Head of Customer Service C1

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.

The Head of Customer Service is a key leadership role within the Operational Delivery team at Disclosure Scotland responsible for the effective day to day management and performance of all customer service functions and

Transformation.

This includes oversight of email handling helpline operations and complaints management ensuring services are reliable accessible and responsive to the needs of a wide range of customers. Engaging with service users and providing insight through effective data collection. These roles are often fast paced challenging and varied.

The postholder reports directly to the Director of Operations they will directly manage 1x B3 (Operations Manager) overseeing an area of 90 colleagues. Working closely with the Head of Operations and Compliance and the Head of Processes Improvement the postholder will ensure customer service operations are aligned with wider operational delivery models workforce plans and demand management approaches.

While the primary focus is operational delivery the role will also contribute to the ongoing development of customer service capability. This includes using management information to inform service performance supporting the effective use of telephony and contacthandling systems and working with Digital and Operations colleagues to introduce tools and approaches that improve how customers are supported through assisted digital channels including the appropriate and safe use of automation and AI.

The role has significant responsibility for people leadership with accountability for managing and developing customer service teams. This includes setting clear expectations agreeing objectives supporting performance through regular monthly

Key Responsibilities

Customer Service

• Owns and responsible for improving customer-facing processes including email helpline and complaints handling.
• Promotes a consistent efficient and customer-focused approach.
• Use customer feedback and data to shape service improvements.
• Review update and monitor service standards and KPIs.
• Implement a Customer Service Quality Framework.

Telephony System Project

• Lead the upgrade of telephony systems working with internal teams and suppliers.
• Input to the telephony options and recommend the best solution based on operational requirements and customer needs.

Innovation and AI

• Collaborate with Digital and Operations teams to identify opportunities for digital improvements and automation.

Data and Performance

• Work with analysts to review data identify trends and how resource is allocated.

People Leadership

• Lead and support the Customer Service team building a culture of improvement and development.
• Ensure clear roles regular performance conversations and development plans.

Leadership

• Contribute to the delivery of organisational strategy as part of the Heads of Department team.
• Provide insights on customer trends and service innovation.
• Represent or provide representatives in Customer Service in cross-team initiatives.
• Oversight and management of the customer service budget