Customer Services Supervisor A4

Scottish Government

Job Location:

Edinburgh - UK

Monthly Salary: Not Disclosed

Posted on: 21 hours ago

Vacancies: 1 Vacancy

Job Summary

Description

This opportunity is only open to applicants who are currently Priority Movers. Applications from individuals not currently on the Priority Mover list will be rejected and not considered.

Job description

This role sits within the Customer Service Operations and Archives Directorate and plays a key part in providing access to National Records of Scotland (NRS) records recording changes of name and offering guidance and support to a wide range of customers and stakeholders.

The post holder will be focused on delivering excellent customer service supporting customer service teams across all channels to ensure a positive experience as the first point of contact for our diverse customer base.

This is an office-based role located at New Register House 3 West Register Street Edinburgh.

Responsibilities

Key Responsibilities

Support and co-ordinate the Change of Name team and its activities in line with agreed strategies and policies.
Respond to enquiries and requests from members of the public colleagues and other stakeholders over email phone and face-to-face.
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 requiring an excellent knowledge of legislation surrounding name changes in Scotland and relevant court orders attached to applications.
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.

Qualifications

Working Pattern

This role is a permanent level transfer position.

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.

How to Apply

Applications for this position will only be accepted from substantive A4 grade employees.

Please submit a statement outlining your suitability for the role relevant skills and experience and what you would bring to the team (maximum 500 words).

Vacancies close at 23:59pm on Thursday 14 May.

Selection Process

All applicants will be invited to an informal discussion. There will be no formal testing or assessment.

Discussions are expected to be scheduled for w/c tbc.

Further information

Find out more about our organisation what we offer staff members and how to apply on our Careers Website.

Read our Candidate Guidefor further information on our recruitment and application processes.

For more information about this role please contact

Required Experience:

Manager

DescriptionThis opportunity is only open to applicants who are currently Priority Movers. Applications from individuals not currently on the Priority Mover list will be rejected and not considered. Job descriptionThis role sits within the Customer Service Operations and Archives Directorate and play...