understanding of office routines. As a consequence some planning and organising of workload is required to ensure that you are able to prioritise and deal with assigned tasks in a professional and competent manner. Some of these tasks might be dynamic in nature requiring you to work out the most effective way in which to carry out these out to ensure deadlines are met.

As part of the B grade administration team that serves all of the Workplaces Team the post holder will be asked to share knowledge with others in the wider Workplaces Team of tasks undertaken in this role and to cover tasks allocated from other teams services. This flexible approach to workload and task allocation is to increase resilience and knowledge transfer across the team.

Key Responsibilities and Accountabilities:

1. Receive and respond to enquiries from / to customers to provide a timely courteous and effective service.
2. Responsible for the day-to-day operation of systems and equipment necessary for the safe and efficient running of Great Glen House.
3. Security of building and visitor management including contractors and other visitors.
4. Make routine arrangements and bookings such as meetings and hospitality in accordance with clear instructions from customers/managers.
5. Undertake basic financial processing of purchase orders and GPC purchases relating to the provision of workplace services.
6. Provide project support to projects that have the involvement of Workplaces Team.
7. Some planning and organisation of workload is required to ensure delegated tasks are completed within required timescales through prioritisation and sequency of the assigned tasks.
8. Use your initiative to identify and resolve issues referring to the line manager for assistance as necessary.
9. To fulfil the role of Fire Warden Fire Panel or Incident Control Officer. We will ask if you are willing to volunteer to be a first aider for the office.
10. One of the team that has a work phone to respond when available outside normal office hours to phone calls when there are facilities management issues arising impacting the building that require a response from a member of the Workplaces Team because our security firm cannot resolve it. The specific task is to answer the telephone take a briefing about the incident and when necessary locate more senior staff to attend site to deal with any emergencies.
11. As a flexible member of the Workplaces Activity administration team the post holder will be asked to cover other tasks related to management of our properties office services and travel team and also occasionally you will be allocated administrative tasks from the National Administration Helpdesk. Occasionally you will be required to attend team or other meetings at the office where you are based and in other locations in Scotland.

Role Requirements: (please refer to these in your supporting statement)

1. Demonstrate the competencies required to undertake the main areas of responsibilities associated with this role gained through working in a similar role in customer services in an office or front of house environment and the ability to be flexible and adaptable to meet the demands of customers.
2. Team player confident in taking decisions required for effective delivery of a front of house role and within boundaries defined by your manager and within clear policies and guidelines.
3. Demonstrate good customer service problem solve have good interpersonal and team working skills and demonstrating an ability to deal with challenging situations.
4. Excellent written and verbal communication skills.
5. Demonstrate accuracy with both numeracy and literacy skills.
6. basic financial processing of purchase orders which could include management of GPC expenses relating to the provision of goods and services in the Services Delivery Team.
7. Working knowledge of relevant systems equipment processes and procedures including standard software packages such as Microsoft 365 with limited use of non-standard software.
8. Effective planning organising and prioritising and familiarity with own priorities and those of colleagues. Be able to multitask and work in a reactive manner to meet demands from customers.
9. Understanding of health and safety policies and procedures relevant to this role and the quality outputs and standards required.
10. Experience of vehicles: we will train you to carry out basic routine maintenance checks of NatureScots electric and fuelled fleet of vehicles. We require you to drive them to and from the garage for maintenance and repair and in our compound.

Pre-requisites Required: - about which we will talk with you further at interview

• To undertake a Disclosure Scotland application.
• To work in Great Glen House Monday to Friday 8.30am to 4.30pm. Hours of work reflect the service time and at least two B grades from our team are required to be on a rota when service is open between these hours.
• For Duty Office call outs: be available to respond on the phone when available outside ofcontracted hours of work. This is very occasional. We may give you a work telephone to keep switched on in your house to pick up any emergency calls if you are available to pick up. In the event of there being a call payment will be made as additional hours.
• Although Gaelic language is not a prerequisite it is a desirable skill in support of our commitment to our Gaelic Language Plan.
• Driving License preferred. A key requirement is support for fleet management and driving fleet cars to and from the garage and around the compound.

Working for NatureScot what we offer you

NatureScot offers some great benefits to reward and support you whilst you are working for us. Our benefits package includes thecivil service pension scheme a generous holiday leave allowance plus flexi time and employee discount scheme.Visit the NatureScotwebsite for further detailsincluding below:

An environment with flexible working options

A Civil Service Pension with an employer contribution of 28.97% (7.35% employee contributions) days of annual leave with 5 fixed public holidays on St Andrews Day Christmas Day Boxing Day New Years Day and 2nd January

NatureScots Net Zero commitment

Whether working at home or in an office or travelling to meetings and site visits as a NatureScot you will contribute to our Net Zero plan for example through positive carbon travel choices.

Application Process

Application is by CV and Supporting Statement. Please ensure you have attached these documents when submitting your application.

External applicants should read the Online Job Application Guide

If you have previously applied for a vacancy with NatureScot you must remove the supporting statement from your profile before uploading a new version.

Interviews

For information regarding the vacancy please contact

Emma Mitchell

Tel:Email:

Nature is vital to us all so its important that NatureScot represents the people of Scotland. The more diverse our workforce is the more effectively we can connect everyone with nature. We encourage applications from candidates of all ages and genders people from ethnic minority groups people with disabilities and the LGBTQ community.