Customer Services Administrative Officer
Grade: Administrative Officer (AO)
Salary: £27,617 - £30,181
Benefits: Flexible working arrangements, employer pension contributions of circa 29%, generous annual/parental and special leave policies, plus extensive personal wellbeing benefits. Please see full reward package at end of job description for more information.
Duration: Permanent
Location: We offer a hybrid working model that provides flexibility to our colleagues in terms of how they work, as long as it meets the needs of both the individual and the organisation. Your contractual base will be either Meadowbank House, Edinburgh EH8 7AU or St Vincent Plaza, Glasgow G2 5LD. You may be required to visit one of these locations when it is deemed necessary, however this is role dependant.
Department: Customer Services
Directorate: Business Development
Role Reports to: Customer Services Team Leader
Closing date: Sunday 2nd March, 23:59pm
Number of Vacancies: 4
Registers of Scotland (RoS) manages 21 land, property and other legal registers which are a critical asset for the Scottish economy. We aim to provide the best public service for Scotland and are on a mission to modernize some of the oldest public land registers in the world. We are committed to providing the best service to our customers through the creation of award-winning digital services, supported by the latest in cloud and AI technology.
When working at RoS, we support our colleagues by offering a range of modern work policies and workspaces, as well as encouraging an inclusive, diverse, and equitable work environment. We are proud to promote our We Invest in People Gold Award, Investors in Young People Silver Award and We Invest in Wellbeing Gold Award, alongside our zero gender pay gap and the fact we are a disability confident employer.
About this Role:
We are currently supporting multiple opportunities for passionate individuals to join our Business Development directorate as Customer Service Assistant Officers. Reporting directly to the Customer Services Team Leader, you will play a vital role in delivering exceptional service and support to our customers, stakeholders, and the wider business.
The successful candidates will be responsible for the provision of products and services of RoS in relation to enquiries and requests from various stakeholders and partners, through delivering excellent customer service and providing accurate and timely information as required in accordance to set guidelines. While not required, it would be beneficial for candidates to possess a working knowledge of the Land Registration process and have experience using Salesforce or an alternative Customer Relationship Management System (CRM). Your ability to provide outstanding customer service via phone will make a direct impact, and with adjusted working hours, our team ensures coverage from 8 AM to 5 PM daily.
Main duties:
* Provide a quality information service to all customers, building positive relationships and responding to enquiries in line with Service Level Agreements.
* Identify common/recurring problems affecting service and escalate accordingly.
* Administer online business customer accounts.
* Collaborate with the team across Customer Experience sharing knowledge and skills.
* Contribute effectively to the continuous improvement of RoS products and services.
* Refer enquiries as necessary, with recommendations where appropriate.
* Support initiatives and projects as required.
* Process card payments for services over the telephone.
* Provide switchboard cover as required.
* In the absence of the full-time receptionist, provide cover when necessary.
* Demonstrate a flexible approach to working, adapting to varying demands and priorities.
* Show a willingness to learn new skills and adapt to continuous change.
What can we offer you? – Benefits at RoS:
* We are a welcoming and inclusive community that functions on supportive practices.
* We offer a stimulating working environment and strongly believe that a diverse team is crucial to achieving our mission!
* Our team is ambitious, acts with integrity, and demonstrates commitment to progress and impact.
* We work in an agile way, which is applied across the whole organisation.
* RoS offers a generous annual leave entitlement starting with 26 days of holiday plus 12 bank holidays (for a total of 38 days). We reward your commitment by increasing annual leave by +1 day per year, for up to +4 additional days on your entitlement, bringing your allowance to 42 days.
* We operate a 35-hour working week and offer flexible working arrangements (up to 30 hours flexi per month).
* We offer office locations in Edinburgh & Glasgow and currently offer a hybrid working model.
As part of the reward package, you will get access to:
* Civil Service pension at circa 29% contribution on the employer side.
* Service benefits, cycle to work scheme, discounted dental insurance, £100 eye care vouchers, subsidised gym memberships, childcare vouchers, buying and selling annual leave, retail discounts, and more!
* Family friendly leave policies (Maternity at *1-year full pay, Paternity Leave/Shared parental Leave/Special Leave & more) *after 1 year of continuous service.
* We offer continuous training and development opportunities.
* A generous salary range with pay progression arrangements in place.
* You will have access to external counselling and support.
* We are a Disability Confident employer.
* We hold all three Investors in People awards: We Invest in People at Gold, We Invest in Wellbeing at Gold and Investors in Young People at Silver.
* We monitor equal opportunities and offer support where needed.
Essential criteria - Your Skills and Attributes for Success
Technical/Experience
* Proven experience in handling customer interactions over the phone, demonstrating confidence and professionalism.
Competencies
* Analysis and Making Effective Decisions: Demonstrate an ability to analyse information to support recommendations or requirements of stakeholders.
* Leading and Communicating/ Collaborating and Partnering: Demonstrate excellent communication skills through various mediums, ensuring all information provided is accurate and timely.
* Demonstrating Commitment and Drive: Ability to use own initiative and take responsibility to resolve issues.
* Delivering a Quality Service: Ability to manage own time and work, structuring tasks effectively to meet deadlines.
Recruitment Process
How to Apply
To apply, click on 'Apply now’ and complete our online application form. You will need to submit:
* A CV setting out your career history (we recommend no more than 4 pages in length).
* Provide answers on how you meet the Competencies, including the Technical element (200 words maximum for each answer), for the role.
Please note:
CVs that are not accompanied by answers to the competencies will not be scored.
Competency answers exceeding 200 words will not be considered.
We recommend writing your answers in the STAR format (Situation, Task, Action & Result).
We strongly suggest you review our policy on responsible use of AI in the application/recruitment process.
Stage one – Initial Application sift
Candidates who have submitted a CV and answered the essential criteria will be sifted on the essential criteria.
Stage Two – Secondary Sift – Online Situational Judgement Test
Candidates who successfully pass both the technical and competency sift will be invited to complete an online situational judgement test.
Stage Three – Assessment
Candidates successful at stage one and two will be invited to attend an assessment centre, taking place week commencing 17th of March at our Edinburgh Office.
Indicative Recruitment Timetable
Closing date: 2nd March, 23:59pm
Application Sift stage 1: 3rd- 6th March
Situational Judgement Test issued to shortlisted candidates: 7-12th March
Notice to candidates: 13th March
Assessment: W/C 17th March
* Please note dates may be subject to change.
Feedback
Feedback will only be provided if you progress to interview stage.
Reserve List
In the event that further posts are required, a reserve list of successful candidates will be kept for up to 12 months.
Eligibility
In general, only nationals from the following countries are eligible for employment in the Civil Service: the United Kingdom, the Republic of Ireland, and the Commonwealth. EU nationals (with settled or pre-settled status) are also eligible for employment.
Security
Successful candidates must undergo a Disclosure Scotland check.
Equal Opportunities
As part of the application process, please complete our Diversity Monitoring Form. RoS is a diverse and inclusive workplace.
Further information
For further information relating to RoS, including additional details on pay & benefits, please view our additional information page online.
If you have any questions, please contact resourcing@ros.gov.uk.
#J-18808-Ljbffr