Customer Services Officer (4446)
- Civil Service
- Full Time
- Edinburgh
- 27,164 - 30,281
Job Description
Job summary
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.
Working within the Customer Services, Operations and Archives Directorate at the National Records of Scotland (NRS), we are looking for Customer Services Officers to help, advise and support our customers in accessing information, records and historical archives.
As part of a team, you will work onsite to 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.
Job description
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.
Person specification
Success profiles are specific to each job and they include the mix of behaviours, experience and technical criteria (if applicable) that candidates will be assessed on.
1. Connections and communication, Level - Awareness
2. Adaptability to change, Level - Awareness
3. Delivery and decision making at speed, Level - Awareness
Experience of communicating complex information clearly and effectively, with the ability to provide accurate explanations and guidance to customers in an understandable and customer-focused manner.
- Managing a quality service Level 1
You can find out more about Success Profiles Behaviours Here
