Customer Services Team Leader

Job Description

Are you Customer-focused and able to deliver exceptional service with empathy and compassion to people who need their support (this could be either in person or remotely via telephone/digital services)? If the answer is yes, this exciting opportunity could be for you.

This Customer Service Team Leader role sits in the Operational Delivery team within Operations and Customer Services directorate, providing oversight of all functions relating to the Change of Name, carried out in New Register House.
 

Responsibilities

• Building relationships with customers
• Ability to manage difficult situations in a calm and professional manner
• Prepared to react quickly and professionally to situations, some of which may be unexpected. 
• Comfortable in dealing sensitively and professionally with people from all walks of life; many of whom may be vulnerable and under stress
• Communicates and collaborates effectively across teams

Success Profile

Technical / Professional Skills:

1. Adaptability to change - Awareness
2. Delivery and decision making at speed - Awareness

You can find out more about the skills required here: ODP Competency framework

Experience:

You may enter the Civil Service in these roles with experience from outside of the civil service in a customer service or support role. Communication skills and the ability to understand complex information and give clear explanations to customers are important, remaining calm in difficult situations and maintaining a professional manner.

Behaviours:

• Working together – Level 2
• Managing a quality service – Level 2
   

You can find out more about Success Profiles Behaviours, here: Behaviour levels - Success profiles: candidate guide - gov.scot

How to apply

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 Presentation.

Assessments are scheduled for w/c 21st July, however this may be subject to change.

National Records of Scotland (NRS) is Scotland’s record keeper. Our purpose is to collect, preserve and produce information about Scotland's 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 the Scottish Government & and our staff are part UK 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 about what we offer.

As part of the UK Civil Service, we uphold the Civil 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.

Equality Statement

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 to diversity and how we offer and support recruitment adjustments for anyone who needs them.

Further information

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

Read our Candidate Guide for further information on our recruitment and application processes.

For further information about the role, please contact Alan Jordan at [email protected]