Customer Services Officer

Job Description

Are you a good communicator with experience in customer service? Do you have the confidence to advise and influence colleagues and stakeholders at all levels? If the answers to the above are yes, then this opportunity could be for you.

We are looking for Customer Services Officers to help, advise and assist our customers to access information, records and historical archives. Working as part of a team, you will help our customers front of house in a variety of ways, including providing one to one assistance in technology use, retrieving records, scanning and ensuring our records are accessible. Additionally, you will process entries to our public registration records and answer telephone and e-mail enquiries.

Responsibilities

Working within the Operations and Customer Services Directorate, you will undertake customer related business tasks and specific tasks relating to the accessing, recording and retrieval of information from our Statutory Registers both electronically and in hard copy. The ability to engage with staff across National Records of Scotland (NRS) and with external stakeholders is essential.

Main duties will include, for which full training will be given:

• Assisting customers in our onsite search rooms, providing help, support and guidance, including supporting customers with family history research.
• Operating our digital registration service software required to run registration services.
• Assisting with retrieving, indexing and scanning of records, quality assuring standard of information presented online and ensure records are correct and hold full information.
• Create and process changes to public registration records accurately and issue certificates as required.
• Answering phones, emails and written requests from members of the public, registrars and other stakeholders with regards to all aspects of NRS.
• Processing orders and managing payments for NRS Services.
• In line with organisational priorities and needs, work as part of a flexible team to perform other tasks and provide support to other teams, departments and individuals within NRS as required.

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

• Connections and communication, Level - Awareness
• Adaptability to change, Level - Awareness
• Delivery and decision making as speed, Level - Awareness

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

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

• Managing a quality service – Level 1

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 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 a five-minute presentation.

Assessments are scheduled for w/c 19th May 2025 however this may be subject to change.

About Us

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 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, on site working. 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 more information on job nationality requirements and the right to work in the UK, see the Civil Service Nationality rules and the UK Visas and Immigration rules.

Candidates should be aware that if successful, a manual handling training course will need to be completed.

For more information on the roles, please contact Stephen Whitson at stephen.whitson@nrscotland.go.uk.