Senior Casework Supervisor

Job Description

Would you like the opportunity to grow and develop your skills within Registration? 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 a Senior Casework Supervisor.

This role sits within the National Records of Scotland (NRS), General Registration Unit team where you will be providing guidance and support for customers and registrars. Your focus will be to ensure excellent customer service is provided to our wide and varied customer and stakeholder groups and provide support to the General Registration Unit Team Leader (B1).
 

Responsibilities

• Answer phones, emails and written requests from members of the public, registrars 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, working 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.

Success Profile

Technical / Professional Skills:

Adaptability to change - Level: Awareness

You can find out more about the skills required, here: Core ODP Skills - Operational Delivery Profession

Experience:

Knowledge of registration legislation.

Behaviours:
 

• Communicating and Influencing – Level 1
• Working together – Level 1
• Managing a quality service – Level 1
   

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 28th July 2025, 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.