Description Would you be interested in being engaged in work that is both professionally and personally fulfilling, and plays a key role in Scotland’s public protection strategy? This is an exciting time to be joining the team as we prepare to implement the Disclosure (Scotland) Act 2020 which will change the disclosure system to support people previously involved in offending behaviour to move on whilst strengthening our focus on protecting the most vulnerable people. Applicants should be aware the role requires access to information of a sensitive nature. The successful candidates will form part of the Team Leader structure within the Safeguarding Operations Team and will be responsible for the first line management of a team of 12 Safeguarding Operations staff members, across a variety of workstreams. You will report directly to the Performance Managers. Your role involves performance management, teamwork, communication and engagement across all business areas, covering a wide range of duties, including providing internal and external customer service. Responsibilities Responsibilities Act as a role model demonstrating energy and commitment to the role, line managing, supporting and developing a team of staff. Frequently liaise with colleagues at all levels within Safeguarding Operations and Disclosure Scotland to ensure organisational objectives are met. Contribute to providing a first class customer service, understanding customer expectations whilst pro-actively managing relationships with both internal and external Disclosure Scotland stakeholders. Act as a first point of escalation for non-standard or complex enquiries including customer complaints via a range of mediums e.g. written or verbally. Prepare, collate, analyse and present statistical information in order to identify trends and process improvements to enable information management and decisions on service delivery. Demonstrate the ability to make informed analytical decisions from the interrogation of internal or external data. Whilst also working within agreed SG or legislative guidelines to make decisions on complex enquiries. Routinely monitor and take appropriate action on staff behavioural, attendance or performance related issues liaising with HR Shared Service colleagues where necessary. Handling sensitive information securely. Demonstrate the ability to accept and embrace change in a positive manner whilst supporting staff in conjunction to the same. Qualifications Success Profile Success profiles are specific to each job and they include the mix of skills, experience and behaviours candidates will be assessed on. Technical / Professional Skills: Adaptability to change. Seeks ways to continuously improve. Identifies skills gaps and makes plans to develop these. Looks for solutions to problems and where necessary refers to others with a focus on bringing about change and improvement. Listens to and acts on feedback from colleagues to understand development areas for preparedness to change. Shares knowledge and skills with others to support learning and readiness for change. Takes into consideration ideas to deliver improved outcomes for stakeholders and/or service delivery. Delivery and decision making at pace. Makes timely decisions, seeking the views of others where necessary and is confident to make recommendations considering the implications. Works at pace, responding flexibly to emerging priorities and manages their own workload effectively. You can find out more about the skills required here Experience: Experience in customer service or support, with the ability to understand complex information and explain it clearly, and the ability to remain calm and professional in difficult situations. Behaviours: Managing a quality service - Level 2. Working together - Level 2. You can find out more about Success Profiles Behaviours, here How to apply Apply online, providing a CV and Supporting Statement (of no more than 1000 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 14th April 2025 however this may be subject to change. About Us Disclosure Scotland (DS) is an Executive Agency of the Scottish Government, operating on behalf of the Scottish Ministers, to perform an important safeguarding role for the people of Scotland. DS provides criminal record checks to organisations in support of safe and inclusive recruitment practice and manages the Protection of Vulnerable Groups Scheme. It makes decisions on behalf of Scottish Ministers on when someone should be barred from working with vulnerable groups and maintains the lists of people who are barred from working with children and protected adults. Our staff are part of the 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. Apply before: 16 March 2025 (23:59)