Customer Services Supervisor
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Job Location:
Monthly Salary:
Posted on:
24-10-2025
Vacancies:
1 Vacancy
Job Summary
Would you like the opportunity to grow and develop your skills within Operational Delivery 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 2 Customer Services Supervisors.
Working within the Operationsand Customer Services Directorate in the National Records of Scotland (NRS) you will undertake customer related business tasks and specific tasks relating to the accessing recording and retrieval of information from our Statutory Registers both electronically and in hard copy.
As part of the Extract Services/Change of Name team you will engage with staff across NRS and with external stakeholders. You will also provide support to the Extract Services/Change of Name Manager.
Provide excellent customer service to wide and varied customer and stakeholder groups.
Answer emails JIRA requests and written requests from members of the public colleagues 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 work 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
- Connections and communication - Awareness
- Adaptability to change Awareness
- Delivery and decision making at pace - Awareness
Working together Level 1
Managing a quality service Level 1
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 a 5 minute presentation.
Artificial Intelligence (AI) tools can be used to support your application but all statements and examples provided must be truthful factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others or generated by artificial intelligence and presented as your own) applications will be withdrawn and internal candidates may be subject to disciplinary action.
Please see ourcandidate guidance for more information on acceptable and unacceptable uses of AI in recruitment.
Assessments are scheduled for w/c 24th November however this may be subject to change.
This role is open to internal candidates andCommon citizenshiporganisations only.
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.
Our standard hours are 35 hours per week on site working. If you have specific questions about the role you are applying for please contact us.
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 todiversity and how we offer and supportrecruitment adjustments for anyone who needs them..
For more information about this role please contact Stephen Whitson at@ and Alan Jordan at
Required Experience:
Manager
Key Skills
- Athletics
- Administration And Accounting
- Academics
- Financial Services
- Cisco
- Analytics
