Scottish Government
Customer Communications Officer
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Customer Communications Officer
Job Details
- Job Title: Customer Communications Officer
- Business Area/Directorate: Cladding Remediation Directorate
- Location: Victoria Quay
- Working Arrangement: Staff in roles compatible with hybrid working should aim to spend 40% of their contracted working time working in person at their contractual workplace. More information can be found within Hybrid Working Policy [https://scotsconnect.sharepoint.com/sites/saltireredirect?siteId=mylifeandcareer&pageId=8c5a454f-11b6-4349-a97e-96ba6acf3f51&pageParams=working-in-person-hybrid-working]
- Grade: B1
- Advert Type: Level Transfer
- Duration: Permanent
- Eligibility: Expressions of interest are invited from substantive colleagues on level transfer from core SG only.
- 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.
About the Role
The Cladding Remediation Directorate is a new Directorate that has been established to lead the Scottish Government’s commitment to act decisively to protect lives by assessing and remediating medium and high rise multi-residential buildings with unsafe cladding and by holding developers to account for their commitments to residents and homeowners.
The ideal candidate will be someone who can demonstrate experience of working within a communications environment which was complex and fast paced and underwent significant public and parliamentary scrutiny.
For this key role we are looking for a person who is flexible, versatile, and can make sound decisions.
The post holder will support the Team Lead Customer Communications – B3 in providing daily oversight of the existing and future communications activity with stakeholders who receive funding from the Cladding Remediation Programme.
The post holder will need to be resilient and capable of operating autonomously and with other teams, but with the expectation of proactive information sharing to build and maintain trust with individuals and both internal and external financial processes.
Support and supervision will be provided by the C1 Team Lead for Operations and the B3 Team lead for Customer Communications.
This role sits within the overall cladding remediation programme with responsibilities for delivering high quality customer communications, support and building communications in terms of Single Building Assessment (SBA) commissioning, Delivery and design and remediation stages.
The postholder will input across several functions interfacing directly with developers, residents and homeowners primarily who live in buildings affected by problematic cladding.
The team consists of this post, and two more B1 Communications assistants, and one A4 Administration support officer. The team is line managed by a B3 team lead.
Responsibilities
- Undertaking extensive stakeholder engagement with public sector, external organisations, communications representatives, and departments, ensuring activity is joined up via collaborative working. (20%)
- Ensuring partnership activity is delivered inclusively and communications are accessible. (20%)
- Lead the client/communication work stream for inflight buildings. Tasks will include monitoring and managing, the team Inbox; triaging emails to colleagues, responding to various types of correspondence, and providing contributions to FMQs and PQs. (25%)
- Ensure there is accurate, quality/consistent messaging with internal and external stakeholders that support the wider programmes vision and values. (20%)
- Provide overall support to the wider team by attending meetings with internal and external stakeholders including taking the secretariat roles as required. (10%)
- Any add-hoc duties commensurate to your grade and role. (5%)
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Success Profile
Technical / Professional Skills
- Insight
- Ideas
- Implementation
- Impact
You can find out more about the skills required, here: Communications_competencies_framework.docx
Experience
- You may enter these roles with experience from within or 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.
Working Pattern
This role is a permanent level transfer position.
This post is a full-time role, but we welcome applications from staff with different working patterns, proposed working patterns will be assessed against the business requirements for this post.
Our standard hours are 35 hours per week and we offer a range of flexible working options depending on the needs of the role, including Flexi-leave. Scottish Government staff in hybrid-compatible roles should aim to work in-person 40% of the time, either in an office or other agreed work location.
Qualifications
Please submit an Expression of Interest (maximum 500 words) outlining your suitability for the role, relevant skills and experience, and what you would bring to the team. Please align this to how you meet the behaviours, experience and technical skills listed in the Success Profile above.
Vacancies close at 23:59pm on Thursday 8 October.
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.
Get help with your application
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Please see our candidate guidance [https://www.gov.scot/publications/recruitment-candidate-guide/pages/use-of-ai-tools/] for more information on acceptable and unacceptable uses of AI in recruitment.
If invited for further assessment, this will consist of an informal interview, scheduled for w/c TBC.
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 Scottish Government is the devolved government for Scotland. We have responsibility for a wide range of key policy areas including: education, health, the economy, justice, housing and transport. We offer rewarding careers and employ people across Scotland in a wide range of professions and roles.
Our staff are part of the UK Civil Service [https://www.civil-service-careers.gov.uk/about-us/] observing the Civil Service Code and 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/].
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/pre-employment-checks/].
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: 08/10/2026 (23:59). This role is open to substantive B1 grade staff from core SG only.
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