Scottish Government
Caseworker
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Are you passionate about quality and delivering exceptional service to both colleagues and external stakeholders, while driving service excellence across Scotland’s crofting communities?
The Crofting Commission is responsible for regulating the crofting system and promoting the interests of crofting to ensure its future sustainability. This role sits within the Corporate & Customer Services Team, which is primarily responsible for handling enquiries from crofters, crofting agents and other external organisations.
The C&CS caseworker role involves call-handling enquiries and processing and responding to written enquiries. You will be processing incoming and outgoing mail and scanning historic records. You will support the work of the Residency and Land Use Team (RALUT) to search for and establish complete croft holding information. You will liaise with other Scottish Government agencies to identify holding information which will be used to update the Register of Crofts. You will liaise with external organisations to relet holdings. You will get to know a range of processes and will receive training. The job would suit someone who is eager to learn, confident using a range of IT systems and enjoys working as part of a team.
Responsibilities:
- Handling and responding to phone, written, and face to face enquiries
- Processing daily mail and scanning historic records
- Use a range of IT systems for call handling and enquiry recording
- Use our database and external sources to check croft holdings and tenant information
- Identify croft tenants to establish contact information and update the Register of Crofts
- Work with the Residency & Land Use Team, and external organisations to relet croft tenancies
- Ability to prioritise tasks and coordinate activities
- Engage with internal training and Scottish Government mandatory training.
SUCCESS PROFILE
Success profiles are specific to each job, and they include the mix of skills, experience and behaviours candidates will be assessed on.
Experience:
- An understanding of IT systems, including Microsoft Office or similar, and customer record management systems (CRM) or databases. Previous experience of dealing with frontline customers and call-handling.
You can find out more about Operational Delivery Profession here: Core ODP Skills - Operational Delivery Profession [https://www.odp.civilservice.gov.uk/skills-framework-new/core-odp-skills/#title-skill1]
Behaviours:
- Communicating and Influencing - Level 1
- Managing a Quality Service - Level 1
- Making Effective Decisions - Level 1
- Developing Self and Others - Level 1
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You can find out more about Success Profiles Behaviours here [https://www.gov.scot/publications/success-profiles-candidate-guide/pages/about-success-profiles/]
How to apply:
Apply online, by providing a CV and a ‘Supporting Statement’ of no more than 1,000 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 short presentation, expected to be scheduled for wc 12/10/26
Artificial Intelligence (AI) tools can be used to support your application, but all statements and examples provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, and presented as your own) applications will be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance for more information on acceptable and unacceptable uses of AI in recruitment.
SPONSORSHIP
Skilled Worker sponsorship is not available for this role. As a result, we are unable to appoint candidates who require Skilled Worker sponsorship now or in the future. Applicants must have an existing and ongoing right to work in the UK.
RECRUITMENT PRINCIPLES
As a government organisation, we adhere to the Civil Service Commission Recruitment Principles [https://civilservicecommission.independent.gov.uk/document/02a-recruitment-principles-april-2018-final/?d102_cookies_enabled=all] and we investigate any complaints received in relation to recruitment cases.
ABOUT US:
The Crofting Commission is a Non-Departmental Public Body (NDPB) whose officials are provided by Scottish Ministers. The Commission act as a crofting regulator aiming to promote occupancy of crofts, active land use and shared management by crofters as a means of sustaining and enhancing rural communities. The Commission is also responsible for maintaining the Register of Crofts.
The Corporate and Customer Service Team’s primary function is to deal with enquiries, processing outgoing mail, and dealing with incoming mail. The team provides office support to other teams across the Commission. The Corporate and Customer Service Team is the first point of contact for the public submitting crofting enquiries and a wide range of regulatory and croft registration applications.
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Find out more: Crofting Commission Home Page | Crofting Commission [https://www.crofting.scotland.gov.uk/]
Our staff are part of the UK Civil Service [https://www.civil-service-careers.gov.uk/about-us/], 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 [https://www.jobs.gov.scot/what-we-offer].
As part of the UK Civil Service, we uphold the Civil Service Nationality Rules [https://www.gov.scot/publications/recruitment-candidate-guide/pages/nationality-requirements/].
WORKING PATTERN:
Our standard hours are 35 hours per week. The post will be primarily based in Great Glen House (Inverness), and from home, in accordance with the Scottish Government and Commission’s policies on hybrid working. Any successful applicant must be able to work in the Great Glen House office each day.
SECURITY CHECKS:
Successful candidates must complete the Baseline Personnel Security Standard (BPSS), before they can be appointed. BPSS is comprised of four main pre-employment checks; Identity; Right to Work; Employment History; and a Criminal Record check (unspent convictions).
You can find out more about BPSS on the UK Government website [https://www.gov.uk/government/publications/government-baseline-personnel-security-standard], or read about the different levels of security checks in our Candidate Guide [https://www.gov.scot/publications/recruitment-candidate-guide/pages/introduction/].
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 [https://www.jobs.gov.scot/an-inclusive-organisation] and how we offer and support recruitment adjustments [https://www.jobs.gov.scot/requesting-adjustments-2] 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 [https://www.jobs.gov.scot/].
Read our Candidate Guide [https://www.gov.scot/publications/recruitment-candidate-guide/pages/introduction/] for further information on our recruitment and application processes.
Apply before 23:59 on 20/09/26. This post is open to internal candidates and Common Citizenship Organisations only.
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