Head of Customer Experience - #66650

Overview

Are you a strong and supportive people manager with excellent Customer Service skills? Are you a good communicator with the confidence to advise and influence colleagues and stakeholders at all levels? If the answers to the above are yes, then this exciting opportunity could be for you.

National Records of Scotland (NRS) is the Scottish nation's record keeper and official source of demographic statistics – information about population, households, migration, vital events, life expectancy and electoral statistics and maintains the nation’s records archive as one of Scotland’s five National Collections.

We provide access to this information at our ScotlandsPeople Centre, the official government resource for family history research, online through our ScotlandsPeople web services and in our search rooms for original records. We are located in central Edinburgh with search rooms in historic General Register House and New Register House.

The role of Head of Customer Experience is a new and exciting role in NRS, with the primary focus of ensuring that excellent customer services are provided by our customer service teams to our wide and varied customer groups, across all channels, to make sure that a positive customer experience is provided at the first point of contact.

This role will be integral in building a customer-centric culture at the heart of NRS and supporting the roll out of this approach across the whole of NRS.

Responsibilities

As Head of Customer Experience, you will be responsible for:

• Providing management and leadership support to the Customer Service Delivery teams (four B3 direct reports and around 50 staff) to ensure delivery of excellent customer services to a wide range of customers across search room services, copy services, adoptions, change of name and outreach and learning services.
• Leading on the development of a customer-centric culture within Operations and Customer Services Directorate including developing supporting strategies, charters and standards, and work with colleagues to embed this culture across the organisation.
• Providing leadership and escalation to support direct communications with a diverse range of customer groups including other professional bodies, stakeholder groups, ministers, academic institutions and partners, often explaining complex policies, guidance and decisions.
• Working with external suppliers and internal teams to identify and implement new and innovative tools to engage with and provide services to customers through the ScotlandsPeople online services and more widely, across NRS customer services.
• Directing work to ensure that audience personas are mainstreamed and used across NRS to shape service design and delivery and engaging with the Institute of Customer Services to seek Service Mark Accreditation for NRS.
• Contributing to the successful implementation and development of the NRS User Engagement Group.
• Leading the roll-out of customer service training to support teams to provide a positive customer experience at the first point of contact.
  
  

Competencies

People Management

Leading Others

Communications and Engagement

Improving Performance

Essential Criteria & Qualifications

No specific qualifications are required for this post.

Essential Criteria

• A strong proven track record in people management across a number of staff teams and providing leadership for delivery of excellent customer services in a medium or large sized organisation.
• Strong record of being able to communicate effectively, both written and verbally and proven expertise of engaging directly with a wide and diverse range of customer groupings to achieve positive outcomes to complex issues.
• The ability to develop and implement successful customer service strategy, policy and practice, informed by customer insight and feedback.
• Demonstrable experience in undertaking and implementing service transformation to better meet the needs of the customer and improve outcomes whilst ensuring service delivery continuity.
  
  

Additional Information

Location :

The role would be office based in New Register House, Edinburgh.

Provisional Interview Dates 

To be confirmed. 

How To Apply

To apply please fully complete the application and submit evidence-based examples to demonstrate your knowledge/skills (300 words). Remember, your answers should be clear, concise and reflect what actions you undertook. You may want to use the STAR(R) approach to respond to each criterion.

In the event that further posts are required, a reserve list of successful candidates will be kept for up to 12 months. 

Further Information

For further information on this vacancy please download and review the “Person Specification” which you will find below :

Skills For Success Competency Framework

Person Specification Band C

For further information contact Jane Milne Head of Customer Service Operations [email protected]

The Scottish Government is a diverse and inclusive workplace and we want to help you demonstrate your full potential whatever type of assessment is used. If you require any adjustments to our recruitment process, please let us know via [email protected]

As part of any recruitment process, Scottish Government and associated public bodies collects and processes personal data relating to job applicants and applicants for public appointments.

Personal information you provide in the recruitment process will be made available to Scottish Government and our additional data processors.