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Are you an excellent 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.

The National Records of Scotland (NRS) collects, preserves and produces information about Scotland's people and history through the recording of registration of births, adoptions, marriages and deaths and other life events in Scotland. We maintain Scotland’s archives, making them available to inform current and future generations and also incorporate ScotlandsPeople, the family history service.

We are looking for both full time and part time Customer Service 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 be required to process entries to our public registration records and answer telephone and e-mail enquiries.

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 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.
• Process 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.

No specific qualifications required for this post.

Essential Criteria
1. Excellent communication and interpersonal skills ability to build strong working relationships with internal and external stakeholders.
2. Good organisational skills with an ability to work flexibly and adapt to a changing environment, while continuing to deliver a customer focussed service.
3. Ability to work as part of a team, maintaining good working relationships and contributing to the team’s overall performance.
4. Proficient in the use of Microsoft Office (Outlook, Word, Excel)

• Learning and development tailored to your role
• An environment with flexible working options
• A culture encouraging inclusion and diversity
• A Civil Service pension with an average employer contribution of 27%

Job contact :

Name :
ScottishGovernmentrecruitment@gov.scot
Email :
ScottishGovernmentrecruitment@gov.scot

Recruitment team

Email :
ScottishGovernmentrecruitment@gov.scot